: -. CRM "./0 ' 1'/$ 2- *''. 1'/$ % :;< 6.' % O5 16 /$ =#% +' 1'/$ 2- *'' 6 "L *-P% >' %/ * 1'

Similar documents
CODES FOR PHARMACY ONLINE CLAIMS PROCESSING

With effect from 1 November Intermediary Product Guide.

is a registered trademark of Baldor Optimised Control Ltd.

Below are the current active months, active strike prices, and their codes for FINISAR CORPORATION (NEW)

Effective March 16, 2015

Wish List of Modifying National Statistical Infrastructures for Improved International Input-Output Databases

2013 Proposed Non-Ad Valorem Recap

Claims Equalisation Reserves information for aligned members

TO : Approved Participants May 27, 2002 Registered Options Principals Options Traders Sales Managers NEW EQUITY OPTION CLASSES

Measuring Costa Rica s participation in GVC s. Department of Macroeconomic Statistics ICMTEG, Aguascalientes, México Sep-Oct, 2014

CBOE Research Circular #RS DATE: April 11, 2007 TO: Members RE: New Mult Listings

AUSTRALIA: TERRORISM INSURANCE ACT 2003: USE OF RISK CODES

Exercise Maturity Interest paid Stated rate Effective (market) rate 10 years annually 10% 12%

31 March 2019 Closed Products

EQUITIES / BONDS / ETPs / S.P.s Mode de ouverture cotation Paris

BAS WORKSHEET CALCULATIONS

RULE 15c2-12 FILING COVER SHEET

TO : Approved Participants February 5, 2003 Registered Options Principals Options Traders NEW EQUITY OPTION CLASSES

^^^/^ KenYazel / ' Date Tulsa County Assessor

Student Loan Backed Reporting - Private Loans Monthly/Quarterly Distribution Report. Notes/Bonds. Issuer Deal Name Report Date Collection Period

2017 ONTARIO BUDGET Schedule of Debt

Investigation of Dependency between Short Rate and Transition Rate on Pension Buy-outs. Arık, A. 1 Yolcu-Okur, Y. 2 Uğur Ö. 2

Development Discussion Papers

The SUHF-model a full costing method (The Association of Swedish Higher Education) What is full costing and why is it important?

FLORENCEA. DEES. Tax Commissioner Glynn County

Budget Adjustment. Document Overview:

Maywood Chemical Company Superfund Site ADMINISTRATIVE RECORD. Operable Unit 2 - Groundwater. Document Number GW-006

Digitized for FRASER Federal Reserve Bank of St. Louis

RULE 15c2-12 FILING COVER SHEET

S E R V I C E A N D T E C H N I C A L D E S C R I P T I O N - J A N U A R Y Market Data Optimisation 2009

Fielding Period: March 10-12, 2015 Dashlane Weighted To The U.S. General Adult Population - Propensity. 12 Mar 2015

2018 ONTARIO BUDGET Schedule of Debt

International Journal of Modern Engineering and Research Technology

4D3 4I5 . ) ) `!23! - 1,&U g- ;&' $) $ a: 9_' 1$).E L $ a 9- ab) 8 9' 4I *! +, )- 1 7)8 : M) ' * Z c,&< $

ACT4000, MIDTERM #1 ADVANCED ACTUARIAL TOPICS FEBRUARY 9, 2009 HAL W. PEDERSEN

! " # $% &' H :. [ $567, -/ "*-% $/NL *6 : $ 2 $ $W 4. 40=- Downloaded from journal.bums.ac.ir at 19:49 IRDT on Friday March 22nd 2019 '$5 #$"$%

Morrell Stamps Morrell Stamps Sales Circular #1201

2018 June Non-Ad Valorem Recap 5/30/2018

2 Use of the new risk codes on business providing TRIA coverage. 2.1 The 12 new terrorism risk codes are mandatory for use on:

ALCATEL ALENIA SPACE FRANCE

Advanced Accounting Solution Manual Antonio J. Dayag. Chapter 1. Cash 120,000 Inventory 120,000 Equipment. 240,000 A, capital..

