The relationship between organization structure and CRM | Fariba Azizzadeh - fabula-fantasia.info
4. the role of key account management structures in CRM. Introduction The chapter also examines organizational structures as they relate to. CRM . experts would also benefit from having access to customer information. Very often. These companies see CRM as a series of strategies and processes that support capability for customer bonding, a learning relationship and competitive advantage. . And, because organizational structure follows business strategy, CRM. Benefits of CRM • Failures of CRM. ORGANIZATIONAL STRUCTURE • An organizational structure defines the reporting relationships in a company - in.
President, or for credit or a loan officer that are working at Ansar Bank of the West Azerbaijan. Since the significant determine the relationship between variables. It and customer relationship management. There is no significant relationship between organization recognition and customer Testing of research hypotheses relationship management.
On the other hand, the significant changes on organizational changes. It the organization recognition and customer can be said that the correlation of two variables relationship management is significant. The findings are in relation with Doyle about the Organizational rules and Third hypothesis: These results relationship management.
Customer Relationship Management
On the other development of Loyal Customers and also with the hand the significant correlation 0. Average dimensions of organizational structure equals to 3.
So it does not reject the null recognition of 3. This research deviation of 0. This research finding is in determined a logical relationship between them consistent with Heidarzadeh'srefers to the and also with Robert's about the Manag. Due to the importance of the relationship managementbut not with Reinartz et demonstration of the bank system rules, it is al.
Distribution of expertise, job security, conducting in-service questions among the employees requires obtaining professional training, authority and decision the necessary permits from the centre of deputies making power to the vulnerable, creating areas of led them to spend more time to design questions career advancement and personal Another limitation was activities, Due to the involvement of other aspects of meetings or occupational travels that make the organizational structure other than complexity, distribution difficult.
In this study, some factors formalization, and centralization on its such as needs, views, interests and personal relationship with customer relationship aspects affect the views that were out of management it is recommended in future research researcher's interest and were not controlled. Research The aim of this study was to analyze the should use different tools such as interviews to relationship between organizational structures collect data on the dependent variables.
According with client relationship management in Ansar to the study, the effect of organizational structure on customer relationship management data Bank in West Azerbaijan.
Customer relationship management
Elements of examined, it is recommended that a study be organizational structure determine the formal conducted from the customer's perspective. The results of the study show that according to the Theoretical models of customer especial relationship between organizational relationship management CRM.
Business structures with client relationship management it studies As service quality is an important Dealing with customer training. Isfahan, factor in providing services, it is suggested that the Ghazal. Clients and the Alavi, M.
Conceptual relationships and satisfaction of customer by foundations and research issues. MIS providing practical methods and techniques. Quarterly, 25 1pp. According to the decentralized system compared Amiri, Y. Quality of service and with centralized systems, much support of ideas is Customer Relationship Management CRM required so it is suggested that bank officials help in the banking system optimal planning Ali Javan Pakdaman et al.
The relationship between private and Hippner, H. Pathology organizational Kashani, M. Effects of organizational factors optimal proposed strategies, MS Thesis, structure, culture and technology on Tehran University, Qom Campus, School customer relationship management. MS of Management, pages.
School of Management, p: Factors Influencing the Customer Khodami, M. Total quality management and e-CRM enhances customer loyalty. Customer relationship management in the new era of Doyle, P. Marketing management and internet marketing.
Customer Relationship Management
Customer relationship relationship management. Tehran, management research An Commercial publishing company academic literature review and Foss, B. CRM in Financial Services: Journal of Marketing pratical guide to making customer relationship Intelligence and Planning, vol.
Relationship marketing strategy and determinant of organizational formal implementation. Journal of Knowledge Management, oxford. Its Measurement and Impact on Performance. Journal of Manag.
The TQM magazine, vol. Practical Guide to CRM: Building more profitable customer relationship. Organization, structure, process, and Souvenir. Technology and organizational alignment: Organization theory architecture, design, and applications.
CRM in financial services: Factors affecting customer satisfaction of customers and bank employees entrepreneurial by using improved Conway approach, MS Thesis, Tehran University, School of Management, P: In this path Stone and Foss , showed that the concept of "client relationship management" had been assigned lots of attentions in IT marketing field and it means organizational attempt to make higher values.
Organizations mostly are confused in understanding the CRM.Why CRM For My Business?
They imagine that only hardware implementation can lead to advantages of client relationship management but they just can use the advantages of client relationship management when they access the strategic implementation of client- oriented business which would increase culturing about client-orientation and then administrate a suitable unite technology with an information base Reynolds, . Concentration on client is an important factor for small-medium size enterprises. It had been said that acquiring a new customer takes five times more than retaining an existing customer.
Land Mark report contains the importance of client relationship management in following factors. Thus client keeping in small firms is important due to their limited sources. In addition dissatisfaction of client can damage the market because they hit the competition and they persuade others' clients to avoid any trade with the organization Richard, .
