Investigating the effect of the social customer relationship management (CRM) on customers and financial performance:Evidence from Iraq

Ali B Abduljabar Al Mashahedi, Jing Zhang and Sinan Harjan
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Ali B Abduljabar Al Mashahedi: School of Management,Huazhong University of Sciences and Technology (HUST), Wuhan,China
Jing Zhang: School of Management,Huazhong University of Sciences and Technology (HUST), Wuhan,China
Sinan Harjan: Department of Banking and Financial science/ Cihan University-Erbil, Erbil, Iraq.

International Journal of Research in Business and Social Science (2147-4478), 2021, vol. 10, issue 1, 235-245

Abstract: This research aims to investigate the effect of the social customer relationship management (CRM) process on achieving superior levels of costumers and financial performance. The object of this research is the Iraqi firms at the Iraqi environment market, while the subject is more than 200 respondents. Six variables from the research data were gathered through an instrument model invalid form that structured to be measured through reliable questionnaires. Statistical Analysis of the research data used partial least squares structural equation modeling with the significance in accordance with the output of SPSS 22.0. The findings indicate that the social CRM technologies of the firms improve the innovation activities on Both (services and products). This has a positive effect on the ability to achieve high performance through building customer-linking capabilities by adopting innovations, resulting in higher levels of efficiency. In exchange, higher levels of consumer contribution lead to having positive levels of customer and financial performance. Key Words: Social CRM Technology, Customer linking Capability, Innovation, customer performance, financial Perfomamance

Date: 2021
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