The Impact of Organizational Culture, Organizational Strategy and Technological Innovation on the Effectiveness of Electronic Customer Relationship Management Systems.
Subject Areas :
Biannual Journal of Value Chain Management
zeynab soltani
1
,
nima Jafari navimipour
2
1 - باشگاه پژوهشگران جوان و نخبگان، واحد تبریز، دانشگاه آزاد اسلامی، تبریز، ایران.
2 - 2. گروه مهندسی کامپیوتر،واحد تبریز، دانشگاه آزاد اسلامی، تبریز،ایران.
Received: 2016-04-26
Accepted : 2016-06-15
Published : 2016-05-21
Keywords:
Innovation,
Effectiveness,
Organizational Culture,
Organizational strategy,
Electronic customer relationship management,
Abstract :
Electronic customer relationship management (E-CRM) is a strategy for marketing, sales and integration of online services that play an important role in identifying, acquiring and retaining customers, which is considered as the capital of the company. E-CRM relationship between the company and customers to create and enhance relationships with them through the use of modern technology to improve and increase. But the success of E-CRM is only through understanding the factors influencing the effectiveness and success of E-CRM can accessible. This study a model and framework to determine some critical factors of E-CRM is paid. Using structural equation model was tested with partial least squares. The results of the data collected from the 98 employees of the General Administration of Customs show the province of East Azerbaijan the impact of employee satisfaction on the performance of organizations and organizational culture, organizational strategy and innovation begins and the complementarity of these factors have a positive impact on the effectiveness of E-CRM systems.
References:
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