TY - JOUR ID - 66505 TI - Developing customer relationship management (CRM) processes using standard frameworks and MCDM techniques JO - Journal of Industrial Engineering and Management Studies JA - JIEMS LA - en SN - 2476-308X AU - Emamgholizadeh, Saeid AU - Jafarzadeh Afshari, Ahmad AU - Shabani Bahmand, Maryam AD - Shomal university, Amol, Iran. Y1 - 2018 PY - 2018 VL - 5 IS - 1 SP - 66 EP - 84 KW - CRM Reference Models KW - Process Design KW - AHP KW - QFD DO - 10.22116/jiems.2018.66505 N2 - Organizations have found that functional approach to business destroys flexibility and agility by gaining experience over the time. The main weakness with Task-based organizations is that they can hardly act flexibly and adapt themselves to the changing environment. In today’s' dynamic and competitive business world, organizations focus significantly on managing and improving their business processes. Therefore, nowadays to be survived and successful, certainly, the process approach must be followed. In addition, organizations having such improvement and innovations are looking to create organizational wealth. In this regard, the present study is trying to identify and describe processes from reputable reference models in Customer Relationship Management (CRM) and more importantly to design and streamline CRM processes effectively for organizations in order to improve processes and offer value to customers. In this paper, first, by identifying and explaining CRM reference models, three models were selected based on five criteria (flexibility, Understandability, comprehensiveness, Completeness, and Usability) using Analytic Hierarchy Process (AHP) technique which is relative as follow: SAP, CCOR & PCF. Then, the processes of the three models were extracted and gathered in a comprehensive list to offer a united framework to design CRM processes. Finally, a case study will show the applicability of the proposed model. With this paper, we enrich research by a valuable process framework for developing well-designed reference models. UR - https://jiems.icms.ac.ir/article_66505.html L1 - https://jiems.icms.ac.ir/article_66505_3273b8a3997451ae7480e82cb7fc7a18.pdf ER -