Abstract:
The aim of this study to identify the reality of the application of the customer relations
management in the Bank of Palestine-branches and offices Palestine Bank in Hebron
governorate, where the study was conducted during the month of November of the
year 2015m, and be a study of the staff of the Bank of Palestine in the branches and
offices of the Hebron governorate who work in the department as well as the sections
of the Marketing and Customer Service The sample size (35) male and female
employees from the study. Where the study applied using the descriptive approach
analytical work, using identify consisted of two parts, the First Section general
statements, and section II questions described the reality of the application of the
customer relations management in the Bank of Palestine which consists of (66) a
paragraph distributed on three axs d · · al · SS
, an statistic treatment usmg the program SP' 9.
The results of the study showed that the li 3f
e rea 1ty o the application of the customer
relations management in the branches d fh 3f
an o ces o the Bank of Palestine in the
govemorate of Hebron was high which
was measured through the mechanisms for the
acquisition of new clients and to maintai
111. current customers under the highly
competitive environment where the atterti f h
n ion o t e Bank of p l .
a estine mechanisms for
the acquisition of new clients and to maintain
current customers hi 4,
·· Ugh, according to the
opinion of the staff of the Bartle of Palestine in th
e govemorate ofB b ehron, as well as
through the components of the customer relations m
anagement w},
ere the results
showed that the Bank of Palestine is aware of the importa
nee of the ll . collection of
information on clients to be used for the benefit of the custom
er and the found, :
both the distribution of creation of its clients or interviews and oth ation
er means, \]
· also the
concern of the specificity of the clients and information concerning the
m, also the
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