| dc.description.abstract | The major objective of this study was to establish the relationship between customer relationship
management and organizational performance.
The specific objectives are; to find out how after sales service systems relates to organizational
performance, to establish the relationship between effective communication techniques and
organizational performance, and to explore the relationship between information technological
innovation and organizational performance
A case study design was used to conduct the study with a sample size of 44 respondents. The study
used one data collection instrument which was questionnaires with open and closed ended
questions.
The findings revealed that there is correlation between after sales service and organizational
performance with a positive and significant relationship ((r = 0.115, p 0.00), also indicated that
there is a correlation between effective communication and organizational performance with a
positive and significant relationship ((r = 0.357, p 0.00), and revealed the study finally found out
that there was a correlation between technological innovation with a positive and significant
relationship ((r = 0.321*
, p 0.05). Hence, the study found that there is relationship and significant
one between customer relationship management and organizational performance.
Ba sing on the findings of the study, the researcher recommends that that the organization should
increase number of employees at all interaction points (call centers and service centers) to increase
the response rate from employees and also to provide quick and participative services to their
customers which improve organizational performance in the work place.
The organization should continue practicing of listening kindheartedly to customer queries and
solve them immediately with experience and confident way and as well following up the customers
in and around the hospital vicinities to check them up in consideration to the services received form
the hospitals. | en_US |
