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The aim of this study was to analyze the impact of knowledge management on success of customer relationship management: mediating impacts of organizational factors (staffs, leadership, organizational structure) in capital bank by descriptive-correlation method. Accordingly, to measure knowledge management, the Fang and Choai (2009) questionnaire was applied, to evaluate organizational variables (staffs, leadership, organizational structure), Greve & Albers (2006) questionnaire was used and to assess technology of customer relationship management, Chang et al (2006) questionnaire was employed and regarding success of customer relationship management, Bang (2005) and Chen and Chung (2004) questionnaires were used. The population of this study included all staffs of capital bank in Tehran city that were 642 staffs which based on Cochran formula, 240 staffs were selected by cluster sampling. To analyze data, Pearson correlation test and structural equation model were employed by using SPSS and AMOS software. The obtained results of this study indicated that the knowledge management affected significantly on organizational factors (staffs, leadership, organizational structure). Furthermore, the technology of interaction management affected significantly on success of customer relationship management and also technology of customer relationship management influenced significantly on organizational factors (staffs, leadership, organizational structure). Organizational factors (staffs, leadership, organizational structure) affected significantly on success of customer relationship management. The findings of this study showed that the knowledge management did not affect significantly on success of customer relationship management. Technology of customer relationship management by mediating variable of organizational factors did not affect significantly on success of customer relationship management.

Impact of Knowledge Management on Success of Customer Relationship Management (Staff, Leadership, Organizational Structure)