Customer Relation Management (CRM) and its Impact on Organizational Performance: A Case of Etisalat Telecommunication in Afghanistan
In the current business world, organizational performance depends on identifying, attracting, acquiring and maintaining customers in the highly intensive competition environment. This research paper identifies the problem of enhance the organizational performance through customer relationship management capabilities. Population of this research was Etisalat Afghanistan Telecommunication Company in east zone. Expected sample size was 220-. The population of this research paper are customers of Etisalat Telecom Company in east zone, Afghanistan. The data collection was done through adopt questionnaire. Organizational performance and competition intensity. Logistic regression analysis test was used for further analysis. The study of this research paper will enable organizations to make customer satisfaction, customer loyalty, customer interaction, good Relationship with their customers, help the organizations to enhance their profitability, get the competitive advantage in the market place and finally this paper would enable organizations to understand and use their Customers relation management capabilities in a good way.