Title :
The best practice agile e-CRM framework based on House of Quality
Author :
Zandi, Faramak ; Tavana, Madjid
Author_Institution :
Fac. of Technol. & Eng., Alzahra Univ., Tehran, Iran
Abstract :
It is imperative to respond to the voice of the customer (VOC) and the priorities of customers´ requirements when implementing e-Business strategies. On the other hand, the House of Quality (HOQ) is a tool that translates the VOC into measurable design targets and a set of engineering specifications. The purpose of this paper is to determine the best practice agile e-customer relationship management (e-CRM) framework that meets customer requirements. The proposed model applies House of quality tool to recognize these customer needs and expectations and satisfy throughout the entire e-Business process. We present a novel structured framework to select the best practice agile e-CRM framework to take advantage of the rapid changes in the business environment before its implementation.
Keywords :
customer relationship management; electronic commerce; quality management; HOQ; House-of-Quality; VOC; agile e-CRM framework; e-business strategy; e-customer relationship management; voice-of-the-customer; Best practices; Customer relationship management; Customer satisfaction; Design engineering; Electronic mail; Fuzzy sets; Management information systems; Mathematical model; Quality function deployment; Voting; Electronic Customer Relationship Management (e-CRM); Fuzzy Sets; House of Quality (HOQ); Voice of the customer (VOC);
Conference_Titel :
Management of Innovation and Technology (ICMIT), 2010 IEEE International Conference on
Conference_Location :
Singapore
Print_ISBN :
978-1-4244-6565-1
Electronic_ISBN :
978-1-4244-6566-8
DOI :
10.1109/ICMIT.2010.5492808
