These days, we see an increasing competition among different business owners and they strive for customer retention. Customer relationship management plays an important role to increase business performance and attracting new customers in an attempt to have more market shares. One primary concern is to find more about important factors influencing customers being satisfied with different services they may receive. This paper performs an empirical investigation to find important factors influencing customer relationship management (CRM) in information and communication firm is city of Tehran, Iran. The survey uses factor analysis to find important factors using a questionnaire consist of 27 variables. Cronbach alpha is calculated as 0.861, which validates the questionnaire. The survey detects six factors influencing CRM learning performance attributes, enterprise resource planning, perception attributes, structure oriented, perception image and organizational resources.

Nowadays, increasing competition is forcing businesses to pay more attention on customer satisfaction providing strong customer services. Increased competition has also increased marketing activities. This paper presents an empirical investigation to determine important factors influencing purchase decision involvement in food industry in city of Tehran, Iran. The study designs a questionnaire in Likert scale, distributes it among 270 experts in food industry and, using principle component (PCA) analysis, extracts important group of factors. The questionnaire consists of 27 questions, which is reduced to 23 questions because of sensitivity of the PCA to Skewness of data. Cronbach alpha is calculated as 0.81, which is well above the minimum acceptable level. The results indicate that there were four factors including individual differences, product validation, triggers and dependent behavior influencing purchasing decisions.