Збережено в:
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| Формат: | Recurso digital |
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| Опубліковано: |
Zenodo
2026
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| Онлайн доступ: | https://doi.org/10.5281/zenodo.19367101 |
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Зміст:
- <p>The telecommunications sector in Saudi Arabia is continuously seeking to a close relationship with their<br>customers. Most telecom companies have Customer Relationship Management (CRM) system. However,<br>implementing CRM systems have a low success rate. This paper aims to propose a model that helps the<br>telecom companies to increase the level of implementing successful CRM system. A model is drawn to<br>identify the critical success factors that contribute to successful CRM system in Saudi telecommunication<br>sector. Seven basic hypotheses were tested, as parts of a theoretical model of successful CRM system. Data<br>was collected through a questionnaire. The empirical analysis was carried out using a structural equation<br>model and regression. In addition, follow-up interviews were conducted with a small number of top<br>managers. Data obtained from the questionnaire was triangulated with data gathered from follow-up<br>interviews. The findings revealed that the seven hypotheses were supported and lead to CRM success. </p>