Impact of CRM Systems on employee efficiency and performance
: Impact of CRM Systems on employee efficiency and performance

Student thesis: Master's Thesis


The title of the research is Impact of Customer Relationship Management (CRM) Systems on employee efficiency and performance . The aim was to understand the impact of CRM systems on employee efficiency and performance. Secondary data collection method had been chosen for conducting study. Through literature search 11 articles have been identified which were then reviewed according to the identified themes to generate tentative conclusions relating to the research objectives. Data was analyzed thematically which is a qualitative analytical procedure associated with narrative literature review to accomplish the research aims. Out of the 11 articles 3 articles informed regarding the CRM systems in large corporations, 2 articles informed the relationship between CRM and employee performance, 4 articles informed the influence of CRM systems on employee performance and 2 articles informed the strategic recommendation of improvement in the current systems for fostering better employee performance. CRM systems can positively influence employee performance by increasing their productivity and ensuring ease of data fetching and making them well informed about the various resources at their disposal to serve the customer (Yapanto et al., 2021). Electronic CRM and Mobile CRM technologies are emerging as the best choice of CRM systems for large corporations that can ensure high employee efficiency and productivity (Rodriguez and Boyer, 2020; Abu Amuna et al., 2017).
Date of Award2023
Original languageEnglish

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