The impact of the customer relationship management on the organization performance |
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| Authors: | Zeynab Soltani Batool Zareie Farnaz Sharifi Milani Nima Jafari Navimipour |
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| Institution: | 1. Ph.D. Candidate, Department of Technology Management, Science and Research Branch, Islamic Azad University, Tehran, Iran;2. Young Researchers and Elite Club, Tabriz Branch, Islamic Azad University, Tabriz, Iran;3. Young Researchers and Elite Club, Islamshahr Branch, Islamic Azad University, Islamshahr, Iran |
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| Abstract: | Customer Relationship Management (CRM) is a very important growing business practice in today's environment. It is used for managing the interaction between a company and its future and current customers. CRM approach's task is analyzing data about the history of customers with a company. It focuses on a way to retain customers, therefore it helps the growth of sales. This leads to improvement of company's business relationship with customers. Current study's goal is to determine how technology, organizational capability, customer orientation, and customer knowledge management influence CRM success. We try to see that how the performance of an organization is affected by the achievement of CRM. For testing the hypotheses, Partial Least Squares Structural Equation Modeling (PLS-SEM) was adopted. Results have indicated that the success of CRM is highly influenced through “information technology use”, also “customer orientation”, “organizational capability”, and “customer knowledge management” are related to CRM success. Finally, along with the future research avenues and limitations, study implications and findings are discussed. |
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| Keywords: | CRM Customer knowledge management Customer orientation Organizational capability Information technology |
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