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CRM Factors That Affect the Firm Performance in Telecommunication Industry in Libya

Ahmed, Ridowan Mohamed (2010) CRM Factors That Affect the Firm Performance in Telecommunication Industry in Libya. Masters thesis, Universiti Utara Malaysia.

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Abstract

By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience, companies have a greater ability today to establish, nurture, and sustain long-term customer relationships than ever before in telecommunication industry in Libya. Data were collected through questionnaire and there were 100 respondents. Findings suggest that customer relationship management factors; information gathering, information processing, information management, customer loyalty and customer retention with firm performance in telecommunication industry in Libya.

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer Relationship Management, Firm Performance, Telecommunication Industry, Libya
Subjects: H Social Sciences > HF Commerce. > HF5001-6182 Business
Divisions: College of Business (COB)
Depositing User: Mr Husni Ismail
Date Deposited: 22 Mar 2011 05:07
Last Modified: 24 Apr 2016 02:54
URI: http://etd.uum.edu.my/id/eprint/2285

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