ادارة علاقات الزبون توجه تنظيمي جديد بحث ميداني في بعض المصارف الحكومية

Abstract

The research deals with the important and modern subject is :customer relation management (C R M ) , which has four demontions " The goals of C R M , the specisation, the effectiveness and the kind of the services . The research aimed to studying the term C R M in the five branches of Rafidain bank in Baghdad the sample was (100) persons , half of them was employees in these branches , the another half was from the customers of these branches .-The research divided to four parties -the firist for the theortical review for research variables -the second to the research methodology -the third to analysis and discuss the enperical resuctes .-the last to the conciusions and recommerdations.