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Type :thesis
Subject :HD Industries. Land use. Labor
Main Author :Radwan, Basel Qasem Saleh
Title :The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2022
Corporate Name :Universiti Pendidikan Sultan Idris
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Abstract : Universiti Pendidikan Sultan Idris
Continuous enhancement of organizational performances is indispensable, especially in a challenging economic period and location like Dubai. Substantial studies have been conducted to unravel and explain the drivers of enhanced performance. The research contributes insights and empirical evidence considering the 2030 Dubai industrial strategy. Nowadays, organizations face issues in designing and applying customer success due to lack of knowledge, and this could adversely affect business profitability. Therefore, this study investigated the relationship of customer success management including integration of customer success management technologies, personnel capabilities, organizational readiness and customer orientation on organizational performances among selected international computer technology companies in Dubai. Using cross-sectional research approach, the data were collected from a sample of 147 employees from selected Dubai international computer technology companies. The Partial Least Squares Method (PLS) algorithm and the bootstrapping technique were used to test the hypotheses of the study. The results supported six out of the eight hypotheses. The overall findings revealed that integration of customer success technologies, organizational readiness and customer orientation have positive effects on performances, indicating that customer success is the key and essential to enhance the organizational performances of international computer technology companies in Dubai. Furthermore, to earn greater financial and nonfinancial performance level, international computer technologies companies should put more focus on fulfilling their customers’ goals. Thus, this study has offered some noteworthy contributions to the body of knowledge and some significant implications for policymakers that could help achieving the 2030 Dubai Industrial Strategy that aims to transform Dubai into a global platform for innovation and a destination for international companies.  

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