إدارة العلاقة مع العملاء إلكترونيا كمدخل لخلق قيمة للعملاء : بالتطبيق على عملاء المصارف في ولاية الخرطوم

Abstract EN

This study aimed to identify the impact of Electronic Customer Relationship Management (E-CRM) on Customer’s value.

The study adopted the descriptive analytical method through using the non-probable sample technique that amounted to (500) ; besides using the Structural Equation Modeling [SEM] : path analysis method through using Smart (pls3) program to test its hypotheses.

The most important findings of the study indicated the existence of an effect between E-CRM and Customer’s value.

The study recommended that banks should pay attention to the quality of services provided by the application because of its positive impact on customer’s value.