واقع تطبيق ادارة علاقات العملاء في بنك فلسطين في محافظة الخليل

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 60