SDS alumni Dr.Wouroud Elfarmawi publishes

SDS alumni Dr.Wouroud Elfarmawi publishes

March 29, 2019

SDS alumni Dr.Wouroud Elfarmawi developed and published an article based on her dissertation and developed during the Spring, 2019 Dissertation to Publication workshop. Details are included below.  Dr. Elfarmawi and Dr. Elizabeth Johnston, the D2P reviewer, are both very pleased. 

Elfarmawi, W., (2019) Correlation between customer relationship management system usage, product innovation, and customer satisfaction. Foundations of Management: The Journal of Warsaw University of Technology (11)1pp23-32. https://content.sciendo.com/view/journals/fman/11/1/article-p23.xml

Abstract

This quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.

 

 

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