The impact of knowledge processes and customer relationship management (CRM) on services quality along supply chain

This study summarizes a sample of the managers of the Iraqi cellular communications company with 84 employees. The company is a service organization responsible for providing integrated telecommunications services. As a management system that uses human, technical, material and financial resources, its size and value increase in line with technical progress. The demand for telecommunication services is increasing for several factors, the most important being the only means available to the majority and to the increase in population.
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The impact of knowledge processes and customer relationship management (CRM) on services quality along supply chain 416Int. J Sup. Chain. Mgt Vol. 8, No. 1, February 2019 The Impact of Knowledge Processes and Customer Relationship Management (CRM) on Services Quality along Supply Chain Bilal .J. Al-Qaysi1, Hafsa Atallah Hussein2 1,2 Al- Rasheed University College, Baghdad, Iraq, Middle Technical Unversity, Institute of Medical, Technology/Almansour 1dr.bilal_alkaisy@yahoo.com 2hafsaataallah@gmail.com Abstract- This study summarizes a sample of the 1. Introductionmanagers of the Iraqi cellular communications Since the 1980s, under the third millennium shade,company with 84 employees. The company is a business organizations have not only endeavor forservice organization responsible for providing profit, maximize profit, and value only, by reducingintegrated telecommunications services. As a costs and increasing benefits and excellence but, themanagement system that uses human, technical, concept of relationship marketing has become a keymaterial and financial resources, its size and value element of the overall strategy of the organization as theincrease in line with technical progress. The demand client is a partner in the organization and its assets notfor telecommunication services is increasing for only a buyer, and that the relationship is not an end inseveral factors, the most important being the only itself and customers are no longer easy targets to reach,means available to the majority and to the increase but a means to gain and increase customer loyalty,in population. The aim of this study is to develop and retention, and profitability resulting from that importanttest a empirical model to link knowledge relationship, where customer interest and work began tomanagement processes and customer relationship know and understand his needs and desires, and providemanagement to the quality of services along supply value to him to achieve his satisfaction as a partner inchain. The problem of the study was formed through the process of value creation and became a voicemany mental and practical inquiries represented in resonance in the corridors of the organization bythe negotiation of the customers knowledge and working to meet his needs and desires. Todays economybehavior, the importance of the horizon of customer is based on business information. Information has manyrelationship management, the level of its importance advantages in diagnosing and connecting networks atand its impact on the quality of services, the concept high speed to a precise marketing designed to buildof quality of service, the level of its importance, the strong customer relationships. Customer relationshiptypes of knowledge processes and their importance management (suppliers, competitors, shareholders,in the studied companies and their impact on Quality groups and internal staff) (Learning, editing, retrieval,of services along supply chain. These questions were storage) and creation of knowledge (experiences,investigated later. The new study aimed at training, seminars, conferences and collective act).determining the relationship between the changes in Customer relationship management helps to enable thethe study in the company that was examined and the company to provide real service through the effectiveability to apply it in all its parts and its ability to use of individual account information, classification ofdevelop and use it to serve the customers in the marketing offers, services, programs and advertisingexamined organization. The study used the survey as means. The information needs to be built, maintained,a tool to collect the information that was diverted to and owned to the client from all channels and customerbe transferred because of statistical tools that were points of contact. Good impact on customers isexamined for results. The results and important to reduce the cost of customer service for therecommendations highlighted the reality and facts of net value of the future profits of successful purchasesthe variables that the study addressed from the and continuous interaction and better knowledge of theirmental point of view and applied in the companys needs by formulating offers to communicate in differentexams. ways and personal and website and work to increase the value of the customer base; and to improve customerKeywords: Quality of service, supply chain, cognitive lifecycle (partners) and improve the potential growth ofprocesses, Customer Relationship Management ...