Factors that Affect the Success of CRM Systems in Libyan Firms

Rouhoma, Hatem Mohammed (2010) Factors that Affect the Success of CRM Systems in Libyan Firms. Masters thesis, Universiti Utara Malaysia.

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Abstract

With an ever-increasing competition for marketing dominance, many firms have utilized the customer relationship management (CRM) system for improved business intelligence, better decision making, enhanced customer relations, and good quality of services and product offerings. We found the empirical support for CRM factors that affecting the success of CRM systems in Libyan firms from 100 respondents of different manufacturing firm which have implemented the CRM system. These findings should be of great interest to both researchers and practitioners.

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