How to cite this paper
Saeidipour, B & Ismaeli, S. (2012). A study of how to implement a successful CRM by identifying challenges using DEMATEL method: An empirical study on small to medium business units.Management Science Letters , 2(1), 363-368.
Refrences
Cheshmberah, M., Zahedi, M. R., Hadizadeh, A., & Tofighi, S. M. (2011). A mathematical model for optimum single-commodity distribution in the network of chain stores: a case study of food industry. Management Science Letters,1(4), 575–582.
Cheng, B.W., Chang, C.L., & Liu, I.S. (2005). Establishing customer relationship management framework in nursing homes. Total Quality Management, 16(5), 607–629.
Day, G.S., & Van den Bulte, C. (2002). Superiority in customer relationship management: Consequences for competitive advantage and performance. The Wharton School, University of Pennsylvania, 1–49.
Fitzgibbon, C., & White, L. (2005). The role of attitudinal loyalty in the development of customer relationship management strategy within service firms. Journal of Financial Services Marketing, 9(3), 214-230.
Giga Information Group, Inc. (2001). Seven out of ten CRM projects fail. Computing, 16.
Jackson, T. W. (2005). CRM: From art to science. Journal of Database Marketing & Customer Strategy Management, 13(1), 76-92.
King, S.F., & Burgess, T.F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37, 421–431.
Mendoza, L.E., Marius, A., Pérez, M., & Grim?n, A.C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49, 913–945.
Ozgener, S., & ?raz, R. (2006). Customer relationship management in small–medium enterprises: The case of Turkish tourism industry. Tourism Management, 27, 1356–1363.
Ryals, L., & Payne, A. (2001). Customer relationship management in financial services: Towards information enabled relationship marketing. Journal of Strategic Marketing, 9, 3-27.
Rafeie rad, D., Amiri, M., Gardeshi, M., & Siahkali Moradi, J. (2011). Application of factor analysis for agile supply chain classification: A case study on the Iranian automotive parts supplier (SAPKO). Management Science Letters, 1(4), 457–466.
Seeman, E.D., & O’Hara, M. (2006). Customer relationship management in higher education: Using information systems to improve the student-school relationship. Campus-Wide Information Systems, 23(1), 24-34.
Sigala, M. (2005). Integrating customer relationship management in hotel operations: Managerial and operational. Hospitality Management, 24, 391–413.
Shekari, H., Shirazi, S., Afshari, M. A., & Veyseh, S. M. (2011). Analyzing the key factors affecting the green supply chain management: A case study of steel industry. Management Science Letters, 1(4), 541–550.
Verhoef, P.C., & Langerak, F. (2002). Eleven misconceptions about customer relationship management. Business Strategy Review, 13(4), 70–76.
Cheng, B.W., Chang, C.L., & Liu, I.S. (2005). Establishing customer relationship management framework in nursing homes. Total Quality Management, 16(5), 607–629.
Day, G.S., & Van den Bulte, C. (2002). Superiority in customer relationship management: Consequences for competitive advantage and performance. The Wharton School, University of Pennsylvania, 1–49.
Fitzgibbon, C., & White, L. (2005). The role of attitudinal loyalty in the development of customer relationship management strategy within service firms. Journal of Financial Services Marketing, 9(3), 214-230.
Giga Information Group, Inc. (2001). Seven out of ten CRM projects fail. Computing, 16.
Jackson, T. W. (2005). CRM: From art to science. Journal of Database Marketing & Customer Strategy Management, 13(1), 76-92.
King, S.F., & Burgess, T.F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37, 421–431.
Mendoza, L.E., Marius, A., Pérez, M., & Grim?n, A.C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49, 913–945.
Ozgener, S., & ?raz, R. (2006). Customer relationship management in small–medium enterprises: The case of Turkish tourism industry. Tourism Management, 27, 1356–1363.
Ryals, L., & Payne, A. (2001). Customer relationship management in financial services: Towards information enabled relationship marketing. Journal of Strategic Marketing, 9, 3-27.
Rafeie rad, D., Amiri, M., Gardeshi, M., & Siahkali Moradi, J. (2011). Application of factor analysis for agile supply chain classification: A case study on the Iranian automotive parts supplier (SAPKO). Management Science Letters, 1(4), 457–466.
Seeman, E.D., & O’Hara, M. (2006). Customer relationship management in higher education: Using information systems to improve the student-school relationship. Campus-Wide Information Systems, 23(1), 24-34.
Sigala, M. (2005). Integrating customer relationship management in hotel operations: Managerial and operational. Hospitality Management, 24, 391–413.
Shekari, H., Shirazi, S., Afshari, M. A., & Veyseh, S. M. (2011). Analyzing the key factors affecting the green supply chain management: A case study of steel industry. Management Science Letters, 1(4), 541–550.
Verhoef, P.C., & Langerak, F. (2002). Eleven misconceptions about customer relationship management. Business Strategy Review, 13(4), 70–76.