List of Articles E-CRM

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  1 - Identifying and prioritizing success factors in E-CRM using OPA (Case study: Parsian Insurance)
  Mahnaz Zarei Mahbubeh Shojayi
  Nowadays organizations are extensively looking for ways to interact and make effective contact with customers. Internet technology (IT) make able organizations to attract new customers. it traces both customers’ online behavior and performance, besides, making communica More

  Nowadays organizations are extensively looking for ways to interact and make effective contact with customers. Internet technology (IT) make able organizations to attract new customers. it traces both customers’ online behavior and performance, besides, making communications, products, services, and prices unique. The present study is aimed to identify and prioritize the success factors in electronic customer relationship management (E-CRM) through the use of the Ordinal Priority Approach (OPA) in the central branch of Parsian Insurance Company. At first, the identified factors from related studies are validated by using the Fuzzy Delphi Method (FDM). In the following, the final rank and weight of each factor are calculated by means of OPA. According to the obtained results “existence of appropriate technical, communication infrastructures”, “allocation of needed financial resources”, and “support, commitment, and learning of top and senior managers” are determined as the most substantial factors in E-CRM success. In contrast, "capable of integration with other systems", "learning culture", and "existence of complaint system" are recognized as the least important E-CRM factors in the Persian insurance enterprise. Manuscript profile
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  2 - A Technology Acceptance Improvement Model for Effective Electronic Customer Relationship Management (Case study: Departments of Tejarat Bank in Yazd)
  S. M. Zanjirchi A. R. Konjkave Monfared S. H. Hataminasab A. Noori H. Sattarzade
  Purpose: In the banking system, Customers are the main axis and in fact everything is done to attract their attention. In a competitive environment, banks are succeeding those more loyal customers. On the other hand, despite the steady growth in the number of worldwide More

  Purpose: In the banking system, Customers are the main axis and in fact everything is done to attract their attention. In a competitive environment, banks are succeeding those more loyal customers. On the other hand, despite the steady growth in the number of worldwide installations, web-based CRM software (e-CRM) installations are failures. So, the technology acceptance model is particularly useful for explaining and analyzing IS-usage behavior. Hence in this paper a technology acceptance model, for exploring e-CRM adoption introducing and analyzing. Methodology: The method of nature study - descriptive survey of the target is applied. It was done in 1389. All branches of Yazd Tejarat for population are selected. The sample size is 242. Moreover LISREL software to evaluate and analyze the model fitting is used. Findings: Results show that the effect of complexity, observatory and consistency on attitude is not significant. But, comparative advantage, individual, organizational and environmental factors have a significant effect on attitude. So, these factors are critical for user attitude toward using e-CRM. Originality/Value: Organizations should first carefully consider the potential impact of these factors before implementing the IS innovation in organizations. Manuscript profile
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  3 - Determining the Dimensions of Electronic Customer Relationship Management (E-CRM) in Gharzolhasaneh Mehr Iran Bank
  Mohamad Ali Tadayon Reza Ebrahimzade Dastgerdi Alborz Gheitani Mehrdad Sadeghi
  10.30495/jsm.2021.1943167.1553
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  4 - Effect of E-CRM System on Attracting Bank Deposits
   Farnad Zahra Sadat Afghah
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