Researchers attempt to use the questionnaire to collect and analyze the beliefs and understandings of Ansar Bank personnel in Urmia regarded to the organizational structure of the bank and client relationship management. The research population consisted of employees of Ansar Bank in West Azarbaijan.
The overall employees were selected as the sample. Data analysis was done based on returned questionnaires. The questionnaire consisted of two questions groups that the first group has been determined in terms of management, customer relationship management, interactive marketing, understanding customer expectations, empowerment, and communication with the client and has been customize.
Second group is set to measure the organizational structure of the bank. Likert scales are used in the questionnaire. The first part of a five-choice questions starts from "Absolutely agree" to "Absolutely disagree", second part of questionnaire was five multiple choice questions, starting from "very low" to "very high". Research model was shown in Figure 1.
Complexcity Organizational structure Recognition Client Concentration relationship managment Figure 1: Model of Research Dastgerdi, ; Robins,  A item questionnaire was used to investigate the relationship between organizational aspects of customer relationship management in this research. According to the least 0. Descriptive and inferential statistical methods were used in order to analyze the data of questionnaires. Main hypotheses - A significant relation exists between the dimensions of the organizational structure and customer relationship management CRM.
Secondary hypotheses - A significant relation exists between complexity and CRM. Thus, it would admited data to be abnormal and used parametric methods and Spearman correlation coefficients to test the hypotheses. It had been used regression analysis to test the research hypotheses. Testing of research hypotheses General hypothesis: A significant relation exists between the dimensions of organizational structure and CRM. However, since the significant level of correlation 0.
The correlation between the dimensions of organizational structure and CRM dimensions of CRM organizational structure Spearman's rho dimensions of Correlation 1. N First hypothesis: A significant relation exists between the complexity of organization and CRM.
According to the results in Table 2, it is seen that the correlation between two variables is 0. Since the significant correlation level is 0. Thus a significant relation exists between the complexity of organization and CRM. N Second hypothesis: A significant relation exists between the organization recognition and CRM. On the other hand, the significant correlation 0.
N Third hypothesis: Concentration and management of customer relationships has a significant relationship. A significant relation exists between the concentration and CRM. A significant relation exists between the concentration and customer relationship management.
On the other hand the significant correlation 0. So relation between the concentration and CRM is significant. N 5 Conclution The aim of this study was to analyze the relations of organizational structures and client relationship management in Ansar Banks of Urmia. Elements of organizational structure include three dimensions of complexity, recognition and concentration. A significant correlation exists between the two variables of complexity and CRM so two variables' correlation was significant.
This research finding is in consistent with Heidarzadeh's , refers to the development of customer relationships.
Also the results of Aghadavood and Radayee , about the on time and organized relationship with customer to attract them and gain profit and with the results of Khodami and Azadeh , about the effects of environmental changes on organizational changes is consistent of this research. A relation exists between formality and client relationship management.
It can be said that the correlation of two variables were significant.
The findings of this research are in relation with Doyle  about the Organizational rules and regulations in order to increase the motivation of employees to provide quality services. A correlation exists between concentration and CRM. These results are in relation with Heidari and Elahi's , results about the omission of traditional economics and controlling of demand management by development of Loyal Customers. Results of Peck et al.
Results of Stone and Foss , that determined the control of the management on employees and their freedom as a method of organization to increase the value of the clients is in relation of this research too. A correlation exists between the dimensions of organizational structure and CRM.
This research finding is in relation with Azizi's  results that considers appropriate structure of banks as a tool to enhance the competitiveness and found a relation between organizational structure and client relationship management. Also with Bahadori's  about the suitable structure of determining strategies and determined a logical relation between them.
And also with Robert's research about the development of organizational structure for successful implementation of CRM, but not with Reinartz et al. So it can be said that aside from the main dimensions of organizational structure, other aspects exist that can affect customer relationship management. The results of the study show that according to the especial relation of organizational structures and client relationship management it is necessary to pay attention to organizational dimensions such as complexity, recognition and concentration.
It is suggested that the services transfer to the clients and more marketing International Scientific Publications and Consulting Services Journal of Data Envelopment Analysis and Decision Science 8 of 10 http: It is suggested to strength the relationships and satisfaction of customer by providing practical methods and techniques.
Also human resources of each organization is the most important source so it is suggested banking authorities to provide adequate resources and expertise, job security, creating areas of career advancement and personal Due to the involvement of other aspects of organizational structure other than complexity, formalization, and centralization on its relation with CRM it is recommended in future research other aspects of the different approaches will be studied.
Research should use different tools such as interviews, observation and etc to collect data on the dependent variables. Also it is recommended that a study be conducted from the customer's perspective. Radayee, Dealing with customer training, Isfahan, Ghazal,