Detecting success factors of electronic customer relationship management (e_CRM) system to establish an appropriate model in police call centre of Iran

Abstract

The present research aims to describe and explain factors affecting the success of eCRM system in police telephone-contact centers as a part of their interactive and relationship-oriented programs. In this study, one of the most famous models implemented in several industries such as insurance industry has been evaluated; the results then have been modified for application. The results, in fact, corroborate the main hypothesis, which points to the existence of a relationship between an establishment and its institutional success. In other words, having established an eCRM system, institutions will witness an increase in efficiency, staff satisfaction, and eventually customer satisfaction. The results may also explain the failure of some huge investments in implementing modern technology to disseminate information and establish communication by indicating that large investments in technology do not necessarily bring about required improvement in efficiency. It has also been demonstrated that expanding types of services to include ones such as providing counseling via telephone and placing accurate and relevant information on the website needs to be considered as part of an eCRM system agenda.

Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co

“…Customer loyalty is the most excellent level of customer satisfaction (Hill, & Alexander, 2000). Customer satisfaction and service quality have been defined by marketing researchers in different ways (Yazdanpanah & Gazor, 2012), in detecting success factors of electronic customer relationship management (ECRM) system. According to Yazdanpanah and Gazor (2012), the ECRM can increase customer satisfaction and improve services.…”

“…Customer satisfaction and service quality have been defined by marketing researchers in different ways (Yazdanpanah & Gazor, 2012), in detecting success factors of electronic customer relationship management (ECRM) system. According to Yazdanpanah and Gazor (2012), the ECRM can increase customer satisfaction and improve services. Therefore, many organizations extremely consider service quality to obtain their customers' satisfaction and loyalty (Gazor et al, 2012.…”

Analyzing effects of service encounter quality on customer satisfaction in banking industry

“…Yazdanpanah and Gazor (2012), in assessing success factors of electronic customer relationship management (ECRM) system mentioned that proper ECRM could increase customer satisfaction and improve services. Oliver (1997) defined satisfaction as "the consumer's fulfillment response, the degree to which the level of fulfillment is pleasant or unpleasant".…”