إدارة علاقات الزبائن وأثره على الأداء في البنوك التجارية الجزائرية من وجهة نظر موظفي البنوك

Abstract

The aim of this study is to examine the issue of customer relationship management and its impact on the performance of Algerian commercial economic banks in general and banking institutions in particular, especially with the increasing banking operations and the multiplicity of banks. Aspects of the evaluation of the performance of commercial banks, which is reflected positively for all economic institutions and this to identify the reality of the Algerian banks and the models they use in the evaluation, and the importance of customer relations that focus on major customers, and the organization of relationship management Customer Relationship Management is based on technology in organizational performance as measured by balanced scorecard (financial indicators, clients, internal processes, learning and growth) in commercial banks. They have the greatest impact on organizational performance