THE IMPACT OF IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT IN UMNIAH MOBILE COMPANY JORDAN
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 2, Issue 10
Abstract
This paper has been devoted to an important perception which has dominated the business world in recent years known as Customer Relationship Management (CRM) and its implementation .Customer Relationship Management (CRM) is the new competitive weapon for organisations in the developed nations.Many organizations are focusing on conquering the minds of customers, to make them loyal brand followers ,as well as satisfying their individual needs with the help of sophisticated CRM systems.Globalisation is the new era. Telecom industries are the recent cults, each one of them looking to gain the largest customer base. The telecom service providers are expected to struggle with complex issues of modern technologies, and value added services through continuous innovations.The ultimate goal of CRM in telecom sector is to provide a comprehensive suite of software applications that enable them to increase, productivity and customers satisfaction by synchronizing and coordinating the customer interactions across all touch points including internet, customer contact centre's, field organization and distribution channels. The objective of this paper is to explores the kind of relationship marketing strategies that Umniah Mobile Company of Jordan is pursuing in today's rapidly changing and highly competitive environment, and to analyse it’s outcome on the service quality and satisfaction of customers, which represent through.Global &Umniah Mobile Company can benefit from this study by better understanding the distinctive contingencies prevalent in the Jordan business environment..
Authors and Affiliations
Dr. Odai Falah Mohammad ALghaswyneh| Assistant Professor, Marketing Department College of Business Administration Northern Border university kingdom of Saudi Arabia E-mail:odai_ghasawneh82@yahoo.com
Keywords
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