ارائه مدل مدیریت پرتفوی مشتری (CPM) به منظور بهبود مدیریت روابط مشتری(CRM)

Chicu, D., Valverde, M., Ryan, G., Batt, R., (2016). The serviceprofit chain in call centre services. J. Serv. Theory Pract. 26 (5), 616---641.
 Chio, B. (2016). Fundamental concepts of e-business (CRM). Network Magazine. 32. (Persian).
 Cho, S. (2018). Assessing the readiness of firms for CRM: a literature review and research model. In System Sciences, 2003. Proceedings of the 36th Annual Hawaii International Conference on (pp. 10-pp). IEEE.
 Cho, Z (2018). Organizational, technical and data quality factors in CRM adoption-SMEs perspective, Industrial Marketing Management Journal, 40: 376 383.
 Feran, J.B (2019). Firms’ resources and sustained competitive advantage, Journal of Management, 17(1): 99–120.
 Friend, S. B., & Johnson, J. S. (2014). Key account relationships: An exploratory inquiry of
customer-based evaluations. Industrial Marketing Management, 43, 642–658.
 Gay, M (2013). Statistical analyzes using SPSS. New Book Publishing. First Edition. Tehran. 193.
 Jiang, W (2018). KM capabilities in CRM: Making knowledge for, from and about customers work, In Proceedings of the eleventh Americas conference on information systems Omaha, NE, USA: 167–178.
 Kano, H. (2018). Building more efficient businesses. CMA MANAGEMENT,79(9), 32.
 Lano, A. (2019). The design, implementation and monitoring of a CRM programme: a case study. Marketing Intelligence & Planning, 22(2), 160-186.
 Lee, A.,, J. R. (2018). Organizing for CRM.McKinsey Quarterly, 3, 80-91.
 Lin, M. (2019). The impact of the foundations of relationship marketing on customer loyalty: comparing public and private banks. Journal of Management Business. 1 (2): 83-100.
 Lio, D. F. (2019). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50.
 Mendez, B. N. (2018). Customer relationship management implementation: an investigation of a scale's generalizability and its relationship with business performance in a developing country context. International Journal of Commerce and Management, 21(2), 158-190.
 Mobarik, M. (2019). Customer relationship management in higher education: Using information systems to improve the student-school relationship. Campus-Wide Information Systems, 23(1), 24-34.
 Mond, L. (2019). Customer Expectations of Sport Organization. European Sport Management Quality. (6): 64-7.
 Moten, R. (2018). Customer relationship management in small–medium enterprises: The case of Turkish tourism industry. Tourism Management, 27(6), 1356-63.
 Noon, M (2019). Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors, International Journal of Information Management, 31: 437– 444.
 Sand, S. (2018). Assessing the influence of customer relationship management (CRM) dimensions on organization performance: An emperical study in the hotel industry. Journal of Hospitality and Tourism Technology, 4(3), 228-247