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The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan

Author

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  • Nader Aljawarneh
  • Ziyad Alomari

Abstract

The study aim is identifying the role of ERP systems in improving CRM at Safeway Company of Jordan. Employees (No. 210) at Safeway-Jordan were recruited in the study. The researcher adopted a diagnostic descriptive approach, and constructed two tests to measure; the ERP systems and CRM in Safeway-Jordan. The correlation between ERP systems and CRM at Safeway from employee’s perspective was statistically significant. Considering the aforementioned findings, the study recommended that Safeway and other enterprises to use ERP systems and to implement them in prompting CRM for their effective role in improving CRM; it also recommends carefulness inhiring vendors and sales representatives.

Suggested Citation

  • Nader Aljawarneh & Ziyad Alomari, 2018. "The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 1-86, June.
    • Handle: RePEc:ibn:ijbmjn:v:13:y:2018:i:8:p:86
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    References listed on IDEAS

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    1. Princely Ifinedo & Dag Håkon Olsen, 2015. "An Empirical Research on the Impacts of organisational decisions’ locus, tasks structure rules, knowledge, and IT function’s value on ERP system success," International Journal of Production Research, Taylor & Francis Journals, vol. 53(8), pages 2554-2568, April.
    2. Nicky J. Welton & Howard H. Z. Thom, 2015. "Value of Information," Medical Decision Making, , vol. 35(5), pages 564-566, July.
    3. Karl E. Kurbel, 2013. "Enterprise Resource Planning and Supply Chain Management," Progress in IS, Springer, edition 127, number 978-3-642-31573-2, April.
    4. Abdul Alem Mohammed & Basri bin Rashid, 2012. "Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance," International Review of Management and Marketing, Econjournals, vol. 2(4), pages 220-230.
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    Cited by:

    1. Pankaj Kumar Mohanty & S. F. Chandra Sekhar & P. Shahaida, 2022. "Determinants of ERP Adoption, User Satisfaction, and User Engagement," International Journal of Information System Modeling and Design (IJISMD), IGI Global, vol. 13(1), pages 1-16, January.

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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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