Commissioners Annuity Reserve Valuation Method (CARVM)

Score: 8.5, Chapter 3 Row Name 50} ~-k~. A <?c.. 80

508 Restructuring. Stabilizing and Modernizing the New Russia

The SMITH TRUST THE SMITH TRUST

hp calculators HP 12C Platinum Net Present Value Cash flow and NPV calculations Cash flow diagrams The HP12C Platinum cash flow approach

AFD. Advantages. The Compagnie DEUTSCH AFD series connectors offer several advantages over previous devices such as :

$36 for Jiffy Lube Signature Service Oil Change, Tire Rotation, and Rain-X Original Glass Treatment (Up to $73.97 Value)

! " P7"!" >8?&" *%H> (7)+R : " l= 3

Author file ALDRICH, V. W. "Bie management of the public debt, 11 JOURNAL OF FINANCE, Vol. IV, No. 1, March pp pp.

Distribution of Households and Total Income by HH Income XL5B V0I 22 Mar, 2017

!" #" $ # % &'() .$ '%9 )*L! ZL% )% ' & 9 ;[ \&!!. ' : .% 9 HY% 9 -!; '! 9. Downloaded from jamlu.liau.ac.ir at 16: on Friday May 4th 2018

Inpatient. Hospital 2. Urgent Care ER. Spec. N/A $5, % 80% $3,500 $12,000 $30 $45 $75 $150 $500 Admit $250 $250 $30 $75 $75 Embedded

Total $64,130,000 $57,560,000 $717,113 $0 $57,560,000 $57,560, % (a) Footnotes (b) Footnotes

hp calculators HP 12C Platinum Internal Rate of Return Cash flow and IRR calculations Cash flow diagrams The HP12C Platinum cash flow approach

ALL DIMENSIONS ON INTERIOR ROOM ELEVATIONS ARE TO FACE OF FINISH UNLESS OTHERWISE NOTED.

Solutions to end-of-chapter problems Basics of Engineering Economy, 2 nd edition Leland Blank and Anthony Tarquin

Accrual Reversals, Earnings and Stock Returns

Chapter 2 Algebra Part 1

INFORMATION TECHNOLOGY INVESTMENTS AND FIRM RISK ACROSS INDUSTRIES: EVIDENCE FROM THE BOND MARKET. Appendix A

Chapter 1 Foundations of Engineering Economy

IGS Iranian Gas Standards

Customer satisfaction of private sector banks in Madurai city, Tamil Nadu

SECTION A APPENDIX J - COST-OF-LIVING INDEXES:

Holt McDougal FL Math, Course 1 & Worktext CODE NO PRICE $64.70 (Sgl.Worktext $19.95 )

Bandera CAD 2018 Partial Exemptions by Entity

SEVIERVILLE PLANNING COMMISSION 1/3/2019. Sevierville Civic Center 5:00 P.M.

RECOMMENDED CITATION: Pew Research Center, April, 2017, With Budget Debate Looming, Growing Share of Public Prefers Bigger Government

Student Loan Backed Reporting Mixed Deal - FFELP Monthly/Quarterly Distribution Report. Notes/Bonds - Group I (FFELP)

Factor market oligopsony and the location decision of free entry oligopoly. Abstract

(c) A Nash equilibrium is a situation where every player gets always his or her absolute maximum

LOSS SEVERITY DISTRIBUTION ESTIMATION OF OPERATIONAL RISK USING GAUSSIAN MIXTURE MODEL FOR LOSS DISTRIBUTION APPROACH

Todays Capital Market News Clippings. 1, Daily Prothom-alo 2 2 Daily Prothom-alo 2 3 !" # $% &# '( $ $ )%* +,

BofA Merrill Lynch $966,758,789. Guaranteed REMIC Pass-Through Certificates Fannie Mae REMIC Trust

SECTION A APPENDIX J - COST-OF-LIVING INDEXES: FROM TO LOCALITIES , 999

Health Plan Product Offering

2018 Proposed Non-Ad Valorem Recap 8/6/2018

City of Boston, Massachusetts $20,000,000

S. FinflnCIRL DATA. Week ending August 2, MONEY STOCK (Pages 5 and 12) Prepared by Federal Reserve Bank of St. Louis Released: August 4, 1967

Fielding Period: April 23-27, 2015 NEFE Weighted To The U.S. General Adult Population - Propensity. 27 Apr 2015

2018 Final Non-Ad Valorem Recap 10/9/2018

Yavapai College FY Preliminary Budget Overview

Adjustments. Study Unit 6(B)

Derivation of General Formula for Cumulative Effect

Financial Accounting Level 4 Module 7

The Vehicle Make-based Pricing Approach for Motor Insurance in Sri Lanka: Identifying the Efficacy of Vehicle Make on Pricing Decision

Software Quality Overview: Costs and Benefits

Part D Request Claim Billing/Claim Rebill Test Data

ALGEBRAIC EXPRESSIONS AND IDENTITIES

NSLDS Loan File 1 of 7

Resolution No. R

Does Lintner s dividend model explain South African dividend payments?

