Customer relationship management maturity model (CRM3): A model for stepwise implementation

Authors

  • Babak Sohrabi University of Tehran
  • Mohammad Haghighi University of Tehran
  • Amir Khanlari University of Tehran

Keywords:

Customer relationship management (CRM), risk reduction, Critical success factors (CSFs), maturity model

Abstract

Being multifaceted process, implementing customer relationship management (CRM) project has a high risk and uncertainty that must be reduced using planning to get the desirable benefits. As a matter of fact, existing and optimal position must be determined to reduce the gap between them via suitable investment. To identify this gap as well as the way to higher and optimal condition, maturity model can be used. Relying on extended literature, the present paper reviews the existing models and then develops a model for measuring CRM maturity based on CRM critical success factors, CMMI levels and RADAR logic.

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Author Biographies

Babak Sohrabi, University of Tehran

Babak Sohrabi is Associate Professor in Department of Information Technology Management, Faculty of Management at University of Tehran, Iran. He received his PhD degree in Management Science, from Lancaster University, England in 2000. He is the Editor-in-Chief of Knowledge management Journal at University of Tehran. His research interests include Artificial Intelligence, Knowledge management, electronic commerce, decision support systems and organizational impact of information technology. His research has appeared in Journal of Interdisciplinary Mathematics, International Journal of Engineering, Journal of operational Research Society, International Journal of production Research, Computers & Industrial Engineering, Review of business information systems, International journal of knowledge management and others.

 

Mohammad Haghighi, University of Tehran

Mohammad Haghighi  is assistant  Professor in Department of Business Administration, Faculty of Management at University of Tehran, Iran. He received his PhD degree in Business education, from Colorado University, USA in 1983. His research interests include International Business and Marketing, Brand Management, and Customer Relationship Management.His research has appeared in several local journals.

Amir Khanlari, University of Tehran

Amir Khanlari is PhD student of Marketing Management in the faculty of management at the University of Tehran in Iran. He received a master Degree from University of Tehran in information technology management. His research interests include customer relationship management, knowledge management, and business intelligence. He has published his papers in the Journal of Computers and Industrial Engineering, International journal of knowledge management, International journal of human sciences, Iranian Journal of Accounting & Auditing Review and several local journals.

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Published

2010-01-10

How to Cite

Sohrabi, B., Haghighi, M., & Khanlari, A. (2010). Customer relationship management maturity model (CRM3): A model for stepwise implementation. Journal of Human Sciences, 7(1), 1–20. Retrieved from https://j-humansciences.com/ojs/index.php/IJHS/article/view/802

Issue

Vol. 7 No. 1 (2010)

Section

Behavioral Sciences

License

Uluslararası İnsan Bilimleri Dergisi ISSN:1303-5134
International Journal of Human Sciences ISSN:2458-9489
 
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