ارايه‌ي يك مدل سيستم خبره براي ارزيابي آمادگي سازماني براي پياده‌سازي پروژه‌هاي مديريت روابط با مشتري‌

Proposing an Expert System Model for Organizational Readiness Assessment to Implement Customer Relationship Management Projects

Nowadays, the customer importance has become such a major factor that organizations have changed from being product oriented to customer oriented. Contrary to the past, nowadays, customers have the option of comparing and choosing the best products .moreover over, they can choose how they can relate to others. At the same time, the customer expectations and needs have increased. So organizations must adapt quickly so as to maintain a good competition. During past decade the use of subjects such as Customer Relationship Management has increased among organizations, and organizations have realized the necessity of dealing with areas like customer needs, attracting new customers, and keeping the old customers. In this research, using the experiences ofIranian experts and specialists, we will try to present an expert system model in order to examine the readiness of organizations for better implementation and avoidance of difficulties in achieving the mentioned goals.