Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

Abstract

The aim of the study was to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty-one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy-in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.

Analysis of the effectiveness of e-customer service platforms on customer satisfaction at ABSA, Botswana

“…The aim of delivering excellent customer service is to give total customer satisfaction, which eventually result to customer delight. Customer satisfaction simply means meeting the customer expectations while customer delight means consistently exceeded customer needs/expectations (Chiguvi, 2018). Globally the financial sector is facing a lot of challenges due to Covid 19, wars, financial crisis, decreased of disposable income, fuel crisis and natural disasters.…”