Customer relationship management performance measurement using balanced scorecard and fuzzy analytic network process: The case of MAPNA group

被引：7

作者：

Isfahani, Shahideh Nasery ^{[1
]}

Haddad, Ahmad Asle ^{[1
]}

Roghanian, Emad ^{[1
]}

Rezayi, Mehdi ^{[2
]}

机构：

[1] KN Toosi Univ Technol, Dept Ind Engn, Tehran, Iran

[2] MAPNA Iran Power Plant Project Management Org, Dept R&D, Tehran, Iran

来源：

JOURNAL OF INTELLIGENT & FUZZY SYSTEMS | 2014年 / 27卷 / 01期

关键词：

Customer relationship management; performance measurement; B2Borganizations; balanced scorecard; Fuzzy analytic network process; DERIVING PRIORITIES; PROCESS ANP; MODEL; AHP;

D O I：

10.3233/IFS-131006

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

The complexity of a competitive business environment and increased customer expectations has revealed the necessity of awareness from organizational strengths and weakness and continuous improvement of productivity. Thus, today's managers seek a comprehensive, reliable and flexible solution to evaluate their organizations' performances so that they will obtain accurate and sufficient information of their positions while ensuring the implementation of their own strategies, and will improve their organizations with a future-oriented view. This performance management research, specifically measures the customer relationship management (CRM) in business to business (B2B) area using balanced scorecard (BSC) for determination of CRM indicators and fuzzy analytic network process (FANP) to determine CRM indicators and sub-indicators in a case study on MAPNA organization in order to provide for a ground for CRM efficiency improvement in this organization.

引用

页码：377 / 389

页数：13

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