Execution of CRM Projects is accompanied by frequent risks and incertitude. Therefore, it is necessary to reduce the considered risk in order to be able to access the related advantages. For this purpose, the current status of Customer Relationship Management (CRM) should be determined in order to pave the path for reaching a desirable status. Therefore, this research is carried out for the determination of factors that can be helpful for the success CRM in Iran National Gas Co. with the consideration of entire effective aspects and factors. In this research, first through a relatively comprehensives analysis of the literature, crucial factors of success of this ambit were extracted. Then these factors were sent to 150 experts in the field of CRM and IT in Iran National Gas Company through a questionnaire. After gathering information for the sake of this questionnaire from 150 experts, 30 elementary indicatives were confirmed through factor analysis and were put in 7 factors. With the help of Group AHP Technique and gathering comments of 20 experts of Iran National Gas Company, weight of indicatives and their factors and ranking status were estimated for the determination of the final score of each indicative and factor and ranking of indicatives and factors were done accordingly.
کلید واژگان :Customer Relationship Management (CRM), Preparation, Crucial Factors of Success (CFS), Factor Analysis, AHP, Iran National Gas Company (INGC).
ارزش ریالی : 600000 ریال
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