Pages: 49-57

Abstract

This study aimed to investigate the relationship between organizational performance and customer relationship management (CRM) and the impact of organizational performance on that. The study population consisted of all the employees of Ceramic and Tile Company of Meybod in Yazd province, that have two conditions: a) employees who have more than 1 year of working experience, and b) employees who are not among the service staff such as maid, driver, etc. With regard to the provisions expressed, the sample size was estimated as 81 people that due to its limitation, the opinions of all of them will be obtained in order to collect information for the research. So, the population ideas are examined as all-considered. Organizational performance questionnaire (Fazel, 2012) and customer relationship management questionnaire (Tolooee, 2010) have been used in order to collect the data. Validity of these questionnaires was formally approved by professors and experts and the total reliability of the questionnaires is equivalent to 91.6%. SPSS and Lisrel software, and Pearson correlation coefficient test, multivariate and linear regression and factor analysis have been used in order to analyze the data. The results of the study showed that there is a significant relationship between the variable of organizational performance of the company and customer relationship management, and on the