The Relationship between CRM Strategies Stage on Competitive Advantage: An Analytical Perspective

  •  Wa'el Hadi    


Due to the fast growth of the Customer Relationship Management (CRM) strategies revolution, the organizations begin thinking of how to develop their process. In this way, CRM is a business strategy, which aims at attraction, acquiring, withholding and expanding the relationship with the customers. In this present business situation, the Jordanian telecommunication organizations have become highly competitive environment. For this reason, CRM strategies stage and competitive advantage is widely used in this competitive environment. The purpose of this paper is to suggest a model defines how the CRM strategies stage would achieve the competitive advantage. This paper adapts the quantitative research approach by using the survey strategy, which is conducted by a questionnaire collected from 170 people working in the operational position of Jordanian telecommunication organizations. The main emphasis was focused on the concept of CRM strategies stage (attraction, acquiring, withholding and expanding), and the competitive advantage.

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