Journal of Marketing Management

The Role of Customer Relationship Management Strategies on Developing Customer Services of Jordanian Telecommunication Companies
Abdulla Nazal, Younes Megdadi

Abstract
The study aimed at identifying the role of customer relationship management strategies on developing customer services of Jordan telecommunication companies. The study relied on descriptive analytical method. (88) Managers, heads of departments, and staff. A special questionnaire were been distributed. The study sample consist of (83) respondents, and the valid questionnaires were (79).The study concluded several results, the most important of which was the presence of a statistically significant effect at the level of (α ≤ 0.05) for the application of customer relationship management in its dimensions: Customer retention strategy, Value - conscious strategy, Management towards customers strategy in Jordan telecommunication companies. Considering these results, the study recommended several recommendations, the most important of which is the need to continue to implement customer relationship management strategies to give them greater flexibility in facing the environmental and competitive challenges and to know the possible market opportunities to maintain their survival and position in the market.

Full Text: PDF     DOI: 10.15640/jmm.v7n2a9