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- Title
CRM أثر نظام إدارة خدمة العملاء في تحسين القدرة التنافسية للهيئة العامة لمواني البحر الأحمر.
- Abstract
This research message provides a comprehensive overview of the role of Customer Relationship Management (CRM) systems in enhancing the competitive ability of companies and offers practical recommendations for improving the use of this system to achieve greater success and sustainability in the competitive market. Given the importance of utilizing CRM systems and their role in enhancing competitive ability, this message examines and analyzes the impact of CRM system usage on improving competitive ability, aiming to achieve a main goal of enhancing companycustomer interactions and improving customer experience. The research explores the extent to which CRM systems improve competitive ability and how customer service management contributes to customer satisfaction. The researcher has demonstrated a statistical significance in the impact of CRM systems on improving competitive ability. The study recommends: • Supporting the use of the CRM system at the Red Sea Ports Authority due to its importance and support for competitive advantage. • Paying attention to the quality of customer service provided by the Red Sea Ports Authority. Here are some key points that illustrate the role of CRM systems in this context: 1.Enhancing Customer Experience: By collecting and analyzing data about customers, CRM systems can provide valuable insights into their needs and preferences, allowing companies to offer personalized services and a better customer experience. 2.Increasing Operational Efficiency: CRM systems facilitate the organization and tracking of customer communications, including inquiries, orders, and complaints, which helps improve internal process efficiency and reduce the time needed to meet customer needs. 3.Improving Marketing and Sales Strategies: With a deeper understanding of customer needs and behaviors, companies can more effectively direct their marketing and sales strategies, increasing sales opportunities and improving conversion rates. 4.Building Long-Term Customer Relationships: CRM systems document and track customer history with the company, allowing teams to build sustainable and long-lasting relationships with customers by providing better support and addressing their needs more effectively. Overall, the use of CRM systems contributes to improving a company's competitive ability by enhancing customer interaction, improving the customer experience, increasing operational efficiency, and directing marketing and sales strategies more effectively
- Subjects
CONSUMER behavior; CUSTOMER relationship management; CUSTOMER satisfaction; CUSTOMER service management; CONSUMERS
- Publication
AIN Journal, 2025, Vol 49, Issue 1, p318
- ISSN
2090-8202
- Publication type
Academic Journal
- DOI
10.59660/49126