The Effect of Customer Relationship Management (CRM) on achieving Competitive Advantage of Manufacturing Tractor

Dr. Mehrdad Alipour

The Effect of Customer Relationship Management (CRM) on achieving Competitive Advantage of Manufacturing Tractor

Dr. Mehrdad Alipour * §

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§ Islamic Azad University

The Effect of Customer Relationship Management (CRM) on achieving Competitive Advantage of Manufacturing Tractor

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Abstract

Abstracts -One of the requirements of competitiveness is the ability of the organizations to adjust themselves with the customer needs quickly. Increasingly competitions make the organizations have more contacts and have relationships with the customers in the world of markets.CRM is a commercial process in the B2B environment, which prepares the organizational structure to improve and survive in trading. CRM is a strategic process of support, against the competitors, providing value for the buyers and sellers, and gaining excellent benefits. This research was done in Truck making company of Tabriz in the form of case-study, and its purpose was to investigate the impact of customer relationship management in order to gain the competitive advantage in industrialized manufactures of Truck. It was done through designing four hypotheses: improving and specializing the relationships with the customers, understanding and separation of the customers, responding to the customers’ complaints, and attracting and protecting the customers.The method of conducting the research is descriptive and for gathering data we used questionnaire. The results obtained from the data analysis show that all the relations are meaningful at the %5 of deviation using spearman correlation test from the managers’ perspectives and the variable of understanding and separation of customers has the most impact, and the variable of attracting and protecting of customers has the least impact on the dependent variable. Also, using freedman test, the ideal position of variables in the given company from the managers’ perspectives is as follows:1) Meeting customer’s complaints2) Attracting and protecting customers being faithful3) Improving and specializing the relations with the customers4)understanding and separating of the customers.

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Dr. Alipour. . "The Effect of Customer Relationship Management (CRM) on achieving Competitive Advantage of Manufacturing Tractor". Global Journal of Management and Business Research GJMBR Volume 11 (GJMBR Volume 11 Issue 5).

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GJMBR Volume 11 Issue 5

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR Classification FOR Code: 150307 JEL Code: L23

Submission ReceivedFebruary 11, 2011
Peer Review Double Blind
Handling Editor
Accepted March 7, 2011
Published March 22, 2011

Version of record

v1.2

Issue date

April 25, 2011

Language

English

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Article Matrices

Total Score: 154

Country: Unknown

Subject: Global Journal of Management and Business Research

Authors: Dr. Mehrdad Alipour, Mohammad hallaj Mohammadi (PhD/Dr. count: 1)

View Count (all-time): 237

Total Views (Real + Logic): 5934

Total Downloads (simulated): 519

Publish Date: 2011 03, Tue

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Total Views: 5.9K

Total Downloads: 519

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