Factors affecting customer relationship management practices of ETD Makmur (M) Sdn Bhd / Hannah Mohd Rayzal

• Main Author: Mohd Rayzal, Hannah
• Format: Student Project
• Language: English
• Published: 2017
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/90141/1/90141.pdf; https://ir.uitm.edu.my/id/eprint/90141/
• Institution: Universiti Teknologi Mara

The study aims to determine factors affecting the customer relationship management among employees. A research framework was proposed by following the study of (Piyawan Siriprasoetsin, Kulthida Tuamsuk, & Cholabhat Vongprasert, 2011). The researcher believe that knowledge and understanding among employees are vital to ensure a smooth customer management processes. Therefore, the working environment for the company must promote good organizational culture and communication. A survey of 30 respondents was conducted by using non-probability convenience sampling in ETD Makmur (M) Sdn Bhd's headquarters at Seri Kembangan, Selangor. By having a clear understanding of the factors affecting the customer relationship management among employees, the company especially the team leader that handled the customer relationship management activities can make better marketing strategies to make the program a success among the employees and customers thus contributing profits in the form of monetary and relationship for the company for the long run.