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Integrating The Critical Success Factors (Csf) Of Customer Relationship Management (Crm), Customer Satisfaction And Customer Retention In The Oil And Gas Sector: The Case Of Uae-Adnoc, Sawsan Mohammed Shouib Al Khouri
Integrating The Critical Success Factors (Csf) Of Customer Relationship Management (Crm), Customer Satisfaction And Customer Retention In The Oil And Gas Sector: The Case Of Uae-Adnoc, Sawsan Mohammed Shouib Al Khouri
Dissertations
Customer Relationship Management (CRM) is a complex and revolutionary strategic management concept that aims at integrating organisational functions to present consumers with a single face of the organization. To this end, the presentation of this face of the company must be agreed upon by the multi-functional teams in the organization, especially regarding what the face of the organization is and/or how it should be presented. A number of critical success factors must apply if the implementation of CRM is to succeed. This study investigated the possibility of integrating the critical success factors (CSF) of customer relationship management (CRM), customer satisfaction …