Module 6 Portfolio risk and return

: 8 > OHSAS 18001: OHSAS 18002: : ISO 19011:2002 0

Fiscal policy and minimum wage for redistribution: an equivalence result. Abstract

2008 International ANSYS Conference

Baik, Minseok. Primary Author, Assistant Professor, Dept. of Real Estate Studies, Semyoung University, Kim, Jaehwan

Curriculum Vitae SCOTT F. RICHARD. 565 Fairview Road February 2011 Coatesville, PA (610) home (610) mobile Citizen of USA

Effect of FIIs buying of Equity (in India) on Bombay Stock Exchange (BSE) Sensex: A Karl Pearson s Correlation Analysis

CPET 581 Smart Grid and Energy Management Nov. 20, 2013 Lecture

Transcription:

"#! $%& $#' ( rahmatiran@gmail.com! "#$% "&' $&) $*' + m.h.ghorbani56@gmail.com *,- *'' () *'' +$% : -. CRM "./0 ' 1'/$ 2- *''. 1'/$ 4 2-5 6 7%6 87 9 :;< 6 '+! A/?@) >'. * " "7% /$ 16 > 1 =6 ;- ", 1'/$ 2- *'' I 9 J; ' K9 /G& HI H@@) % BC D- EF-,) 1 N'/% 6 "J/ /G& HI * /$ 2- *'' 6 "L M<7< ' 1 6 "L.' % O5 16 /$ =#% +' 1'/$ 2- *'' 6 "L *-P% >' %/ * 1' HS *'' 1'/$ 2- :% *'' CRM R/ :, " 9 1$%?@) >' 9 /G' T *'' 1'/$ 7;% *'' CRM G 4-9 / 1 R/ 2-1'/$ *C >' 87 *PU%, NL, > 6. * 1 7 6 % /$,V$ O XY *@G, #', NL ' 9,V$ *@G W' XY '6, /5.9 3 "#! 2 2 2 : /01 1

"-1 H0 \ 6 ].U AP ^/U 9 "6F =#% %[& 0 1 %7! V,F./5 Y' 1'/$ W W 2-5 L 6./5 9 "#.* "L JPG ;) 1'/$, 1'/$ D 1 %'L 7#%M[! KI 0 ; 7 /5 % 6 $U )% /P90 6 *'' 0 1'/$ 16 D %/ /P 6 "L F 1'/$ /'C :'G 7!.&. O% CRM./0 ' /$ 2- *'' 9 '% >' /P. _% C O6` %69. ^/U 7%6 " a%l N' /$ 2- *'' /$ E) % 1'0 (< 15 ) /$ ) (.) 6 7%6 /G& HI 9 ' % H5 R/ >' 6 "J/ I.0 * >'/& 1 * > >'.% " % PF 16 7/;G O /$ J% 7% 6 : 16 >'..*'[L% 1 / 1 /$ 2- *'' 9'G 6 "L O; "-% bc/p $,... 0 6$ /I ^/U 7$U $ 87 'I >'/& O 6 8 ( /$ ) [& 1% /'C XY b@ %6 K9 1 9,V$ 1 D) 6 _ :U 1[& &. * /$ 2- *''?G 6 "L *7! V9 \?@) >' 6 K9.*'[L% M/! 1-2 H_/% >.* " ` 1'/$ H_/% * ",@/ /$ "G 6 H5 HS "'G /.(1) P HC * 9 /$ 2- *'' 6 "L 9 16 1'/$ 9'G 9 " % "7 #%#< /% CRM 6 / BS 7%66 P * " 1$% *5 * + -9 W' O. "fl W' % O7J W' % '7 CRM * _% '.% % /$ () J *@@F O.* 16 W' "@; G 1'/$ 96% 6.U *'' :L 1 K9 :% & MP/ O/P >'.* /$ 9/G) 16/7 *'' +/P! * 1 * /$ *'CcF 16 _ /$ 1&%& 2@% 2@% HS >'6 "J/ 1'/$ ". AP -9 CRM " : ^' %& >' 1 O "6F >' /G& O+% H@@) 6! W' /0L 1'/$ %P% D XY b@ %6 7/5 & _% 9'G f;v 6 "J/ *.(2) " 16 /5 *' AP (-% ".U J H`.)/H0 \ CRM $8 % "9:.1,2 9 J; 7% %?G /$ G H0 *J 1'/$ /'C O7J * 9 1@@) 16L '_%c.% /$ 2- *'' I CRM : Customer relationship management ١ 2

