Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/3269
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dc.contributor.advisorRawjee, Veena P.-
dc.contributor.advisorBalkaran, Rishidaw-
dc.contributor.authorChiguvi, Douglasen_US
dc.date.accessioned2019-08-06T12:48:31Z-
dc.date.available2019-08-06T12:48:31Z-
dc.date.issued2018-
dc.identifier.other712158-
dc.identifier.urihttp://hdl.handle.net/10321/3269-
dc.descriptionSubmitted in fulfillment of the requirement for PhD: Management Sciences, Durban University of Technology, Durban, South Africa, 2018.en_US
dc.description.abstractThe aim of the study is to identify critical success factors in customer relationship management strategy success in the local government authorities in Zimbabwe. A thorough abridgment of the literature was conducted, mainly to understand the nature and structure of local government authorities in Zimbabwe as well as to identify critical success factors in CRM strategy success. The study outlined the nature and structure of local government authorities in Zimbabwe. The elements and concepts of customer relationship management (CRM) were reviewed. The frames of references for critical success factors were presented. Besides, factors of evaluating CRM strategy success were also analysed. The conceptual model framework was customized for local government authorities in Zimbabwe. A Meta-analysis methodology was employed and explanatory research approach was adopted by means of a survey strategy. 197 questionnaires have been collected from twenty one local government authorities in Zimbabwe. The findings of the study revealed that all of the ten critical success factors are significant and positively linked to CRM strategy success. Furthermore, the statistical tests show that success and failure of CRM strategy success are highly dependent on four major critical success factors including Implementation Approach, Change Management, Metrics and Implementation Strategy. However, process design and Buy- in Approach and Adoption have low significance impact in CRM strategy success in local government authorities in Zimbabwe. The results of the data analysis led to the creation of a framework which outlines the critical success factors in CRM strategy success in local government authorities in Zimbabwe and the CRM implementation Index which need to be followed before implementing the CRM strategy. This study has clearly indicated that customer relationship management forms a powerful strategy that local government authorities should apply to manage long-term relationships with their key stakeholders.en_US
dc.format.extent247 pen_US
dc.language.isoenen_US
dc.subjectCritical Success Factorsen_US
dc.subjectCustomer Relationship Managementen_US
dc.subjectLocal Government Authoritiesen_US
dc.subject.lcshRelationship marketing--Zimbabween_US
dc.subject.lcshLocal government--Zimbabwe--Marketingen_US
dc.subject.lcshCustomer relations--Managementen_US
dc.subject.lcshCustomer services--Evaluationen_US
dc.subject.lcshLocal government--Customer services--Zimbabwe--Evaluationen_US
dc.titleCritical success factors in customer relationship management strategy in the Local Government authorities in Zimbabween_US
dc.typeThesisen_US
dc.description.levelDen_US
dc.identifier.doihttps://doi.org/10.51415/10321/3269-
item.openairetypeThesis-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.cerifentitytypePublications-
item.grantfulltextrestricted-
item.languageiso639-1en-
item.fulltextWith Fulltext-
Appears in Collections:Theses and dissertations (Management Sciences)
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