3667

3467

كارشناسي ارشد

صنايع

اصفهان: دانشگاه صنعتي اصفهان، دانشكده

1386

ده، 93، [II] ص: مصور، جدول ، نمودار

ص.ع. به فارسي و انگليسي

بهروز ارباب شيراني

غلامعلي رئيسي اردلي

30/5/86

فرزاد موحدي

ID3467

به فارسي و انگليسي: قابل رويت در نسخه ديجيتال

AbstractToday customers are supposed as a one of the most important organization strategicPartner In two last decades by increasing technological improvement and competitiveenvironment customer role are being changed This sudden change makes many powerfulcompanies to change their attitude and behavior about their customers Recently Customer Relationship Management CRM is being paid attention forimproving and optimizing Customer Service Processes But due to some reasons most ofCRM projects are failed One of the most important failures for CRM project is strategicfailure In this thesis is been trying to develop knowledge Base strategic management model The protocol is used to develop this model is balanced scorecard Today balancedscorecard is supposed as important managerial tool Proposed strategic model customize balanced scorecard perspectives for customers tosimulate customer value chain At the end proposed model is compared with the unique strategic model which iscurrently used in CRM systems and define weaknesses and strengths of both Models

بهروز ارباب شيراني

غلامعلي رئيسي اردلي

فرزاد موحدي