The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan

Nader Mohammad Aljawarneh

38 citations0/0 files storedInternational Journal of Business and Management

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ERP Systems Implementation and Impact Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

The study aim is identifying the role of ERP systems in improving CRM at Safeway Company of Jordan. Employees (No. 210) at Safeway-Jordan were recruited in the study. The researcher adopted a diagnostic descriptive approach, and constructed two tests to measure; the ERP systems and CRM in Safeway-Jordan. The correlation between ERP systems and CRM at Safeway from employee’s perspective was statistically significant. Considering the aforementioned findings, the study recommended that Safeway and other enterprises to use ERP systems and to implement them in prompting CRM for their effective role in improving CRM; it also recommends carefulness inhiring vendors and sales representatives.

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References

2003Supply Chain Management: Strategy, Planning, and Operation 2003Management information systems: managing the digital firm 2004Managing Customer Relationships: A Strategic Framework 2012Management Information Systems, Managing The Digital Firm, 12th Ed.2011Value of Information Integration to Supply Chain Management: Roles of Internal and External Contingencies 2012Concepts in Enterprise Resource Planning 2015How Do Enterprise Resource Planning Systems Affect Firm Risk? Post-Implementation Impact1 2007Principles of Customer Relationship Management

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