Abstract:
One of the right demands of the Iranian society 42 years after the glorious victory of the Islamic Revolution is the establishment of the pure Islamic values in all spheres of the society, especially in the economic and business decision making arena. The purpose of this study is to identify and explain the factors and principles of customer-orientedness and customer relationship from the viewpoint of the Qur’ān and Nahj al-balāgha. Therefore, this descriptive survey is an applied research project in terms of purpose, and uses library research for data collection. The obtained results led to the identification of 15 factors, which were classified into theoretical and practical principles. The theoretical principles involve right-centeredness, the attainment of the divine satisfaction, the consideration of the customer’s desires, sincerity in transactions, and the agreement of the transaction with the Islamic orders. The practical principles include reasonable profits, observing equity, rational trust in the customer, staying away from underselling, staying away from hoarding, patience, amiability with the customers, providing good services, timely meeting of the customer’s needs, and praying God to grant the grace of serving people.
Machine summary:
The practical principles include reasonable profits, observing equity, rational trust in the customer, staying away from underselling, staying away from hoarding, patience, amiability with the customers, providing good services, timely meeting of the customer’s needs, and praying God to grant the grace of serving people.
The theoretical principles of customer relationship management Attainment of divine satisfaction In Islam, all human deeds should be based on the divine orders in order to satisfy God. Numerous verses in the noble Qur’ān refer to this point directly or indirectly.
The Commander of the Faithful (a) says in this regard “He also orders him to break his heart off from passions, and to restrain it at the time of their increase, because the heart leads towards evil unless Allāh has mercy” (Nahj al-balāgha, 2009, letter 53: 403) and “… control your passions and check your heart from doing what is not lawful for you, because checking the heart means detaining it just half way between what it likes and dislikes.
Concerning the unjust pricing, the Commander of the Faithful (a) says, “The sale should be smooth, with correct weights and prices, not harmful to either party, the seller or the purchaser” (Nahj al-balāgha, 2009, letter 53: 415) and “[Hoarding businessmen who] fix high prices for goods” (ibid).