نوع مقاله : مقاله پژوهشی
1 دانشگاه آزاد اسلامی تبریز
2 دانشکده مدیریت و اقتصاد، دانشگاه تبریز
عنوان مقاله [English]
Aim:Increased competition is forcing organizations to more successfully turn to new ways to compete in the long run. Customer Relationship Management is a business strategy that enable companies to effectively manage the overall relationship with the customer. The aim of this study is the role of customer relationship management contained within a competitive advantage i in organization.
Methodology: This study is based on objective, functional and descriptive information collected by way of a survey. The statistical population of this research includes 400 employees of the Social Security Organization of East Azerbaijan Province. To determine the statistical sample, the Morgan table has been used. According to the table, the sample size is suitable for 196 people and the sampling method is simple. A questionnaire was used to collect data. Data analysis in two parts: descriptive and inferential statistics using spss23 software was used.
Findings: The results show that the dimensions of customer relationship management, focusing on key customers, knowledge management, technology and organizational structure, with a competitive advantage positive and significant relationship.