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:: Volume 9, Issue 15 (9-2021) ::
JPE 2021, 9(15): 33-45 Back to browse issues page
Customer Relationship Management With The Help Of The Social Networks process
Sahar Salar * , Zahra Vazife , Adele Deghati
Abstract:   (716 Views)
 Background and purpose: In the age of communication, Social networks are considered as one of the phenomena of the contemporary world and one of the most controversial features in the cybercafe. Nevertheless, observations and studies show that many organizations are not only innovative and creative, but even incapable of coordinating with developments and developments in the present era, and often manage with the inefficient traditional practices They  get. Therefore, the purpose of this study was to investigate the relationship between social networks and customer relationship management, and then rank the dimensions of customer relationship management.
Materials and methods: This research is applied in terms of purpose, and in terms of the method of data collection, descriptive-survey. The statistical population of this research includes employees of bank branches of Rafah city of Zahedan city, among which 83 people were selected by random sampling   method. To test the hypotheses, Pearson correlation coefficient was used.
Results: The results of Pearson correlation coefficient showed that there is a positive and significant relationship between social networks and its components with customer relationship management (r = 32.6), and the ranking results also indicate the importance of focusing on key customers
Conclusion:
According to the results of the study, it is suggested to the authorities and managers of the banks of the country to focus their attention on the focus of key customers, because by focusing on this key dimension, they can the effectiveness of the customer relationship management system Improve the properly shape.
Keywords: Social Networks, Customer Relationship Management, ANP
Full-Text [PDF 467 kb]   (192 Downloads)    
Type of Study: Research | Subject: مدیریت بازرگانی
Received: 2019/02/17 | Accepted: 2021/06/13 | Published: 2021/09/22
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salar S, vazife Z, deghati A. Customer Relationship Management With The Help Of The Social Networks process. JPE 2021; 9 (15) :33-45
URL: http://jpe.mazums.ac.ir/article-1-146-en.html


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Volume 9, Issue 15 (9-2021) Back to browse issues page
Journal of Process Engineering

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