Abstract:
Organizations have recognized that Customer Record Management (CRM) is an
issue of great importance at the present time. Today's environment is characterized by
fundamental changes in the global and international market. "Crops of the field such as
com and wheat struggle to survive in today 's changing global environment- harsh weather,
insects and pests. In spite of such adversity, crops develop roots and resilience as they struggle to
mature, grow, and enrich our planet and our lives. The new organization faces its own struggles
as it matures and reaches for its goals ... The new organization will weather the storms because it
bends to the winds of change." (Daft, 1996, p. 743) This is caused by the increasingly
chaotic nature of the environment and a paradigm shift in the way people think about
organizations .
The purpose of the study is to assess the success of organizational performance upon
implementing Customer Record Management in an efficient and effective manner.
Moreover, the research has a purpose of designing a new system for customer record
management as well as evaluating it and the methods followed in delighting the
customers.
To elaborate more on Customer Record Management an electronic global and
international research - using the Internet and the electronic mail- has been conducted since the Lebanese Market is not yet prepared for such a survey. For better understanding
• of this purpose, descriptive analysis and statistical analysis were conducted to test the
validity considering all pertinent factors.
Results have shown that organizations' training in Information Technology, Ecommerce,
and Customer delights tools will help build a positive attitude towards the
adoption of a well developed Customer Record Management.
