Customer Relationship Management from the Viewpoint of the Qur’ān and Nahj al-Balāgha

One of the right demands of the Iranian society ۴۲ years after the glorious victory of the Islamic Revolution is the establishment of the pure Islamic values in all spheres of the society, especially in the economic and business decision making arena. The purpose of this study is to identify and explain the factors and principles of customer-orientedness and customer relationship from the viewpoint of the Qur’ān and Nahj al-balāgha. Therefore, this descriptive survey is an applied research project in terms of purpose, and uses library research for data collection. The obtained results led to the identification of ۱۵ factors, which were classified into theoretical and practical principles. The theoretical principles involve right-centeredness, the attainment of the divine satisfaction, the consideration of the customer’s desires, sincerity in transactions, and the agreement of the transaction with the Islamic orders. The practical principles include reasonable profits, observing equity, rational trust in the customer, staying away from underselling, staying away from hoarding, patience, amiability with the customers, providing good services, timely meeting of the customer’s needs, and praying God to grant the grace of serving people.

Keywords:

Practical Principles , Theoretical Principles , Qur’ān , Customer relationship management , Nahj al-Balāgha