Management Research in Iran

Abstract Considering the many challenges that petrochemical industries are facing today, including new technologies, sanctions and production issues, strategic planning has become one of the key tools to strengthen these industries in the field of national, regional and international competition. The competence and ability of senior managers in designing and implementing strategic plans plays a vital role in the success of organizations. This research was conducted with the aim of identifying the strategic competencies of senior managers and employees of Nouri Petrochemical Company in order to achieve strategic goals in the petrochemical industry. By using the theme analysis method, the aforementioned competencies were identified in five dimensions, including knowledge, skills, experience, attitude and personality traits, and categorized into 10 main components and 53 sub-components. Then these components were evaluated using five-point Likert scale. The results of the research showed that it was ranked 5 in many of these components, which is a confirmation of the successes of Nouri Petrochemical Company and its capable strategic management. Hence, this company can serve as a model for other petrochemical complexes in Iran and even the world. Also, using the experience and knowledge of these capable managers in the form of training sessions can help increase productivity in other petrochemical complexes of the country

Abstract Interaction of companies with customers in the form of customer relationship management has changed significantly. Identifying characteristics of different customers and allocating resources to them according to their value to the firm has become one of the main concerns in customer relationship management. The purpose of this paper is to provide an appropriate model for customer segmentation based on some of the most important financial and demographics characteristics influencing factors of customer lifetime value (CLV). The process proposed in this study was performed in Saman insurance company. After determining RFM model indices, which include date, frequency and monetary of purchase, AHP method used for weighting them among 180000 customers. The optimal number of clusters based on the silhouette and impact of RFM indicators was done by using Two-step algorithm and then customers classified through K-Means clustering algorithm. Results provided a platform to analyze the characteristics of customers in three main sections. Also, by prioritizing clusters based on the RFM indices, valuable customers were identified. Finally, some suggestions were presented to the company to improve its customer relationship management system.

Abstract Customer value refers to the potential interaction of customer and enterprise in the certain periods of time. As companies recognize customer value it can provide customized services for different customers, they can achieve to an effective customer relationship management. This research focuses on Banking Industry and integrates data mining techniques and management issues in order to systematically analyze the customer values. First it applies Fuzzy Analytical Hierarchy Processing (FAHP) in order to weighting variables and then imports DFMT model to the k-means technique, for clustering customers according to the specific criteria. Using proposed scoring model establishes the customer value pyramid and categorizes customers in four spectrums. The customer value pyramid helps to separately determining of each customer value to giving appropriate services to them in proportion with the class value. The statistical population was 285 customers of Tejarat bank branches of Zanjan city in Iran. In the resulted customer pyramid, the first spectrum is the Platinum customer which is composed of two rows of the pyramid called H1 and H2. These two rows in pyramid have the highest value and have the most profitability for the bank. Second spectrum, is called golden customers which has three rows in pyramid called H3, H4, H5. Third spectrums are Silver customers which are laid in H6, H7, H8 rows of spectrum. Forth spectrum, are leaden customers that are H9 and H10 rows of customer pyramid. This spectrum receives and wastes resources of the bank and bank should respect and bear high risks.