n African Journal of Business and Economic Research - Impacts of key dimensions of customer value on customer relationship Management (CRM) performance : evidence from Nigeria's Telecommunication industry

Volume 2, Issue 1
  • ISSN : 1750-4554
  • E-ISSN: 1750-4562


This paper examines the key dimensions of customer value and their impacts on relationship management performance from the perspective of Nigerian Telecommunications industry. It identifies key dimensions of customer value and discusses evaluation of customer relationship management performance in terms of customer behaviour and customer equity. It then uses partial least square method to test the hypotheses developed within the Nigerian Telecommunication industry. The results showed that customer satisfaction and functional value have a direct and significant positive impact on behaviour-based CRM performance.

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