ارزیابی عملکردCRM در شرکت ایران خودرو مبتنی بر کارت امتیازی متوازن

Adam Lindgreen, Roger Palmer, Joelle Vanhamme, Joost Wouters
(2006), A relationship-management assessment tool: Questioning,
identifying, and prioritizing critical aspects of customer relationships,
Industrial Marketing Management 35, pp: 58, 60-63
2. Adrian Payne & Pennie Frow, (2005), A Strategic Framework for
Customer Relationship Management, Journal of marketing, vol. 69,
pp.170
3. Alejandra Costa Aizcorbe, Universidad Anáhuac, México, (2007)
Customer Relationship Management (CRM) As An Innovative
Element Of Direct Marketing And Its Impact On Market
Performance, International Business & Economics Research Journal –
Volume 6, Number 5,pp.8
4. Atul Parvatiyar1 & Jagdish N. Sheth2, (2001), “Customer
Relationship Management: Emerging Practice, Process, and Discipline”,
Journal of Economic and Social Research 3(2), 1-34
5. Bhuvan Sharma, Deepali Singh and Rajiv, (2001), Effective
Customer Relation Management Through Customer Knowledge
Management, Book of customer relationship management: Emerging
Concept, Tools and Application , chapter 4
6. Chihli Hung, Chih-Fong Tsai, (2008), Market segmentation based on
hierarchical self-organizing map for markets of multimedia on
demand, Expert Systems with Applications, 34,pp.780
7. Eunju Ko, Sook Hyun Kim, Myungsoo Kim, Ji Young Woo, (2008),
Organizational characteristics and the CRM adoption process,
Journal of Business Research, 61,pp.66
8. Evangelia Blery, (2006), Customer relationship management: A case
study of a Greek bank, Journal of Financial Services Marketing, Vol.
11,2 ,pp.117
9. Hyung-su Kim, Young - Gul Kim (2008) “A CRM performance
measurement framework:its development process & application”
Industrial Marketing Management
10. Jonghyeok Kim, Euiho Suh, Hyunseok Hwang, (2003) , A Model
For Evaluating The Effectiveness Of CRM Using The Balanced
Scorecard, Journal Of Interactive Marketing, vol 17 / No 2, pp.7
11. Luis E. Mendoza, Alejandro Marius, Maria Pérez, Anna C. Griman,
(2007), Critical success factors for a customer relationship
management strategy, Information and Software Technology, 49,
pp,913-914,921
12. LYNETTE RYALS, SIMON KNOX, (2001), Cross-Functional
Issues in the Implementation of Relationship Marketing Through
Customer Relationship Management, European Management Journal,
Vol. 19, No. 5, pp.538
13. Malte Dous, Harald Salomann, Lutz Kolbe, Walter Brenner, (2005),
Knowledge Management Capabilities in CRM: Making Knowledge

For, From and About Customers Work, Proceedings of the Eleventh
Americas Conference on Information Systems, Omaha, NE, USA
August 11th-14th,pp.196
14. Marianna Sigala, 2005, Integrating customer relationship
management in hotel operations: managerial and operational
implications, International Journal of Hospitality Management, 24, pp.
392
15. Mosad Zineldin, (2006), The royalty of loyalty: CRM, quality and
retention, Journal of Consumer Marketing, 23/7, pp.434,435
16. Pauline A. Wilcoxa, Calin Guraub, (2003) , Business modeling with
UML: the implementation of CRM systems for online retailing,
Journal of Retailing and Consumer Services, 10,pp.182
17. Paulo A.Rheingantz, (2003), Cosenza hierarchical analysis model for
the performance assessment of office building, Facilities, volume 21,
Number13/14, pp.340 27
18. Ricardo Chalmeta, (2006), Methodology for customer relationship
management, The Journal of Systems and Software, 79, pp .1019
19. Sevki Ozgenera, Rifat Irazb, (2006), Customer relationship
management in small – medium enterprises: The case of Turkish
tourism industry, Tourism Management, 27,pp.1358
20. Stan Maklan, Simon Knox and Lynette Ryals, (2005), Using Real
Options to Help Build the Business Case for CRM Investment, Long
Range Planning, 38,pp.394
21. Thompson S.H. Teo, Paul Devadoss, Shan L. Pan, (2006), Towards a
holistic perspective of customer relationship management (CRM)
implementation: A case study of the Housing and Development
Board, Singapore Decision Support Systems, 42, pp.1614
22. Tim Coltman. (2007), Why build a customer relationship
management capability?, Journal of Strategic Information Systems,
16,pp.302
23. Yichen Lin, Hwan-Yann Su, Shihen Chien, (2006), A knowledgeenabled
procedure for customer relationship management, Industrial
Marketing Management, 35,pp.448
24. Yonggui Wang, Hing Po Lo, Renyong Chi and Yongheng Yang,
(2004), An integrated framework for customer value and customerrelationship
management performance: a customer-based perspective
from China, Journal of Managing Service Quality, Volume 14 Number
2/3,pp.173