Determining Critical Success Factors in Applying Customer Relationship Management Strategy in Carpet Industry

Ali Reza, Dehghani Sari, Nikzad Shahrivar
2015 International Journal of Basic Sciences & Applied Research   unpublished
In light of emergence of great changes in domain of communication and information technology in recent years, issue of Customer Relationship Management has found such an important strategy in business. This paper is aimed at determining key factors of success in applying customer relationship management in Carpet industry. According to adverse situation in Textile industry particularly in carpet industry, customer-oriented strategies and creation of a system for customer relationship management
more » ... tionship management can be beneficial for resolving the problems which exist in this industry resulting in improvement of this system. Therefore, the necessity of this research is revealed based upon the discussion provided in this paper. The results of this paper represent that two indices including interaction with customer and customer value and two other indices as customer satisfaction and customer recognition were categorized within pertinent and impertinent situation. Factors including culture, time, product process, sale, after sale services and Seating were ranked in customer satisfaction index.