The role of customer relationship management system in achieving competitive advantage - Applied research in the Ministry of Industry and Trade

Abstract

      This study aimed at recognizing the level of implementation of customer relationship management system and competitive advantage in general company for electrical and electronic industries in Baghdad and also at uncovering the nature of the relationship between learning organizational and organizational excellence and the attempt to reach recommendations In order to improve the level of performance of this company in a way that contributes to achieving the desired goals of this company, which aims to serve the country and the citizen.

The study results showed the weakness of the technological means in the company that help workers in diagnosing and acquiring knowledge, there is a lack of use of technologies and the internet to obtain advanced knowledge and the lake of financial allocation to support the company's projects, it also showed the existence of a significant and positive correlation and impact between the customer relationship management system and competitive advantage.

The study recommended the company question to develop technological means that help workers in diagnosing and acquiring knowledge and using technologies and the internet to obtain advanced knowledge, and holding training courses for the company's employees on an ongoing basis by experienced experts internally and externally on the application of knowledge and adding sufficient financial allocation to support the company's projects and opening many channels to communicate with the beneficiaries of the company to know t heir level of satisfaction with the services provided.