*5 I * *@G >' 1'/$ ijf /$ *'C 9 1$% " O+% H@@) 66 V' H0 *J #' 6.* * ;V /$ G ijf /$ *'C.*[&4 " ( 17! j5 ' =#% 1 H0 *J.' * /5 *' 1?' 6 % 7%6 * '9.(3) % H0 5V 6 1% k /$ H_/% 1 P'@ 6 * " ^' *0 W' 1)!./P9 O 9 " 6 /$ *'C H0 *J :'G * "ll BC /$ *'C CRM > 2-, H`.) H0 *J6 >l 9 W CRM ' "6 & "6% /$ *'C & "6% >'.* C% ' C (.) ' *0 *G' 6 ml /$9 =#% W'.9 06 16 0 H_/% P'@ " *G' ' " K. *'7% * H0 *J 6 % *-c PF W'! *'C /$ H_/% 1 " Y HPF >',I.(5) +''0 6 ml /G' V '0 6 :L.(6)'! " C V J4 /$ *'C(c. 16 ' P 'G 1'/$ H0 MY *J 6,IF *'C.(7). 1%/$ '0 1'/$ G /-c 4 7/'V p% CRM $&<.2,2.(9): %, S ' '6 %6 CRM K9 1 *7! :%=3 9'G >' "S. H0 =G'6 6 - % D- 16?' 16 1'/$ '9'G.% /G&_%' / #/P AP "6F B% /P9 % #' 9'G : > su$ 1 K9 16 & *7! " 2 16 /$ ;@ * '9-9. H H " 9 % -9 / AP 6% 8$< *', R/. :(G)$&?& J' :@% 1'/$ 1 G. 1'/$ D *'9 #%#< O,., 16 ` " 1'7 *$ XY1'/$ *'C +' 1 :@%.. : 1= C 16 MY '9 G ' >'.,7P CRM 6 "L *.* CRM % 01?-! A.3 ` p%!.* "0 *PV /J& 6 " 16 _% K9 %/% O "fl W' %6 1$%,' 1 6 "J/ 1l 9 '6 7%69 *PV >', &/P& CRM 9 "fl *PV I60-70. 9 3

*PV * 1 % " G.) O9 "0 *PV 9 "fl /P9 89 - # 9?G 9 "fl >' 2 O 1 " 6% /$ 2- *'' 9 "fl *@G * >' % / ]0 W' 7% 9 "fl *PV + 9-/. 9 "fl *PV E *@G 2 6 O9 1V% *' * O6` 0(10) 8P@ W'R/ H9-/ / 1 O 8$/% ^C H-> 6% 8$< 1@G4 w -9 / '! *% C 1@G : > (1 B%!(D: =6 ^C %T ^C *'':% : 8P@ I "& 1 H9-/ 6 "& >':(#< $# B%!(E *%0' *U 1A% ' ^C 1"fL 8 ^C =#%-9 /'' H7 1@G :G H9-/. O#9 ' H5 O+%$L ' 9 6% k O VP' *'' ( O O "fl 5 w 16 :'G H9-/ -) O9 F 6 : O+% 7/;G K[F ' 1 " 9 "fl >/[& 16$G7% K[F! 1@G 9 "fl &ll Y%)) 60+V' HI,,')(.) F 6 : 6 J :(.) H9-/. (11)(.) 6% 8$<((*P9-1 -2-3 HSV$ 7/U! O@ % '7&lL! 2 CRM.4 L O % <xv' @ y 9 8/P (.)!0 z);6 89(^'{ :' L)0 z); 6 89 7%6 % '% >' 7 /P %& >'.%! P 6 "L,0 s@% 9 '9*5 ; 6 %! P 7;c. 9 (1'/$b1& > ' *@G, &V 1@@) 6 9@/% >' L. @/% [ '9 8/P_/%F 6/ '.(12) 7$L 8/P CSFS N'/% & * 9 "6F 6 ) 1 CSFS W' : ^' >< %6 *@G, /L/ * " }G %& >'?@) >'.(13) 90 > j 16 @G /5 /G :U *'C 1.&, O 6 "L *@G% 1 jf O 6 "L HI $=! J1.5 "S 1 O5 >l 9 BC H 2 HS! " $' L-JI B%6?@) >'.* " "J/% $L6 P#% G H`@9 % 1'LHS+7/, %U/ ERP ٢ 4

