Identifying the Effective Factors in Implementation of Customer Relationship Management (CRM) (Case Study: Insurance Industry in City of Tehran) Aghazadeh Hashem*, Poorkiany Mohsen** *Assistant professor, Tehran University, Iran **MSc, Executive Management, strategy, Iran Online published on 15 April, 2014. Abstract The present study aims to identify the factors affecting the implementation of customer relationship management in the insurance industry. The conceptual model is composed of 9 dimensions. These dimensions include: human resources, leadership, information technology, organizational structure, knowledge management, customer, customer strategy and values, organizational culture, organizational process. This research in terms of the purpose is an application research and from the perspective of data collection is correlation-descriptive. Statistical research community is the employees of the insurance industry in Tehran. Survey results showed that there is significant relationship between customer and customer strategy, leadership, value creation strategy, knowledge management, organizational structure, human resources, information technology, organizational processes and the organizational culture with the customer relationship management in the insurance industry. Top Keywords Customer relationship management, customer, insurance. Top |