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  3. The role of information and communication technology in the development of electronic customer relationship (ECRM) in Tejarat Bank

The role of information and communication technology in the development of electronic customer relationship (ECRM) in Tejarat Bank

Number of pages: 212 File Format: word File Code: 30107
Year: 2013 University Degree: Master's degree Category: Social Sciences - Sociology
Tags/Keywords: Communication - Development of electronic communication - Electronic communication - Information - Information technology - Tejarat Bank
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  • Summary of The role of information and communication technology in the development of electronic customer relationship (ECRM) in Tejarat Bank

    Master's Thesis in Social Communication Sciences

      

     

            

     

     

     

     

                  

    Abstract 1     

    Chapter One: General Research

    Introduction 3

    Statement of the problem 5

    Necessity and importance of research 6

    Research objectives 7

    Research questions 7

    Hypothesis Research methods 9. Research method 9. Statistical community 10. Data collection method 10. Data analysis method 10. Field of research 10.                          40 41 Information technology is a series of tools 41 42 Benefits of information technology in business organizations 42 43

    The role of IT in organizational processes 42 43 Information technology and organizational structure 43 44 Information technology and competitive advantage 45 46 New information technology Communication 46 47 The role of information technology in the organization 47 49 The direct effects and role of technology in creating flexibility in the organization 48 50 The impact of information technology changes 49 50 Information and communication technology 49 (h) Factors affecting the relationship between information technology and productivity in the organization 51 The role of information technology in human resources development 53

    Obstacles to implementing information technology in the organization 54 55 Customer relationship management 55 Electronic customer relationship management 56 History and definition of customer relationship management and its types 58 Types of technologies C R M 60 A strategic approach to customer relationship management and its strategy 62 Electronic customer relationship management 63 Customer relationship management applications 65 Different approaches to CRM 65 Benefits and benefits of communication with Customer 66 Data mining and its relationship with CRM 69 Attracting customers using supply chain synchronicity 71 Using customer awareness and insight 72 Opportunities provided by e-commerce and its relationship with customers 73

    E-CRM and its effects on customer satisfaction 74

    The most important cost objectives in the implementation of the E-CRM project 77

    Customer relationship management (CRM) methodology in world-class customers 81

    Types of customers and theoretical ratings of customers 82

    Organizational changes As a result of using CRM, the organizational structure of marketing in CRM is 90. The implementation process of CRM is 91.

  • Contents & References of The role of information and communication technology in the development of electronic customer relationship (ECRM) in Tejarat Bank

    Table of Contents:

    Table of Contents

    Title: Page

    Abstract

    Chapter 1: Research overview

    Introduction

    Problem statement 5

    Research necessity and importance. 6. Research objectives 7. Research questions 7. Research hypotheses 9. Research method 9. Statistical population 10. Data collection method 10. Information analysis method 10. Field of research 10. Theoretical framework and analytical model of research 11. Operational and theoretical definitions of words 14. Chapter two: Research literature

    Introduction 20

    Information Technology 21

    (Ch)

    Use of Information Technology 23

    Managers and Information Technology 23

    Measures of the organization to apply information technology 27

    Technology training 27

    Use of information technology in management 28 282829

    Organizations and information technology 29 30 Hierarchy Organizational 29 30 What is information?                                                        30 31 Different definitions of information from different angles 31 3132 32 Information technology 33 34 History of information technology 35

    The concept of information technology 34 35 The application of information technology 35 36 Reasons for the failure of organization development plans by technology         39 40 Information technology is a strategy 40 41 Information technology is a series of tools 41 42 The use of information technology by business organizations 41 4142 Advantages of technology Gathering information in business organizations 42 43 The role of IT in organizational processes 42 Information technology and organizational structure 43 44 Information technology and competitive advantage 44 45 46 New information and communication technology 46 47 The role of information technology in the organization 47 Direct effects and the role of technology in creating flexibility in the organization 48 50

    Impact of information technology changes 49 50 Information and communication technology 49 (H) Factors affecting the relationship between information technology and productivity in the organization 51 The role of information technology In the development of human resources 52 53 Obstacles to the implementation of information technology in the organization 54 55 Customer relationship management 55 Electronic customer relationship management 56 History and definition of customer relationship management and its types 58. Types of CRM technologies. 60. A strategic approach to customer relationship management and its strategy. 62. Electronic customer relationship management. 63. Customer relationship management applications. 65. Different approaches to CRM. 65

    Benefits and benefits from customer relationship 66

    Data mining and its relationship with CRM 69

    Attracting customers using supply chain synchronicity 71

    Using customer awareness and insight 72

    Opportunities provided by e-commerce and Its relationship with the customer 73 E-CRM and its effects on customer satisfaction 74 The most important cost objectives in the implementation of the E-CRM project 77 The methodology of customer relationship management (CRM) in the world class of customers 81 Customer types and theoretical ratings of customers 82. Organizational changes as a result of using CRM. 89. Organizational structure of marketing in CRM.                                     

The role of information and communication technology in the development of electronic customer relationship (ECRM) in Tejarat Bank
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