سال انتشار: ۱۳۸۴

محل انتشار: سومین کنفرانس بین المللی مدیریت

تعداد صفحات: ۷

نویسنده(ها):

Atousa Abbasnezhad –

چکیده:

The objective of this article is, Strategic planning of Customer Relationship Management(CRM)
on the basis of customer satisfaction criteria from service (mobile users). Customer perception is
the basis of this research. By consideration of customer satisfaction criteria in a survey study, and
Operational CRM characteristics in fields of service, marketing and sales, we planned the strategy
of CRM for mobile users of Tehran State.