Open AccessInvestigating the effect of the social customer relationship management (CRM) on customers and financial performance
Author(s) -
Ali B Abduljabar Al mashahedi,
Jing Zhang,
Sinan Abdullah Harjan
Publication year - 2021
Publication title -
international journal of research in business and social science
Language(s) - English
Resource type - Journals
ISSN - 2147-4478
DOI - 10.20525/ijrbs.v10i1.980
Subject(s) - customer relationship management , partial least squares regression , business , structural equation modeling , marketing , financial services , process (computing) , knowledge management , industrial organization , computer science , finance , machine learning , operating system
This research aims to investigate the effect of the social customer relationship management (CRM) process on achieving superior levels of costumers and financial performance. The object of this research is the Iraqi firms at the Iraqi environment market, while the subject is more than 200 respondents. Six variables from the research data were gathered through an instrument model invalid form that structured to be measured through reliable questionnaires. Statistical Analysis of the research data used partial least squares structural equation modeling with the significance in accordance with the output of SPSS 22.0. The findings indicate that the social CRM technologies of the firms improve the innovation activities on Both (services and products). This has a positive effect on the ability to achieve high performance through building customer-linking capabilities by adopting innovations, resulting in higher levels of efficiency. In exchange, higher levels of consumer contribution lead to having positive levels of customer and financial performance.