Modeling evaluation of supply change management and customer relationship management systems effect separately and evaluation of them together in an organization assumed

摘要

Now costumers play an important role in the developing and to guide of each organization. Organizations have found that realize of needs and making credit for customers, is one of the main factors of success in the competitive world. Organizations managers, so were intended to management carry connection with costumers out in their organizations, but, CRM deployment isn't only supply step of service to customers, it includes all of deployments of the organization, so it is necessary to CRM carry out to have organizational units which are harmonious. And unified. It would be achieved with management of supply chains of SCM. Since SCM is linked to unify of organizational units and flows of information, materials and finances in processes. It seems that, organizations with SCM and CRM carrying out together can provide competitive advantages, remarkably. In this study, first effective processes of both models CRM and SCM was selected by previous studies and classification of effective factors, then with combination of both models, was offered a new model from their combination of processes. Then, using of AHP method, would be appeared, the rate of relation of SCM and CRM processes. Then, using of AHP method, would be appeared, the rate of relation of SCM and CRM processes with new model of processes, and the rate of effect of new model of process on the organization would be specified.