International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Call for Papers | Fully Refereed | Open Access | Double Blind Peer Reviewed

ISSN: 2319-7064


Downloads: 141 | Views: 201

Research Paper | Business Management | Somalia | Volume 8 Issue 1, January 2019


The Effect of Customer Relationship Management and Organizational Performance in Mogadishu Somalia

Mohamed Dahir Mohamud


Abstract: Background Study Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential future customers. The CRM approach tries to analyses data about customers' history with a company, to improve business relationships with customers, specifically focusing on customer retention, and ultimately to drive sales growth (Afsaneh Malkami, 2016) One important aspect of the CRM approach is the systems of CRM that compile information from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, social media, and more (David Sims, 2007) Through the CRM approach and the systems used to facilitate CRM, businesses learn more about their target audiences and how to best cater to their needs. However, adopting the CRM approach may also occasionally lead to favoritism within an audience of consumers, resulting in dissatisfaction among customers and defeating the purpose of CRM ( Saeed Saadat Nazarian, 2016). General objective the effect of customer Relationship management and organizational performance in Mogadishu Somalia Methodology The study was conducted through descriptive design. The researcher was used this approach in order to describe and to investigate the relationship between effects of operational budgeting on organizational performance in some selected companies in Mogadishu using information gained from the questionnaire. Sample Size The researchers was selected some employee of the Salam Somali Bank which was mentioned above, these was currently employee in Salam Somali Bank, and the sample size of the study was 8 0 respondents Major Findings the Study Based on the findings in objective one presented that To examine Customer orientation scored Average mean 3.42overall and this result indicates that the overall of objectives one in the selected organization was very good. Based on the findings in objective one presented that to determine the Knowledge management scored Average mean 3.17 overall and this result indicates that the overall of objectives one in the selected organization was good.


Keywords: Knowledge, Technology, Organizational performance


Edition: Volume 8 Issue 1, January 2019,


Pages: 2061 - 2062


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