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Open Access Article
1 - Improving Performance of Customer Relationship Management through Applying Knowledge Management
Reza Radfar N. Rezaei-MalekCustomer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies. The critical role of KM as the main determinant of the success of CRM has been the focal point of the p MoreCustomer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies. The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), Staff Knowledge (SK), and Market Knowledge (MK)-on CRM. The data collection is done through participation of 113 experts in selected banks and through applying Structure Equation Modeling (SEM) and Factor Analysis the relationships between KM and selected parts of CRM improvement is examined. The Privatization in Iran has already affected the state banks in some areas such as competitiveness, customers, and reputation; therefore, it would be necessary to find a way to reduce this competitive gap in the banking sector. The findings of the present study indicated that the KM capabilities, which proved to be effective in more than 60% of the selected parts, could not be taken as the only factors contributing to CRM improvement; this is why KM factor can lead to improvement in CRM sub modules such as Service Management, Complain Management and Suggestion Management. Manuscript profile -
Open Access Article
2 - A Suitable Innovation Type to Improve the Added Value in Entrepreneurship
Reza Radfar Parham JahangirDue to the tough on-going competition between producers of commodities and services, the prices of products are continuously going down nowadays. To avoid bankruptcy in such circumstances, organizations have focused on the application of technological innovations that e MoreDue to the tough on-going competition between producers of commodities and services, the prices of products are continuously going down nowadays. To avoid bankruptcy in such circumstances, organizations have focused on the application of technological innovations that enable them to respond to the needs of their clients. It is to this end that they attempt to gain the market and increase their sales to satisfy their clients and ultimately, depending upon the innovation, competitiveness and technological advancement, make fortune. Therefore, utilizing economic models, where innovation plays a pivotal role in growth and development has drawn the attention of many policy makers and managers. One of the most important economic models is entrepreneurship model based on Schumpeters theory which states that entrepreneur and enterprises are the engine to drive and generate economy; the establishment of new entrepreneurship enterprises based on innovation and creative destruction to provide value added is a central issue accordingly . The basis for establishing new entrepreneurship enterprises is discussed form five angles in Schumpeters theory. This includes innovation in offering new product, the production processes, making changes in raw materials and cutting prices, seeking new markets and developing the organization. However this theory has not any methodology to determine of types of the best innovation to create the most value added; this paper intends to develop Schumpeters theory through presenting an entrepreneurship model. The results shows that enterprises can attain the best type of innovation and make the most value added in their entrepreneurship projects, if they scrutinize their contingency conditions and fit them into the selected model. Last but not least, this model is suggested to active enterprises as internal entrepreneurs. Manuscript profile
List of Articles Reza Radfar
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