أثر فاعلية القوى البيعية على سلوك الزبائن من خالل إدارة علاقات الزبائن في قطاع تكنولوجيا المعلومات The Effect of Sales Force Effectiveness on Customer Behavior through Customer Relationship Management in Information Technology Sector

طمليه, أحمد وليد (2019) أثر فاعلية القوى البيعية على سلوك الزبائن من خالل إدارة علاقات الزبائن في قطاع تكنولوجيا المعلومات The Effect of Sales Force Effectiveness on Customer Behavior through Customer Relationship Management in Information Technology Sector. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The aim of this study is to identify the effect of Sales Force Effectiveness on Customer behavior through Customer Relationship Management in Information Technology Sector in Amman – Jordan , In this study, (253) respondents from Sales represent in information technology companies covered by the study. The researcher relied on the questionnaire, which was designed for the study, to gather data. The researcher has followed the descriptive analytical method and has also used the descriptive analytical method and also used the SPSS V.20 program. The study results reveal that there is an impact of a statistically significant for Sales Force Effectiveness (Telesales, sales proposals, reports) on Customer behavior in Jordanian information Technology companies located in Amman and there is impact of a statistically significant for Sales Force Effectiveness on the Customer Relationship Management. In light of the findings of the study, the researcher presented a set of recommendations including: enhance the team of sales over the phone and work to train this team continuously and incentives to all team members for the direct and indirect impact on work to develop a relationship with your customers. Keywords: Sales Force Effectiveness, customer behavior, customer relationship management, information technology sector

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