Sajjad Shokohyar; Ruhollah Tavallaee; Khadijeh Keramatnia
Volume 4, Issue 7 , July 2017, , Pages 720-744
Abstract
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, ...
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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.
Sajjad Shokohyar; Ruhollah Tavallaee; Khadijeh Keramatnia
Volume 3, Issue 2 , February 2016, , Pages 85-104
Abstract
The main objective of this study is to provide a model for assessing organizational readiness for accepting social customer relationship management (SCRM). The dilemma, the organizations are faced with is that they go ahead directly toward the preparation and implementation of new technologies, especially ...
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The main objective of this study is to provide a model for assessing organizational readiness for accepting social customer relationship management (SCRM). 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. In this research, after studying various resources, in particular, resources related to the assessment of organizational readiness in accepting information systems and social networks-based systems for using in organizations businesses and the proposed models by the mentioned resources, components and sub-components affecting the organization's readiness in accepting SCRM have been identified and extracted. We categorized them in four main categories and dimensions, naming organizational, technological, human and environmental factors. Each of these main components includes sub-components that are mentioned in this research.
Ali Rezaeian; Sajjad Shokohyar; Fariba Dehghan
Volume 3, Issue 1 , January 2016, , Pages 61-74
Abstract
Today the use of modern technologies in the daily life for satisfying the needs is unavoidable. Follow the news and searching through the internet has affected organizations to provide platform on the Internet for availability of information for the customers. With the development of e-commerce, online ...
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Today the use of modern technologies in the daily life for satisfying the needs is unavoidable. Follow the news and searching through the internet has affected organizations to provide platform on the Internet for availability of information for the customers. With the development of e-commerce, online shopping plays an increasingly important role in people’s life. With the use of data mining technique prospect, managers of this site can analyze preferences and purchasing patterns of online customers in order to custom product recommendations. Data mining helps to provide services in accordance with customers’ requirements. The aim of this research is to identify the customers’ requirements in online shopping and cluster these customers based on independent attributes such as gender, product classification, recency, frequency and monetary. For this purpose, the data related to Nyazco website that is an e-commerce website with a variety of products, were examined as a case study in the period of 7 months. The authors of this paper will define four clusters by using k-means algorithm and RFM model by IBM SPSS Modeler 14.2 software. Customers in the third cluster and fourth cluster will be identified as the most important customers. Therefore, providing the demands of these customers should be prioritized.
Ruhollah Tavallaei; Sajjad Shokohyar; Seyedeh Mehrsa Moosavi; Zahra Sarfi
Volume 2, Issue 9 , September 2015, , Pages 1005-1019
Abstract
The main purpose of this study is to present a new Business Intelligence Maturity Model according to the prior models and their available components to review the level of Business Intelligence maturity in organizations. The business maturity helps all organizations to get safe and effective operations ...
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The main purpose of this study is to present a new Business Intelligence Maturity Model according to the prior models and their available components to review the level of Business Intelligence maturity in organizations. The business maturity helps all organizations to get safe and effective operations without extra troubles and, executive expenses and trial & error through reporting and data analyzing. Today we can strongly claim that applying the business intelligence solution in an organization makes it more powerful and discriminates it from the others by the increase in competitiveness. This solution causes organizations to use competitive advantages and pioneer through available information. This is a practical research in which we use a survey descriptive method and matter. The result of the study is to create a new model in order to study the level of business intelligence maturity in the banking industry which has maturity levels including initial, immature, controlled, managed and mature, and effective infrastructures on BI system which contains technology, organizational culture, and rules.
