AWERProcedia Information Technology & Computer Science 1 (2012) 1198-1201 2 nd World Conference on Information Technology (WCIT-2011) CRM analysis using cost and business viewpoints Hamid Tohidi Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran Abstract Nowadays with due attention to economic growth and competitive situation in production and manufacturing basis, most of commeƌĐial ĐoŵpaŶies & OƌgaŶizatioŶs Aiŵed that ǁhile keepiŶg oldeƌ Custoŵeƌs, attƌaĐt Ŷeǁ oŶes too. So theLJ deĐided to expend a part of their income in Customer Relationship Management or CRM, which its purpose is persevere customers, because maintaining present clients is less costly than absorb a new customer. Thus, it will reduce operation costs such, selling and distribution. Keywords : Customer Relationship; Business; Marketing Selection and peer review under responsibility of Prof. Dr. Hafize Keser. ©2012 Academic World Education & Research Center. All rights reserved. 1. Introduction Communication world has witnessed the emergence of CRM as an important occupation approach during last recent years. Power and authority have been transferred from organizations to the customers in the present growing and competitive economy era. Having more options and alternative, extensive information and less cost, customers may encounter fewer problems in this issue. While products diversity and quantity increases, the organization shall deprive analysis methods and conduct of various conditions of goals & values. Consequently increase in number of organizations depends on development of services provided for customers in a way that considerable improvement in custoŵeƌs satisfaĐtioŶ aŶd iŶĐoŵe Đould ďe aĐƋuiƌed ǁhile haŶdliŶg the costs management. [2, 4, 6] Therefore it is not surprising that most of the companies are looking for CRM execution now while some of those companies have successfully experienced executing such plan, however they are searching for those benefits that require extra costs and expenditures. [1, 5, 7] * ADDRESS FOR CORRESPONDENCE: Hamid, Tohidi , Department of Industrial Engineering, South Tehran Branch, Islamic Azad University, Tehran, Iran E-mail address : H_Tohidi@azad.ac.ir a a *