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| Formato: | Recurso digital |
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2026
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| Acceso en línea: | https://doi.org/10.5281/zenodo.19367101 |
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| _version_ | 1866901115256176640 |
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| author | Al-Rashed, Sarah |
| author_facet | Al-Rashed, Sarah |
| contents | <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> |
| format | Recurso digital |
| id | zenodo_https___doi_org_10_5281_zenodo_19367101 |
| institution | Zenodo |
| language | |
| publishDate | 2026 |
| publisher | Zenodo |
| record_format | zenodo |
| spellingShingle | MODEL FOR IMPLEMENTING SUCCESSFUL CUSTOMER RELATIONSHIP MANAGEMENT IN SAUDI TELECOM INDUSTRY Al-Rashed, Sarah <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> |
| title | MODEL FOR IMPLEMENTING SUCCESSFUL CUSTOMER RELATIONSHIP MANAGEMENT IN SAUDI TELECOM INDUSTRY |
| url | https://doi.org/10.5281/zenodo.19367101 |