The Influence of new technologies on the performance of customer relationship management (Case Study of Tehran Parsian bank branches)

Omid Mohammadi Darvishvand¹

1) Master of Business Administration, Khuzestan University of Science and Research

IOI Code : AZAF-AZCACA
Publication : 3rd International Conference on Researches in Accounting, Economics, Management & Humanities(meaconf.com/3rd)
Abstract :
    study was investigation the effect of new technologies using on customer relationship management performance in the branches of Bank Parsian Tehran. In this study was quantitative approach that this study was conducted using a survey technique. The data collecting tools was questionnaire and a sample of 64 branch managers of Tehran Parsian Bank deals with the use of multi-stage cluster sampling method and within each stage, have been randomly selected. Based on the results , there are the direct impact of the application of new technologies and capabilities for electronic customer relationship management, on customer relationship management performance. Customer-centric management system and the use of new technologies have significant and positive impact on customer relationship management capabilities. The research model was tested using path analysis.

Keywords : use of new technologies electronic customer relationship management capabilities customer relationship management performance