The Impact of Customer Relationship Management Capabilities on Organizational Performance ; Moderating Role of Competition Intensity

Muhammad Nouman Shafique; Naveed Ahmad; Haider Abbas; Alamdar Hussain

doi:10.12816/0014506

Article Details

The Impact of Customer Relationship Management Capabilities on Organizational Performance ; Moderating Role of Competition Intensity

Authors:

Muhammad Nouman Shafique | Naveed Ahmad | Haider Abbas | Alamdar Hussain

Publisher:

Al-Hikmah University

Main Topics:

General management

Journal:

Nigerian Chapter of Arabian Journal of Business and Management Review 2015 Vol.3 Issue 3, pp.28-47

Document Type:

Article

Publication Date:

3/2015

Document Language:

English

Document ID (Org No.):

70088

Frequency:

Monthly

pISSN:

23158638

DOI:

10.12816/0014506

Descriptors:

Keywords:

Abstract:

 Today, organizational success and performance depends on identifying, attracting,acquiring and maintaining customers in the highly intensive competition environment. Thecurrent research identify the problem of enhance the organizational performance throughcustomer relationship management capabilities (Customer interaction managementCapability and Customer relationship upgrading Capability) in the presence of competition.Population of this research was telecom sector in Pakistan. Expected sample size was 300employees from telecom organizations. They was be administered through adoptquestionnaire including Customer relationship management capability (Customer Interactionmanagement capability and customer relationship upgrading capability), organizationalperformance and competition intensity. Multiple logistic regression analysis tests was usedfor further analysis. The current study was enable companies to make a long term and strongrelationship with their customers. This research would enable organizations to understandand use their capabilities better than was possible before.

Article Details

The Impact of Customer Relationship Management Capabilities on Organizational Performance ; Moderating Role of Competition Intensity

Authors:

Muhammad Nouman Shafique | Naveed Ahmad | Haider Abbas | Alamdar Hussain

Publisher:

Al-Hikmah University

Main Topics:

General management

Journal:

Nigerian Chapter of Arabian Journal of Business and Management Review 2015 Vol.3 Issue 3, pp.28-47

Document Type:

Article

Publication Date:

3/2015

Document Language:

English

Document ID (Org No.):

70088

Frequency:

Monthly

pISSN:

23158638

DOI:

10.12816/0014506

Descriptors:

PUBLIC RELATIONS

BUSINESS ORGANIZATION

ORGANIZATIONAL BEHAVIOUR

CONSUMERS

PERFORMANCE APPRAISAL

Customer Relationship Management

CRM Capabilities

Organizational Performance

Competition Intensity

Issues

Article Details

Authors: Muhammad Nouman Shafique | Naveed Ahmad | Haider Abbas | Alamdar Hussain

Publisher: Al-Hikmah University

Main Topics: General management

Journal: Nigerian Chapter of Arabian Journal of Business and Management Review 2015 Vol.3 Issue 3, pp.28-47

Document Type: Article

Publication Date: 3/2015

Document Language: English

Document ID (Org No.): 70088

Frequency: Monthly

pISSN: 23158638

DOI: 10.12816/0014506

Descriptors:

Issues

Authors:

Muhammad Nouman Shafique | Naveed Ahmad | Haider Abbas | Alamdar Hussain

Publisher:

Al-Hikmah University

Main Topics:

General management

Journal:

Nigerian Chapter of Arabian Journal of Business and Management Review 2015 Vol.3 Issue 3, pp.28-47

Document Type:

Article

Publication Date:

3/2015

Document Language:

English

Document ID (Org No.):

70088

Frequency:

Monthly

pISSN:

23158638

DOI:

10.12816/0014506