The impact of customer relationship management on customer behavior : case study of ooredoo for telecommunications

الملخص EN

This paper aims to determine the nature of the relationship between the dimensions of the Customer Relationship Management (Interactive communication, the service provided, and dealing with complaints) and the customer behavior (satisfaction and repurchasing).

The descriptive and analytical approaches were used by the researchers, the researchers used the descriptive approach by using the academic references to clarify the terms theoretically, and they used the analytical approach by making sample survey and analyzing the results statistically.

The researchers designed a questionnaire to discover the influential relationship between CRM and customer behavior (for the customers of Ooredoo for telecommunications.