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Asian Journal of Information and Communications 9(2)
Letter from editors Special section "Recent Progress in ICT Application in China" General sect....

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Asian Journal of Information and Communications

The influence of information technology on establishing customer Ali Tajdin and Babak Shirazi

  • Page:32-40
  • 2017-11-03

Investing on IT is one of the involved subjects in all organizations, especially banks. IT has a key role in organizations business, and on the other hand customer relationship management (CRM) focuses on customer data, and applying IT will facilitate its career. The CRM is a modern and developed tool for data analysis from customer data and in fact we can say that IT is a necessary and essential element in CRM. So we deal with the study of influence of IT on establishing customer relationship management. The studied statistical universe of the paper equals 400 persons that based on Morgan table. 198 persons have been computed as statistical sample, and finally we deal with and analyze research hypothesis by suitable statistical tests. In this research we have concluded that the benefit obtained from IT has significant effect on establishing customer relationship management in bank. Finally, we have presented suggestion to improve the level of applying software of CRM in bank.

Keywords: information technology, customer relationship management, customer servicing

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