علاقة الوظائف الداعمة لإدارة علاقة الزبون بتحقیق المیزة التنافسیة في قطاع الاتصالات دراسة حالة: موبیلیس للفترة الممتدة )جویلیة 2018إلى غایة سبتمبر (201

Abstract

Relationship Marketing is a new marketing paradigm, that based on customer focus,
operations and procedures to meet the needs efficiently and the least cost and effort, thereby
maximizing the profits of the organization and customer. We aim through this study mainly to
measure the relationship between customer relationship management, in developing the
competitive advantage through their supported functions. By building a model that shows the
relationship between the variables studied (Customer relationship management and competitive
advantage) with its dimensions. This study has been conducted on a sample of 22 agency of the
telecom operator of ‘Mobilis’, relying on survey method to collect and analyze information by set
of statistical indicators, with using of statistical program SPSS V20 .through using T test to
validate hypotheses. The main results of this study show the existence of indicators that proofs
the relationship between customer relationship management adoptions by ‘Mobilis’and its
contribution on achieve the competitive advantage