A qualitative research on customer relationship management in independent auditing firms

Globalising world, have increased the importance of confidence to accuracy about financial data of growing economic structures, institutions and businesses. This conjuncture has given rise independent auditing firms and the services they supply to have taken a part rapidly in the globalizing world. Independent auditing firms just as the other service businesses, face issues in the process of communication with customers. Customer relationship management has a prominent importance for independent auditing firms to fulfill their legal and moral tasks on auditing. This study aims to reveal the efficiency of management of customer relationship at independent auditing firms. After examining the focal points theoretically in this framework, a qualitative research that was made with the independent auditors who work for independent auditing firms will be included. It is thought that the study will contribute to the literature by addressing the different dimensions of customer relationship management in independent audit institutions. As a result of the research, it was determined that there is an awareness of customer relationship management in independent audit organizations, but the audited customer companies do not have an independent audit understanding, and this situation negatively affects customer relations. Finally, the recommendations have been developed based on findings and evaluations for independent audit organizations and customer companies. Except independent audit institutions of professional competence in customer relationship management, communication and service delivery skills; descriptive and informative for the independent control of the firms customer training, seminars, conferences programs such as is thought to be beneficial.