The Identification and Ranking of Effective Indicators in Assessing Organization Readiness to Accept Social CRM Using FANP

Document Type: Original Research


1 Faculty Member of Information Technology Management Group, Shahid Beheshti University, Tehran, Iran

2 Master of Information Technology Management, Department of Information Technology Management, Shahid Beheshti University, Tehran, Iran


For today's organizations, customers have become important resources and communications with them have been considered as valuable assets and investments. Therefore, the effective management of customer relationship has become a preferred task and an approach for managing in many organizations. The dilemma, the organizations are faced with is that they go ahead directly toward the preparation and implementation of new technologies, especially the technology without determining their level of readiness and this causes that they fail at the implementation stage or they do not benefit from the investment and spending they have done. This study wants to investigate the indicators involved in successful acceptance of this product and the degree of importance of these indicators compared to other indicators. After identifying these indicators, according to the research background and internal experts' opinion, the status of these indicators has been assessed and they were ranked using multi-criteria decision-making model known as fuzzy analytic network process in Iran's Mellat Bank. Finally, by examining the fuzzy average of the studied organization data, a general consensus has been achieved about the importance of each indicator as well as their ranking based on the weight of each indicator compared to other indicators in assessing Iranian organization readiness to accept social customer relationship management. It is worth mentioning that this research paid more attention to negotiations and meetings with chief technology officers, customer relationship experts, strategic managers, project managers and human resource managers.


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