بررسی عوامل مؤثر بر استقرار فرایند مدیریت ارتباط با مشتری در شرکت های بیمه

منابع فارسی

1-امیری، یاسر(1388). بررسی کیفیت خدمات مدیریت ارتباط با مشتری و تدوین برنامه بهینه CRM در نظام بانکداری با استفاده از تکنیک TOPSIS (مطالعه­موردی: بانک تجارت شیراز)، فصلنامه علمی-پژوهشی مدیریت صنعتی دانشگاه آزاد واحد سنندج، سال4، شماره10، 56-43.

2-خانلری، امیر (1385). ارائه مدلی مفهومی جهت سنجش بلوغ مدیریت ارتباط با مشتری در سازمان‌های فناوری اطلاعات، پایان نامه کارشناسی ارشد دانشگاه تهران.

3-دهمرده، نظر، شهرکی، علیرضا و لکزایی، محمود(1389)، شناسایی و رتبه بندی عوامل تاثیرگذار در فرایند پیاده سازی سیستم مدیریت ارتباط با مشتری، فصلنامه علمی-پژوهشی مدیریت صنعتی دانشگاه آزاد واحد سنندج، سال5، شماره11، 100-91.

4-رنجبریان، بهرام(1378). بازاریابی و مدیریت بازار، چاپ اول، شرکت چاپ و نشر بازرگانی وابسته به مؤسسه مطالعات و پژوهشهای بازرگانی.

5-عباسی، محمدرضا و ترکمنی، محمد(1389). مدل نظری اجرای مدیریت ارتباط با مشتری (CRM)، بررسی­های بازرگانی، شماره 41.

 

منابع انگلیسی

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