THE ROLE OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT PILLARS IN ACHIEVING COMPETITIVE ADVANTAGE FOR BANKING SECTOR IN JORDAN

Abstract

This research aimed at investigating the role of electronic customer relationship management pillars in achieving competitive advantage for banking sector in Jordan. Through monitoring the reality of the role of these pillars(E-Customer, E-Relationship, and E-Management)to achieve competitive advantage in the banks of Jordan. This study has identified the most important factors pursuing the implementation of electronic customer relationship management in commercial banks of Jordan. This research paper has used a quantitative technique to collect data from participants, afterwards, SPSS statistical techniques were used to obtain the findings of this research. The results showed that most commercial banks in Jordan use electronic customer relationship management through interacting with all business activities that require direct contact or indirect communications with clients to achieve maximum competition. In light of the results of this research the researcher has introduced a set of recommendations that promote the use of electronic customer relationships management as well as enhance the competitive advantage of commercial banks in Jordan.

Keywords: Banking Sector, CRM, Competitive Advantage, E-CRM, Jordan


Article Review Status: Published

Pages: 29-44 (Download PDF)

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