Volume 03, Issue 01, 2022

Paper id:01000116IJESIR Open Access

Title: MEASURING  THE EFFECT  OF CUSTOMER RELATIONSHIP MANAGEMENT ON ORGANISATIONAL PERFORMANCE: EVIDENCE FROM  FIVE LISTED DEPOSITS MONEY BANKS IN DELTA STATE

Year: 2022 Abstract Full Paper [Download] Page:14-24

Abstract: This paper seeks to determine the effect on customer relationship management has on performance of an organization.  The study is considered crucial because the effective relationship of organizations and customers could enable banks to improve their profitability thereby generating more returns and increasing customer satisfaction using primary method of enquiry, the researcher collected the data of five selected zonal offices of banks in Warri and Asaba Delta state. The study adopts the longitudinal research design and a combination of  simple linear regression model  and systematic random sampling technique. Therefore  human resource management, marketing, sales force automation and customer service were used as proxies for customer relationship management while performance is measured by customer satisfaction, market share, customer retention and innovation . Findings of the study suggest that human resource management and sales force automation are significantly associated with performance, while marketing and customer service has no association with performance of an organization and which form the basis for recommendation that banks and organizations need to improve their customer relationship management as a pathway to achieve optimum   performance.

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Paper id:01000117IJESIR Open Access

Title:

Year: 2022 Abstract Full Paper [Download] Page:14-

Abstract: 

Full-Text I ASI I IEuroPubI IResearchGateI IGoogle ScholarI IAcademia.eduI