Abstract—The telecommunication sector in Saudi Arabia is
continuously seeking to build close relationships with its
customers. It knows that its loyal customers are the source of
most of its profit. With recent advances in technology, most
telecommunication companies have customer relationship
management (CRM) systems. However, implementing CRM
systems has a low success rate. The implementation of a CRM
system is a complex process, full of problems that must be
managed properly to achieve the desired result. Otherwise, it
could lead to a waste of time, effort and money as well as to an
insufficient system. To eliminate these issues, this study aims to
investigate the relationships among knowledge management,
technology and CRM vision for successful CRM systems in the
telecommunication sector in Saudi Arabia. The sample of this
study included employees and managers employed in the Saudi
telecommunication sector. SPSS and confirmatory factor
analysis (CFA) were used. Out of 160 questionnaires, 143 were
returned by the end of April 2016. Each variable was measured
using reliable developed scales: successful CRM systems (three
items), knowledge management (seven items), technology (four
items) and CRM vision (three items). Data were input into SPSS
and analysed using CFA. The results indicated that the
hypotheses (H1, H2 and H3) of this study were acceptable and
supported.
Index Terms—Knowledge management, technology,
successful CRM systems, CRM vision, telecommunication.
Sara A. Al-Rashed is with the Department of Information System with
AL-Imam Muhammad bn Saud Islamic University, Riyadh, Saudi Arabia
(e-mail: sara@ccis.imamu.edu.sa).
Cite: Sara A. Al-Rashed, "Exploring the Success Factors of Customer Relationship Management (CRM) Systems in the Telecommunication Sector in Saudi Arabia," International Journal of Information and Education Technology vol. 8, no. 1, pp. 63-67, 2018.