: '6?@) >' I 7; K= 3 "#! $8 % "9: K= 3 "#! +L K?. 3 "#! N 3 $ L* EM E.. -1-2 -3 1 1!6L * /$ 2- *'' *@G, ' CF?@) +%6 ( :U* "'& F :U7< - $L ].0 >'. /G& _% 17 7 * / * *@G, 6 W'9 (, O :U(JI 7.0) "9 L G 7&R' ` C * O 6 "L *@G, >' I * " /0 1&9 L 6 * :L,6 W'9 O7J (S@/ BC >/ 2- &R' HV; ^ O :U' % MU/% % 6 ml $L 8_ 6 ml. * " " * "$% 5 #', ~ ].0 6 ( W' % 1'L.*G&5.'&! '6! j >8@/P!?' 6-/ ' 16 % I1 "OP J1.5,1 % CF?@).?@) N'/% :' % " >' KJ (F > >' " 6 V'JI 7VV 6 "J/ /G&5 >V,V >' 1 * /$ 2- *@G,WV >' 6 "J/ " * " "J/ HS,) '+ J/U 9 = 6?@) >'. 7 6% 9 =&WVJ.! *@G, >'/ 7 > *7! 9 % (!9I%G 9 16:6 - Q& I1 "OP.5,2 >'/7 '9 *@G, #' K6.% *(%506 :)='[L XY,5F *@G, /$ W' XY, 1?@) >' %#5 /$ ' '6 % *(%80 6 :) ='[L XY.* " S, 6 / >' ''6 (%85) CRM R/ (%83) CRM G (%88)/$ 2- :% *'',#'6 >/ O7J (S@/ * /$ 2-6 "L *@G >/ 2- &R' 6,9. % /G&5 '` XY% 2-6% " * '` ='[L XY /$./G&5 #%$% >'. X! I 63 72 1&9 L ' 6 9 -'@ % $ &R' 4-9 -9 / PF 1&9 L D 0 bs0 >' "fl 7/ ~F -9 D "fl *'9 *'' ;@ * 9 O7J (S@/ %65-9#' K 6 /G&5 %92-9 6 / 2- %84-9 /, > >'.* " % %76 %80 7#% &R' >' '` 9I! [;.* /5 %78-9 / 6 5

1 4-9 / % k/$ O% W' %& 5 W' XY, XY 9 8' % Ow #'V', >'&./G& 5 W' XY *@G, > +L "7% 2-1'/$ HS *'' 1'/$ 2- :% *'' O R/ %& ", *'7% % /$ T *'' 1'/$ 7;% *'' O G 4-9 / 1 R/ *-P% *PU% " ", NL * CRM *@G, 1 7 6 9, #', NL 9,V$ *@G W' XY ''6, /5 *C >' 87,'. O XY *@G S%1> %L=.6 I NL XY * /$ 2- *'' 6 "L M<< 1?@) >' 7$L M<< { 1,V} * " " 1$% 16 CRM R/ 2- :% *'' 1'/$ 1'/$ HS *'' 1 R/ 2- $UUU8 UU< 4-9 / (1 TM 9% *'' 1'/$ $UUU UU< 6 9 % N1 TM /$ T *'' 1 7 CRM >G 3 "#! E.. (: 1-! " 7$L 16 *@G, 6 W'9 b@ *7! ^/U 9V9 :9RL >' N'/%! * P5 >'.* " 1?@) _% %- 97$L * ~ O6`.* 6

