انعكاس إدارة علاقات الزبون في تعزيز سمعة المنظمة : دراسة استطلاعية لعينة من المصارف العراقية الخاصة في مدينة بغداد

Abstract EN

This research aims to determine the impact of the customer relationship management in enhancing the reputation of the Organization, providing a theoretical research on the contributions of researchers in the search variables, as well as the practical framework to analyze the nature of the relationship and influence among both customer relationship management as an independent variable of (customer satisfaction, customer loyalty, customer value), and the Organization's reputation as a variable number of Iraqi private banks in the city of Baghdad, prompting the researchers to build a prescriptive model for research included a series of key assumptions And, research sample consisted of (80) as distributors in the different organizational levels, the researchers used a questionnaire as a tool for collecting data as well as personal interviews, and has been relying on SPSS program to analyze this data, and the main conclusions were that there was interest in customer relationship management in private Iraqi banks, due to the interest of these banks (customer satisfaction, loyalty, and its value), the reputation of the Organization in the Iraqi banks for good due to your banks interest (social responsibility, appealing organization, quality of service, reliability, creative skills, And financial performance).