Customer record management. (c2000)

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.