(1 TM " * ='[L %80 6 : "0 '` * 96 16 1&% :L "&' 6 /P9, >', >'. /0L 7% ''6 'L HI ', #'6 : * CRM 6 "L %.&5 *P' 16 *'' ( *'; *@G CRM >:(1 0 "R' "#'!6 " /$ 2- *'' *@G,b! CRM R/ 7%6 6 P *F *7!P >/0 su$ K9 >' 1 #%#< 16 K9 *;6% 8$< >- 9 R/..%0 '` * 9 6 %69 1 ' 6 *7! > 9 J' 'P :@% 16 K9 / 16 1 ' % " * I K9 16 R/ P 9 ' CRM R/ ^/U 16 ^/U 9 6% *5 ' R/ >' >l 9. *F %#% 16 *7! : 6 J :'9 /0 1-% su$ * * ' % > 1 G O6` XY " su$ CRM >'/7 6, H@@) O+% 6 ' 16 *'' CRM *@G!.(18)6x% 16 CRMF6?G R/ >/,'~ 87.,IF 1 * D CRM~U *G{ *I! 9 % %.* " I CRM. a9 9 16 R/ %#< /$ CRM % ' 16. ' '6 ' 16 CRM! 9 *G{. ' % ' * J 16 #' G9 6 : CRM V' ( *P' 16 1'.(19) " > K9 1 %#< su$ 0 F b! ' % S& :N1 'L 7$% 9 9 16 %& :% *'' 9 8/P9'G :% *'' 9 % :% *''.+ 7%6 "G =6 +/% /,5 % 6% 9 6 +'6 W 1.(20)%[# k/ /$ 6% :% 89G 1 '9 69'G9 \ / H0 6 1'/$ %?' >' 6 % L 1'/$ " <xv' :% =6 :% *''.6L *0 /$ 2- *'' D) 1 :% *'' >'. :6- :% *'' Y ((&' Y)) +' 16 1 CRM H'C 6 1'/$ :% ::% &'; 8/P W' G H-?' 6 1 7% HS' 96% % 1'/$ HS. " 1'/$. AP 4 06 7

' 7%6. ' :'G 16 1$/% [& k/?' 6 :% =6 ::% [& k/ $/%. +' ^/U H H5 #9 9,7P 1'/$ :% [& k/ *7! '9 O%V 1% 9 :L 1'/$ " \ H0 b@ + -5 16 :% ::% 9 L.(21)& 6 &' HS [& k/ 87P,' ].0 #% #9G,\P :% *'' ].0 87 /V%. 1 > #'V' HS (@/%! H%V6 7 "J/ * O6` *! - S 7/0'6!! BS 6! k/$ 6+ jg *'@ 1 ].0 >'.'[L HI G +:%%6 6%. % K 16 ^C H- % 89G * w % BVW : N _ 8+F >/! 7/.& 5 ( XY, "6 * > 2 1'/$ HS *'' K9 * '9 G 6-16 9 9 " -%. ' "J/ cf " -% >' 6 % HS 6.6 '[L 1V 9 " 6 W'R/ "J/ * Y) " 9 "#'L4 6 <xv'1 =6L 6 HS 9 "4 W'R/ "J/ 5 /*;7 9 J; 9 -%CRM > 2-,) '+,'- U/?' 6 9 " > 17L Y ^$ K9 9 " =. su$ CRM & 8. (26). '[L HI 16 " "#'L `- 9 " 6 _'@ 6 7% 6 ( = > : NL. *P' 90! 7% CRM 9 "fl c / 9 "& YF 0 16 1 8@/P 6 HP! &. / H- 6 1% '[L 4 ")% 7% 96% 6 X)I k 16 *'' 9' K9 6 *P' % 1. %,5F ^C H- J H4 6 % 06 \ (.% Y % H%V % 6 9?'6 CRM "fl X % "#: +P= "fl & 8$< H4 % A/ 1 6 0-9 /. 4-9 / W' XY, >'0 "fl *7! YF,V$ 16 "fl 1&%& 8. 6 % -9 /. :L *@G * 1 / ' 9?G 1 & 8. 1 " "fl O# 9-9 / * O6`.$U OV)/.(11) 'G I,\P / >' O6` 16 8. I,\P. /[& 1 X'I -9 / "fl' K6 ' V$9 &0 HP! 8_ ' -9 /. "$ Dw ' * "fl A- $% /[& 1.(24)%,5F "fl Dw *7!T ( /F 8

