标题：Investigation of the Effect of Focusing on Customers, Knowledge Management, Organizing Business Processes and Up-to-Date Technologies on Establishment of Customer Relationship Management in Iranian Insurance Firms
期刊名称：International Journal of Advances in Management and Economics
印刷版ISSN：2278-3369
出版年度：2012
卷号：1
期号：4
出版社：International Journal of Advances in Management and Economics
摘要：Today, presence of a strong relationship with customers is among the most important success factors in every business. So concept of customer relationship management (CRM) meaning organizational efforts to create and provide customer value has attracted significant attention; thus, the purpose of this paper is to investigate factors influencing on establishment of customer relationship management in Iranian insurance firms. Totally, 250 questionnaires were distributed to managers and experts of insurance firms of Tehran city, that 230 questionnaires were used for the final analysis, which the results from analysis of them based on simple linear regression and Friedman test show that four factors including focusing on key and main customers, paying attention to knowledge management, organizing business processes and having modern and up-to-date technologies are influential in establishment of customer relationship management in Iranian Insurance Firms.
