Today customers are supposed as a one of the most important organization strategic Partner. In two last decades by increasing technological improvement and competitive environment customer role are being changed. This sudden change makes many powerful companies to change their attitude and behavior about their customers. Recently Customer Relationship Management (CRM) is being paid attention for improving and optimizing Customer Service Processes. But due to some reasons most of CRM projects are failed. One of the most important failures for CRM project is strategic failure. In this thesis is been trying to develop knowledge-Base strategic management model. The protocol is used to develop this model is balanced scorecard. Today balanced scorecard is supposed as important managerial tool. Proposed strategic model customize balanced scorecard perspectives for customers to simulate customer value chain. At the end proposed model is compared with the unique strategic model which is currently used in CRM systems, and define weaknesses and strengths of both Models .
