An Analysis of Relationship between CRM and Firm Performance in Industry in Libya

Managing customers is a strategy, not a technology. CRM is not about technology; it is about managing the customer relationships that are at the heart of business performance. The future of CRM is bright indeed in Libya. In Libya CRM will become deeply ingrained as a business strategy for most companies. Technology will evolve while technical and organizational challenges are overcome. Much will change in the years ahead with the demand of the trend in the world, but one thing is certain: CRM is a journey, not a destination, and customers have their hands on the road map and the steering wheel. Objective of this study will be to observe the customer satisfaction on Customer Relationship Management and how it is influenced on the overall perfomance of the organization.