CRM and organizational performance: A survey on telecommunication companies in Kuwait

Abstract

Purpose

The purpose of this paper is to investigate the relationship between customer relationship management (CRM) dimensions (i.e. top management support, customer orientation, training orientation, customer data, customer information-processing and integration) and organizational performance in telecommunication companies in Kuwait.

Design/methodology/approach

This is a quantitative study, and the response came from 167 employees of three telecommunication companies. Data collected were subjected to correlation and regression analyses in pursuance of the study’s stated objective.

Findings

The results of this study found that top management support, customer data and customer information processing are positively related to organizational performance, while other variables of customer orientation, training orientation and integration of CRM have no significant influence on organizational performance.

Originality/value

The paper addresses CRM dimensions issues specifically for telecommunication companies in Kuwait.

Citation

Rafiki, A., Hidayat, S.E. and Al Abdul Razzaq, D. (2019), "CRM and organizational performance: A survey on telecommunication companies in Kuwait", International Journal of Organizational Analysis, Vol. 27 No. 1, pp. 187-205. https://doi.org/10.1108/IJOA-11-2017-1276