A strategy-based process for effectively determining system requirements in eCRM development

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

“…Customer value is what leads to increased loyalty, sales, and retention rates (Karakostas et al, 2005;Kennedy & King, 2004;Buckinx & Van den Poel, 2005). Racherla & HU, 2008;king & Burgess, 2007;Hallowell, 1996;Ranjan & Bhatnagar, 2009;Sophonthummapharn, 2009;Fluss, 2008 A tool for optimizing sell, income, and benefit Racherla & HU, 2008;Guleri, 2000;Rigby et al, 2002;kim et al, 2003;Ranjan & Bhatnagar, 2009;Greenberg, 2004;Sophonthummapharn, 2009;Butler, 2000 A process for collecting, saving, and analysis of information to attract and retain customers Racherla & HU, 2008;Hallowell, 1996;Garrido-Moreno & Padilla-Meléndez, 2011;Zandi & Tavana, 2011;Mendoza, 2007;Sivadas & Baker-Prewitt, 2000;Sophonthummapharn, 2009;Wu & Hung, 2009;Day, 1994;Roh et al, 2005;king & Burgess, 2007;Galimi, 2000 A process of access and retaining of selecting customers and long-term participation and relationship with them Hallowell, 1996;Nguyen et al, 2007;Ranjan & Bhatnagar, 2009;Kirby, 2001;Mendoza, 2007;Sophonthummapharn, 2009;Roh et al, 2005;Irani, 2002 Applying information technologies in activities integrations Racherla & HU, 2008;…”

“…Information technology (IT) plays a remarkable role in various businesses (Sophonthummapharn, 2009). To be successful at e-commerce, companies have to rethink their business focus and the business models must emerge from production-centric to customercentric (Wu & Hung, 2009). Kim and Hawamdeh (2008) emphasized expanding customer knowledge and its use in e commerce web sites (Kim & Hawamdeh, 2008).…”

“…Attributions of CRM Reference Attributions of CRM Wu & Hung, 2009;Goldenberg, 2008;Racherla & HU, 2008;king & Burgess, 2007;Hallowell, 1996;Ranjan & Bhatnagar, 2009;Sophonthummapharn, 2009;Fluss, 2008;Foss & stone, 2002 Income increase Racherla & HU, 2008;Hallowell, 1996;Ranjan & Bhatnagar, 2009;Sophonthummapharn, 2009;Wu & Hung, 2009;Goldenberg, 2008;Foss & stone, 2002;Kim et al, 2003;Roh et al, 2005;King & Burgess, 2007;Mendoza, 2007;Kımıloglu & Zarali, 2009 Performance improve Racherla & HU, 2008;Hallowell, 1996;Ranjan & Bhatnagar, 2009;Sophonthummapharn, 2009;Wu & Hung, 2009;Goldenberg, 2008;Foss & stone, 2002;Kımıloglu & Zarali, 2009 Competitive advantage Racherla & HU, 2008;Ranjan & Bhatnagar, 2009;Sophonthummapharn, 2009;Wu & Hung, 2009;Goldenberg, 2008;Foss & stone, 2002;Kim et al, 2003;Kımıloglu & Zarali, 2009 Loyalty enhance Racherla & HU, 2008;Hallowell, 1996;Goldenberg, 2008;Foss & stone, 2002;…”

“…The eCRM is defined by Lee-Kelley et al (2003) as the marketing activities, tools, and techniques, delivered over the internet using technologies such as web sites and e-mail, data-capture, warehousing, and mining with a specific aim to locate, build and improve longterm customer relationships to enhance their individual potential. More recently, researchers have also explained that eCRM usage can improve firm revenues, internal processes, learning and overall performance (Wu & Hung, 2009;Coltman, 2007;Richard et al, 2007) as well as salespeople's productivity and call center agents' job performance (McNally, 2007;Ahearne et al, 2007;Jelinek et al, 2006).…”

“…CRM allows for direct connection between buyers and sellers, full information exchange between them, time and space economization, interactivity with customers, real-time collection and integration of disparate sources of customer and competitor information (Sophonthummapharn, 2009;Greenberg, 2004;Guleri, 2000;Racherla & HU, 2008). The necessity of developing and maintaining a strong and lasting relationship with customers, the relative low costs of keeping the current customers as compared with finding new ones, and finally the importance of focusing on key customers as the most efficient source of profit, have forced these institutions to make huge investments in customer relationship systems (Wu & Hung, 2009). …”