DOI: 10.36347/sjebm.2019.v06i05.003

Pages: 293–301

The aim of this study is to figure out the impact of CRM in telecom industry. A case study of Nawroz Telecom Company in Erbil was done based on combination of literature review and questionnaire survey. This paper explores that how Nawroz Telecom Company to succeed the increase of market performance by CRM of the company through the strategy taken for the undertaking. For this research, the quantitative method was used by distributing 60 questionnaires that filled fully by the employees who work for Nawroz Telecom Company. The results show that according to the answers of the respondents CRM has positive effects to build a good relationship with their customers and to raise the service quality, it also has positive effects on the business performance by understanding their customers as well as it has an effect on the business improvement by taking care of the data and the ideas. The information which is provided by the customers to design or provide a good service which lead to better business improvement