customer relationship management (crm)

The purpose of customer relationship management is to develop profitable customer relationships and increase company value. Based on this, this research identifies factors affecting competitive advantage. The current research is applied in terms of purpose and in terms of survey method with model development approach. The time frame of the research is five years (2016-2016). For this purpose, information on the indices of 33 factors affecting competitive advantage in Tejarat Bank were entered into Bayesian averaging models (BMA), (TVP-DMA) and (TVP -DMS) Based on the error rate, the BMA model had the highest accuracy. After estimating the model, 8 main variables were identified. which includes the long-term account balance; the amount of use of mobile bank; the amount of internet bank usage; real customers; legal clients; special or normality of the customer; The type of job and education. In the next step, customers are entered into the LRFM model and categorized based on these variables, finally, the effect of non-fragile variables in the Markov switching model on profitability was analyzed. The results indicated that the majority of the variables have a positive and significant effect on the level of profitability, and by moving from the high prosperity to the deep recession, the impact of the variables has increased. As a result, it can be said that profitability in the state of economic recession has a higher sensitivity to explanatory variables.

Efficient and effective customer relationship management increases customer satisfaction and retention. Customer relationship management helps organizations evaluate profitability and customer loyalty using criteria such as repeat purchases, money spent, and durability. The main goal of this research was the dynamic modeling of communication with customers and the dynamic analysis of this model. The current research is applied in terms of purpose and in terms of survey method with model development approach. The time frame of the research is five years (2017-2021). For this purpose, information on the indices of 33 factors affecting competitive advantage in Tejarat Bank were entered into Bayesian averaging models (BMA), dynamic moving average model with parameters that can be changed over time (TVP-DMA) and dynamic selection model with parameters that can be changed over time (TVP). -DMS) Based on the error rate, the BMA model had the highest accuracy. After estimating the model, 8 main variables were identified. which consists of: long-term account balance; the amount of use of mobile bank; the amount of internet bank usage; real customers; legal clients; special or normality of the customer; Type of job and education. These 8 main identified variables were entered into the dynamic model and then the model was validated based on boundary adequacy tests, structure evaluation, integration error and sensitivity analysis.

In the 21st century and the millennium of information technology, the role of mass media is crucial and determinants, In other words, throughout the world, organizations are trying to use some kind of social media to their advantage. Meanwhile, banks are also one of the largest organizations that try to do business through social networking activities such as marketing, branding and customer relationship management. Therefore, the purpose of this study is to investigate the effect of social networks on customer relationship management in the banking industry. This research is practical in terms of purpose and in terms of its implementation method, a survey is carried out. The statistical population of the research includes employees of branches of bank of the city of Zahedan, which is a questionnaire based on the models used for social networks and customer relationship management design And distributed among 83 employees. The results of this questionnaire were analyzed by SPSS 24 and smart PLS softwares. The results showe that at 95% confidence level, the Navigation variables are 53/0, Intelligence 59, Interaction 0.26, and Source Credibility 0.47 of the changes related to customer relationship management.

Today, organizations offer goods and services that are defined by individual customers.  A customer relationship management system goes beyond the traditional operational automation of sales, marketing, supply chain or service through a technologist, and a CRM system goes beyond the quality of service or customer service.  Customer relationship management systems are systems about the transformation of the whole organization and how the organization's attitude to its customers.  The analytical model of the research used in this research has been extracted from the dimensions of establishing customer relationship management in Padmavasi et al. (2012).Golestan are that 186 people were selected as a sample using random sampling method and Krejcie and Morgan.The measurement tool in this research is a questionnaire whose face validity was confirmed by the supervisor and several experts.  After checking the validity and reliability of the questionnaire, information and data were collected and analyzed using descriptive and inferential statistics.  Data analysis was performed by descriptive statistics (including: frequency, relative frequency percentage) and inferential statistics (including Kolmogorov-Smirnov, binomial and Friedman tests) using SPSS software.  The results indicate that customer relationship management has been established in industrial production units under the auspices of the West Golestan Province Industry, Mining and Trade Organization.  We also used the Friedman test to rank the effectiveness factors of customer relationship management. The results indicate that customer profitability measurement system, business plan, key customer acquisition and retention, key customer classification and customer satisfaction measurement system have priority, respectively.

In the era of modern technology, providing superior e-banking services and benefitting customers from new technologies will be the basis for each bank's superiority over its rivals. Therefore, the proper way of attracting and communicating with customers and improving the quality of e-banking services can provide a platform for improving the marketing performance of banks. Accordingly, the main goal of this research is to recognize the position of customer relationship management strategies to improve the quality of electronic services in order to enhance marketing performance. In this research, a descriptive-correlation analysis of the required data from the statistical population of customers and employees of Parsian Bank branches in Tehran was gathered. The main instrument for collecting data is a questionnaire. After obtaining validity and reliability, 384 samples were sampled for clients and 217 were distributed to the staff of the statistical society. Data were analyzed using the Structural Equation Modeling Software through PLS software. The results of analyzes indicate confirmation of research hypotheses about the effect of the relationship between variables.

The aim of this study was to evaluate the impact of customer relationship management (CRM) and enterprise enterprise resource planning (ERP) on the performance of the organization with mediator role of integrated system and process (Case Study: MehvarSazan Iran Khodro Company). This study is applied and descriptive type. The population of the research including managers and experts of various sectors which was 120 peopole. Questionnaires distributed among the population and 91 questionnaires were returned. PLS software used to analyze the data collected. In this study, the effect of CRM, ERP organizations system and integrated process, were studied. The results showed that CRM and ERP have not any impact on pridiction thinking and would not make any performance valuein. Also, integrated system has a positive effect on CRM and ERP but it is not make the performance values. Process Integrated has apositive effect on CRM, but it is not a positive effect on ERP and it has no positive impact on the performance value. Finally, according to findings suggestions made to the officials and managers of MehvarSazan Iran Khodro.