:7$L'6 1 * -9 / j ]U ( G 7/% /0` O 1&' % 6 =G *%, CRM D- 1' >'/ 7,' % CRM "6F 1..U/ "fl 1$ "-0 1 D *'' %P% *'' 1'/$ *'.& "J/ 1! 6 ' jf -9 / *P' N1 TM CRM 1= : +! HS4 *'' + 1 1UPL "# 10 :L (. * '9G O% 9G *U, CRM G #/P% "0~ ' '9 " 8_ 8+F* 1'/$'6!.(22) 1'/$ 2@%?'6 1V >' *! 9 F "#'L W' 9 "!.9 :'G HS >G CRM 1 7UL %! 16 9 G >< >'!. * P5#'V' 1$J'{ HS9 N'/% 15 HS =6L'0 9#;/$ 9 ",) '+ K9 G >' 16 6% @5 1% 16.(23)% " L AP '! '7/IG +' E #' 87 9/G * 1x 8/P 1 :L '&G O% MU/% *7!. CRM R/ 16 7'6% AG O% MU/% +' 87 /V% 7/ 6G O% >' '0 O * 0 1..U/ D! 9 8/P F ( 16. C "6F >' % s.u/ $ MU/%?5 6% *;F9.1 "; s.u # L:& : +9% M %7! V- 1< J/U 2@% ' - 7;%?' 6 16 1'/$ 2- V%6 *G' 90 %69 ;%9?' 6 %69 '` B%9 /$& HI...9 "G7'6J.(25) /F : PF /GG.) su W' 1 V'6 ". * 5@F @@F 1&' % y V- jf! 1'/$ 2@% >'/ 7 * 1 89 9 &' % H- 0 >l 9.%% 'L HI O6` *;G * J V%/V; % *' M * ( *'; 1'/$ 7;% b@ _. 7$ 7/') ].0 >' $ XY * 6% 1 %/ 1[& " 1 1 (. 9 % *'' =G V- /0 '6 /$ < 9 '. & *5 B HP0 I 1$'7/0 /P HI jf! Y : +% 6 *' F *7! '! /0'6 6% *F) /$ HP & (.) / HP 6 16 %6 09 T 0 * 0 9 8/P/0' CRMG 6 [& ' 6,-5.%0 9'G 9

?' 6 /$ =#% a9g +' HC %6 * %6T () /P /G =#% #9G HT /$ 6 *' F %6 a9gb@.$% 54 * >V #' H5$% 87J >- %6 a9g k/$ '[L *; P ' & 8. a9g 1 T /'C XY *'@ % 5 1 *. % "(27),@/ / +', 6 > su$ '. 1' 1 6 ) 1 " JC @G H- *. '[L HI 16 *'' D W'R/ $'% "< *P' ].0 >'. 16 O *C $!3 % "&: +L& AP 9'GCRM 6 "L Aw '+%6. [& ' '7% 1 =6 *P' 6 % *7! 1% %#< 8/P >' % 1&. % T *'' ' =6.9 T * =6, V > IG 8_ A 16 ' -%6 %.90 /$ 1 &V *-P% % 90.(16). %,5F 8/P &V = L<: +% 1% 9 6% >9 & 8. 1% H_% Y@% 6 & "7"fL,F O 1 X)I *$ 1 *;0 /$&! /$ "fl & 1 9 "7%@<9.* 90 (-% CRM "fl 17 =L O_% *@G +/% * 90! CRM "fl '7% 1 1 1 9 A "+' (.) 0(28)90 / "P& 1 [I.7. 90 > j "fl 1 96*@G, %7/! 16 '! R/ "fl9 6 "L '! V' Y 7$L, 16 /$ 2- *'' 6 "L *@G, :9RL >'[; 16 "-0 1 1' 6 :L = >'./G&5 :9 L >'! '& G ' ''6,( XY, V' %'& *'; XY '% F 16 1% "&'6 % @ % O XY, &5 "fl >' '! -9 / H7! 1% ' ".%&,V W' XY, 9 'L %6 ' /L %& " *@G, #' =9 % " 87 /V% >' ' 1'L.% " -Y% Y) HT " #%6 *'' *@G jf O'jF '6 /P9 '9 *@G, * C % *@@F >' \.' % #%6 '6 1 6,IF N'/%J{ 16 >'.6 '[L 1V > j /$ 2- & *7! ; /F K)% %&96 " 1$% *F * *7! * ' % AY5 1l 9 /P " 06 J{ 9&-9 / * O6` [; 90?G% /F % *7! 1 *F.9 $9 "fl I. "7 / 06 \! 10

