إدارة علاقات الزبون وأثرها في الأداء المالي دراسة تحليلية في عينة من المصارف الحكومية العراقية

Abstract

     This study seeks to show the impact of customer relationship management in the bank's financial performance. The study has conducted on governmental banks' sector in Iraq. The problem of the study appears in finding the answers to the next questions: Do the Iraqi governmental banks need to realize the importance of customer relationship management in promoting the financial banking performance? The main purpose of the study was knowing the impact of customer relationship management in the financial performance in the bank. To achieve this goal, the opinions of the study sample was analysis which represented on sample of the customers, directors and heads of departments and degree holders on Al-Rafiddain and Al-Rasheid in both agricultural and industrial branch in Iraq, by 30 person, 15 officer and  15 customers  to every bank. The total sample 120 persons in addition to use the quantitative aspect through measure the money and the profit rate and the capital adequacy.