Iranian journal of management sciences

Iranian journal of management sciences

Providing a blockchain-based customer capital framework in industrial organizations

Document Type : Research Paper

Authors
mohammad reza zahedi 1
mohaddeseh besharatifard 2
abolfazl MOUSAVI 3
1 Associate Professor of Malek Ashtar University of Technology
2 Master of Industrial Engineering, Malik Ashtar University of Technology
3 Master of Industrial Engineering, Kharazmi University
100/jiams.2026.8801.7697
Abstract
"Customer capital" emphasizes the importance of customer relationship management and strengthens the effect of the relationship between the business and its customers on the value of the company. The problems of customer knowledge storage, customer knowledge information and security, knowledge sharing, organization's access to customer knowledge, customers' intellectual property rights and similar issues are among the challenges facing the traditional customer capital management. Blockchain acts as a distributed, programmable and encrypted database for fast transfer, protection and storage. The purpose of this research is to present the blockchain-based customer capital framework in industrial organizations, and expert interview tools and interviews have been used in this regard. Also, in this research, "Z" method has been used to prioritize the factors. The research results showed that this framework exploits blockchain concepts to achieve a distributed and flexible network to overcome the problems of customer capital models based on blockchain concepts. Since planning on the client's capital is a medium-term planning and its positive results require a relatively long time, therefore ranking the criteria and checking different dimensions before spending any money and time for the organization is necessary because any wrong choice or Making a decision without considering the consequences of the issue can cause a lot of costs for the organization.
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Keywords
Customer capital
blockchain
industrial organizations
Subjects

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Iranian journal of management sciences
Volume 20, Issue 78
Spring 2025
Pages 65-96