A study on the role of relational information processes and technology usage in customer relationship management(CRM) in the State Tax Organization (Case study: Tehran office of VAT)

Abstract

This study deals with the role of relational information processes and technology usage in customer relationship management CRM in The State Tax Organization. It is based on the applied design and for the nature of the data collection, it is descriptive. The population of this study consists of experts in General Dept. of VAT in Tehran. Random sampling was used for selecting the data after considering Morgan – Kerjesi table. For data analysis, the structural equation model and path analysis was used in particular.The results showed that customer orientation is associated with the use of technology of CRM and customer management system based on relational data processing, environment technology of environment, and using the customer contact technologies. CRM has a significant positive impact on customer relationship performance. Also, there is no meaningful effects by the orientation of customer relationship on relational data processing, and Customer Management System CRM on the usage, CRM technology, the environment dynamics, the information processing relational and relational data processing, and the performance of customer relationships.