:\= 1-pan,shan-linj,tan,chee-wee,lim,eric T.k.,2006 customer relationship management(crm)in e- govemment : a relational perspective source.decision support systems l volume 42,issue 1 page: 237-250 M/ a9g =/P& H$/%"1'/$ 2- *'' '"1393 8'%5!F( 9% / F -2 17 *'' ; > m%j >7<" /$ *'C H0 *J 1 Y"jJGY -3 4-smith, allen, 2006, CRM and customer service: strategic Asser or corporate overhead.handbook of business strategy, emerald group publishing ltd.pp 87-93 5-zeithaml, V A, 2000. Service Quality, profitability, and the economic worth of Customer: what we know and what we need to learn. Journal of the academy of marketing science, vol.28, no.1, pp. 67-85 1386 21 " *J (/ 9 " 7/ ' >'/& /$ *'C" ) 7<! %0' -6 7-Atruro j. Ferna ndez Gonzalez and j. Carlos rado pardo, 2007,"measurement and analysis of customer satisfaction: company practices in Spain and Portugal, international journal of productivity and performance management, vol.56 No.5/6,pp.500-517 8- mithas, sunil, Krishnan, M.S., fornell, Claes.2005. Why Do Customer Relationship Management applications, journal of marketing, vol.69 (October2005), 201-209 9-j.Dickie, 2000,, why CRM projects fail, tech. Rep. Available from: <http://www.wrstwave.net Dziugas m., kuris V., 2004, the challenges of implementing the electronic customer relationship, Lappeenranta University of technology, http://info lut.fi/kati/courses/09024pdf. 10- Gartner, Inc.2006.Gartner says worldwide CRM total software revenue increased14percent In 2005: pressrelease retrieved on 2007-10-08 11- mendoza,luis E,Marius,Alejandro,Perez,Maria,AnnaC.Griman,2007.critical success factors for a customer relationship management strategy,information And software technology 49. 12-Davenport, T.H., Harris, J.G.and kohli,a.k.,2001.how do they know their customers so well? 13-MiTslona Management Review 42(2), 63-73. 14-King,s.f.,@burgess, T.f.20070understandig success and failure in customer relationship. Management, Industrial Marketing Management (2007), doi: 10.1016/j.indmarman.2007.02.005. 11

15- Dziugas, M.,Kirsi V.,2004,"The challenges of Implementing the electronic customer relationship ",Lappeenranta university of teachnology, http://info.lut.fi/kati/cources/09024.pdf. 16-Mankoff, steve, 2008,"Ten Critical Success Factors for CRM:Lessons Learned from Successful Implementation".www.siebel.com/global/benchmark.asp 17-Mendoza,Luis E.,Marius, Alejandro,perez,Maria,Anna C.Griman,2007.Critical Success factor for a customer relationship management strategy, Information and Software Technology 49. 18- Greenberg, p.2004.crm at the speed of light.3rd edition. Berkeley,McGraw-Hill. 19-Nguyen,ThuyUyen H.,sheriff joseph S.,Newby,Michael,2007,:strategies for successful CRM implementation " Information Management & Computer Security,Vol.15No.2,pp.102-115. 20-Gebert, H., M.,Kolbe,L.M and Brenner, W.,2003. Knowledge enabled customer relationship management. Journal of Knowledge Management 7 (5), 107-123. 21- Sin,Leo Yat- ming,tse,alan Ching-biu&Yim,Frederich Hong- Kit.2005.CRM: Conceptualization and Scale Development. European Journal of Marketing, vol.39 no.11/12,pp.1264-1290 22-Zablah, R, Bellenger, N.johnston, j.2004.an evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon.industrial Marketing Management 33, 475-489, Elscvier Inc. 23-allen, Derek,r.,2005.customre satisfaction research management, Pearson power. 24-chen,i.,popovich, k.,2003.understanding customer relationship management : people, process and technology, Business process management journal,9(5). 25-www.crmmagazine.com.au 26-curry,Adrienne,Kkolou,Elena,2004,evaluating CRM to contribute to TQM improvement-acrosscase comparison, the TQM magazine, volume 16 number 5.pp314-324 27-Hammer.M, Stanton.s.a, (1994), Reengineering work: don t automate obliterate, Harvard business review,(68:4),104-112. 28- Richards, Keith A. Jones, Eli, 2006 customer relationship management: Finding value drivers, Industrial Marketing. 29-Rigby,Darrell,Reichheld, Frederick,Schefter,phil,2002,Avoid four perils Harvard business Review,February,p102-109 four perils of CRM 12