Application of Customer Relationship Management Practices in the Industrial Process

Abstract

The focus of research is to discuss customer relationship management practice and their effect on customer satisfaction. Today, business organizations are living in a highly competitive world, and for any bank to know its customers because they are the cornerstones on which business is based. Study observed the research problem as competition among bank has changed the way of conducting with consumers. Customers nowadays became more sophisticated and started seeking best providers. Furthermore, banks face huge request in satisfying large amount of customers as the number of orders and customers increase day after day. Research objectives formulated are: to know the importance of CRM in industrial practice, to measure the level of customer satisfaction, to assess the relationship in between CRM and customer satisfaction. Methodology says that The Population which is collects from Kurdistan International Bank in Erbil, at Kurdistan region from Iraq.  The research data is collected by developing questionnaire, the research is of quantitative method which tends to address the numerical data and statistics rather than the quality of data. The use of management expertise to provide advice on conducting marketing research on the surrounding environment and how to exploit opportunities and meet the challenges that the responses showed a lack of such research. Review the customer relationship management program periodically during the year to determine its performance.

Keywords: Customer relationship management, CRM, management, satisfaction,

DOI: 10.7176/JMCR/56-02

Publication date:May 31^st 2019