The effect of customer relationship management (CRM) applications on customer's performance (a business example)

In today?s competitive business environment customers are the most important capital. Such being the case all business processes like producing a product or a service should be oriented on customer?s expectationsCustomer relation consept is a result of today?s marketing approach. New customer profile in a globalization world has pushed businesses to reform seriously and review their strategies. During this change, most important basic marketing strategy is customer care touch which is for businesses to stay stable.The aim of this study is to show the effect of customer relation management on companies performance. In order to be succeed with this strategy beging from the top management of the company each individual employee should adopt his or her self to this strategy. Basic principle of CRM is giving the best service to customers according to their needs and expectations with the help of data mining and technological infrastructureThis thesis procect analysis the effect of CRM applications on performance of an automotive company located in Izmır. This research has been made considering surveys that has been made with 70 employee in this company .Result of the surveys has been evaluated with frequency,reliability pearson, spearman and pearson chi-square test analysis