INTEGRATING THE CRITICAL SUCCESS FACTORS (CSF) OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM), CUSTOMER SATISFACTION AND CUSTOMER RETENTION IN THE OIL AND GAS SECTOR: THE CASE OF UAE-ADNOC

2021 ◽  
Author(s):  
Michael Harun Mugenya
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Critical Success Factors ◽  
Success Factors ◽  
Oil And Gas ◽  
Relationship Management ◽  
Customer Retention ◽  
Customer Relationship ◽  
Critical Success ◽  
Oil And Gas Sector

scholarly journals Critical Success Factors in Customer Relationship Management Strategy in the Local Government Authorities in Zimbabwe

2019 ◽  
Vol 11 (4) ◽  
pp. 99
Author(s):  
Douglas Chiguvi ◽  
Ruramayi Tadu ◽  
Zenzo Dube
Keyword(s):  
Local Government ◽  
Customer Relationship Management ◽  
Management Strategy ◽  
Critical Success Factors ◽  
Success Factors ◽  
Statistical Tests ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Critical Success

The aim of the study was to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty-one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy-in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.

scholarly journals Key Factors in Customer Relationship Management Strategy Success in the Local Government Authorities

2019 ◽  
Vol 6 (4) ◽  
pp. 72 ◽  
Author(s):  
Douglas Chiguvi ◽  
Ruramayi Tadu ◽  
Moreblessing Ngwenya
Keyword(s):  
Local Government ◽  
Customer Relationship Management ◽  
Management Strategy ◽  
Critical Success Factors ◽  
Success Factors ◽  
Statistical Tests ◽  
Relationship Management ◽  
Customer Relationship ◽  
Research Approach ◽  
Critical Success

The aim of the study was to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy-in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.

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