چکیده:
Information Technology (IT) in recent years has become the major part of profitability in industry, economy and culture, where IT has accounted for 60% of the industry in 2002. In the new millennium, lnformaLon Technology (IT) comes out very effectively and is becoming evident in both developed and developing countries. These areas, especially within the fields of infomiation gathering, strengthen networks in the broadest Moreover, E-transformaoon has become a silent revolution. The frenzy of the dot.com years has gone, but the quiet work of harnessing the Internet to derive efficiencies in both business and government, if anything, has intensified. The Internet offers solutions to the twin priorities in these harsher economic times: saving costs and reaching customers. In this article the author will explain Elecsonic Customer Relationship Management and its impact on the petrochemical industry, and we will suggest necessary recommendations for the use of this important aspect of IT.
خلاصه ماشینی:
J*uy/December,2O 4 Ironies Joarnat of Information Science & Technology, Volaane 2, NtnyJp 2 Table 1: Reasons for Developed and Developing Countries to Use IT Reasons for the use of IT by developed counties, Reasons for the use of IT by developing Counties Reduce costs, up to 35%, Access to information Better service to customers, up to 32%, E-mail and fast communications, up to 35% Increase sale, up to 18%, Internet prices compared to other media, up to 17% Improve marketing, up to 13%, More marketing facilities 6% , Better promotion data base 4% Others 2%, Others 4% On the other hand, the Electronic Business formula is composed of five important factors: EB = EC + BI + CRM + SCM + ERP EC (Electronic Commerce) is “the use of transmission mediums (telecommunication) to engage in exchange, including buying and selling of products and services requiring transportation, either physically or digitally, from location to location.
” Ferris and Whipple define CRM as a relationship development process with the customer as the starting point for interaction with a company and other related parties, and the goal is to find a co-creative environment for all the parties to work together.
” In general, there are five major E-CRM research areas: E-CRM and markets; E-CRM and technology; E-CRM business models; E-CRM and knowledge management; and E-CRM and human factors.
CRM integrates sales, marketing, services, enterprise resource planning and supply chain management functions through business processes and automation resources to maximize each customer contact.
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