Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company

Rogaye Rezaeegiglo, Ali Sadouni, Feraghi Aref, Pourjedi Khotbesara and Nazari Eslam

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 1, 539-547

Abstract: The aim of this study was to identify and rank the factors affecting the deployment of customer relationship management at Nestle Company. The research method in this study is a descriptive-survey. The population of this study is all staff of the Nestle Company which is 255 people and were selected randomly. The sample size for this study given that the population size is limited is obtained at the 0.95 Confidence level and accurate 0.01 using Cochran formula for 102 persons. Data collection tool in this study is a questionnaire that its validity by professors and its reliability by CRONBACH's alpha coefficient 0.804 were confirmed. Data analysis is performed using descriptive statistical methods, as well as Student t tests, Friedman test, independent t-test and ANOVA analysis is performed using SPSS software. The results showed that the components of the current culture of the organization and the organization's current strategies support the implementation of customer relationship management at Nestle.

Keywords: Management; Customer Relationship Management; Customer (search for similar items in EconPapers)
Date: 2014
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