Model for Implementing Successful Customer Relationship Management in Saudi Telecom Industry

Abstract

The telecommunications sector in Saudi Arabia is continuously seeking to a close relationship with their customers. Most telecom companies have Customer Relationship Management (CRM) system. However, implementing CRM systems have a low success rate. This paper aims to propose a model that helps the telecom companies to increase the level of implementing successful CRM system. A model is drawn to identify the critical success factors that contribute to successful CRM system in Saudi telecommunication sector. Seven basic hypotheses were tested, as parts of a theoretical model of successful CRM system. Data was collected through a questionnaire. The empirical analysis was carried out using a structural equation model and regression. In addition, follow-up interviews were conducted with a small number of top managers. Data obtained from the questionnaire was triangulated with data gathered from follow-up interviews. The findings revealed that the seven hypotheses were supported and lead to CRM success.

The Moderation Influence of Power Distance on the Relationship Between Technological Factors and the Successful Implementation of Citizen Relationship Management in the Public Sector

“…Many CzRM initiatives have failed to achieve the expected benefits [14], [26], [27], [126]. Accordingly, knowing the CSFs is become vital to successful implementation of CRM projects in both private and public sectors [31], [32], [127]- [129] in order to prevent further failures and financial losses [130]. But these factors are subject to change and depend on the exact situation in which the organisation finds itself in [89].…”