الدور المعدل للخبرة التكنولوجيا في العلاقة بين إدارة علاقات العملاء و قيمة العميل : عينة من عملاء البنوك التجارية في الخرطوم

Abstract EN

The study has dealt with the modified effect of technology experience on the relationship between customers' relationship management represented by its four dimensions (commitment, communication, solving problems, trust) and customer value.

The study has been conducted base on a sample of clients of some Sudanese Commercial Banks in Khartoum State.

The package and a set of statistical methods were used to test the reliability of the study followed the descriptive and analytical approach 250 questionnaires were distributed to clients of the studied banks.

The study adopted the statistical method using the (SPSS) software collected data.

The data were subjected to advanced statistical tests to test the study hypotheses.

The results indicated that there is a relationship between customer relationship management and customer value, and that technology expertise modifies the relationship between customer relationship management, and the value of blindness, and that there is no relationship between the dimension of trust and customer value, and the study suggested some recommendations such as addressing the importance of linking the bank with innovative trends in how to use technology and its investments to identify customers' desires and seek to apply them to develop the bank in the future.