Black Box of 3 C s (Customer, Company & Competitor) In Modern World

Today, organizational success and performance depends on identifying, attracting, acquiring and maintaining customers in the highly intensive competition environment. The current research examine the problem of enhancing the organizational performance through customer relationship management capabilities (Customer interaction management Capability and Customer relationship upgrading Capability) in the presence of competition. Population of this research is mobile telecom sector in Pakistan. The random sampling design, sample size is 300 employees from different telecom organizations. They were administered the adopted questionnaire including, Customer relationship management capability (Customer Interaction management capability and customer relationship upgrading capability), organizational performance and competition intensity. Pearson Correlation, Regression, Moderated regression analyses tests were used for further analyses. The current study will enable companies to make a long term and strong relationship with their customers. This research would enable organizations to understand and use their capabilities better than was possible ever before.

Autorentext

Ayesha Shahid was born in Islamabad Pakistan. He is working as Lecturer in Department of Business Administration in Federal Urdu University of Arts Science and Technology Islamabad; she is successfully completed M. Phil degree in Management Sciences from Comsats University Islamabad.