Impact of CRM on Organizational Performance - Case Study of MTN Nigeria
THE LINK BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND ORGANIZATIONAL PERFORMANCE
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Customer Relationship Management concerns the relationship between the organization and its customers and asserted customers are thelifeblood of any organization be it a global corporation with thousands of employees and amultibillion turnover, or a sole trader with a handful of regular customers. Customer RelationshipManagement is the same in principle for these two examples -it is the scope of CRM which can vary drastically. The organization and the customers both have sets ofconditions to consider when building the relationship, such as wants and needs of bothparties; organizations need to ...
Customer Relationship Management concerns the relationship between the organization and its customers and asserted customers are thelifeblood of any organization be it a global corporation with thousands of employees and amultibillion turnover, or a sole trader with a handful of regular customers. Customer RelationshipManagement is the same in principle for these two examples -it is the scope of CRM which can vary drastically. The organization and the customers both have sets ofconditions to consider when building the relationship, such as wants and needs of bothparties; organizations need to make a profit to survive and grow customers want good service, aquality product and an acceptable price.
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