The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
<p>Continuous enhancement of organizational performances is indispensable, especially</p><p>in a challenging economic period and location like Dubai. Substantial studies have</p><p>been conducted to unravel and explain the drivers...
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| Format: | thesis |
| Language: | eng |
| Published: |
2022
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=9567 |
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| Summary: | <p>Continuous enhancement of organizational performances is indispensable, especially</p><p>in a challenging economic period and location like Dubai. Substantial studies have</p><p>been conducted to unravel and explain the drivers of enhanced performance. The</p><p>research contributes insights and empirical evidence considering the 2030 Dubai</p><p>industrial strategy. Nowadays, organizations face issues in designing and applying</p><p>customer success due to lack of knowledge, and this could adversely affect business</p><p>profitability. Therefore, this study investigated the relationship of customer success</p><p>management including integration of customer success management technologies,</p><p>personnel capabilities, organizational readiness and customer orientation on</p><p>organizational performances among selected international computer technology</p><p>companies in Dubai. Using cross-sectional research approach, the data were collected</p><p>from a sample of 147 employees from selected Dubai international computer</p><p>technology companies. The Partial Least Squares Method (PLS) algorithm and the</p><p>bootstrapping technique were used to test the hypotheses of the study. The results</p><p>supported six out of the eight hypotheses. The overall findings revealed that integration</p><p>of customer success technologies, organizational readiness and customer orientation</p><p>have positive effects on performances, indicating that customer success is the key and</p><p>essential to enhance the organizational performances of international computer</p><p>technology companies in Dubai. Furthermore, to earn greater financial and nonfinancial</p><p>performance level, international computer technologies companies should</p><p>put more focus on fulfilling their customers goals. Thus, this study has offered some</p><p>noteworthy contributions to the body of knowledge and some significant implications</p><p>for policymakers that could help achieving the 2030 Dubai Industrial Strategy that</p><p>aims to transform Dubai into a global platform for innovation and a destination for</p><p>international companies.</p><p></p> |
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