The improvement of customer relationship management process by investing on information technology (IT) in an organization

摘要

The increasing development of IT produces modern ways of relationship among organizations, institutions, and commercial agencies with customers. The customer relationship management is a process that helps organization to achieve a better prospective of its person commercial and ethical behavior. This significant process is established by IT. By closely considering different aspects, this article investigates the effect of IT on the process of the customer relationship management. The essential substructures for having a good reciprocal connection between organization and customer also investigated. Therefore, by recommending a structure, an IT instruments, applied as an input, are used to develop the process of CRM. And, for example, the decreasing in costs will be functioned as one of effective output. Using this method, the organizations can benefit from applying IT in their marketing and different services and they easily can fulfill their needs to information and connections.