The effect of internal customer relations management on entrepreneurship

In today's competitive environment, enterprises need to extend their intrapreneurship activities to the entire enterprise to reveal their employees' knowledge, experience and capabilities in order to sustain their assets. Internal customer relations management, which focuses on the relations among the employees and the coordination among the units, is important for the enterprises in terms of affecting the culture of the enterprise with a holistic approach. The main purpose of this research is to examine what extent the effect of internal customer relations management on intrapreneurship. For this purpose, the survey was carried out on 192 people consisting of managers and employees of the Kastamonu Integrated Factory in Kastamonu province. Factor analyzes were applied to the data and then analyzed by correlation and regression analysis. As a result of the analyzes, it was concluded that the internal customer relationship management sub-dimensions affected intrapreneurship. In this context, it is seen that internal customer orientation and technological competence dimensions of internal customer relationship management have a positive effect on the innovation of intrapreneurship. In addition, leadership and internal customer satisfaction from internal customer relationship management dimensions have shown a positive effect on the size of the new business venture. Similarly, it has been determined that leadership and technological competence from internal customer relationship management dimensions have a significant and positive effect on organizational renewal. However, it has been found that the leadership, communication and technological competence in internal customer relationship management dimensions have a significant and positive effect on the proactivity dimension of intrapreneurship. These results are important in terms of revealing the necessity of the company to give importance to internal customer relations.