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CRM Impact on Customer Loyalty in Oromia by Ahron Hernandez is a document available to read on EtoBox.

What is CRM Impact on Customer Loyalty in Oromia about?

Chikako and Hamu (2021) studied CRM implementation in Oromia Credit and Saving Share Company, finding significant correlations among dimensions like empathy and satisfaction. The research revealed a disparity between customer and employee perceptions, with customers expressing dissatisfaction and a need for service improvements, while employees felt the CRM practices were satisfactory. The findings indicate a critical need for enhancements in CRM to boost customer retention and loyalty.

Author

Ahron Hernandez

Language

EN