Customers generally are regarded as king in every business and they should be treated as such. In doing so, an organization is expected to get close to them and treat them well. The study was carried out to determine the effects of customer relationship management on product innovation in Nigeria, with emphasis on Xerox H. S Nigeria Limited. The research design adopted was survey research. The population of the study consisted of 83 staff drawn from Lagos and Abuja Offices of the Company. Primary data were sourced through self-administered questionnaires, and the formulated hypotheses tested using Pearson Correlation (r) and multiple regression. The findings revealed that customer information management has significant effect on product innovation, and that there is a significant effect of customer value management on product innovation. Also, multi channel management have significant effect on product innovation. The study recommended among others that organizations make customer relationship management a priority so as to have adequate product innovation, also when designing and implementing a multi channel strategy, objectives and goals of internal and external parties affected by the multi channel approach should be considered.
| Published in | American Journal of Theoretical and Applied Business (Volume 5, Issue 4) |
| DOI | 10.11648/j.ajtab.20190504.15 |
| Page(s) | 113-126 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2019. Published by Science Publishing Group |
Customer Relationship Management, Product Innovation, Customer Information Management, Customer Segment Value Management, Multi-Channel Management
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APA Style
Michael Oyenuga, Ruth Angbazo Andah, Marcus Garvey Orji, Alice Ukeh Agabi. (2019). Effects of Customer Relationship Management on Product Innovation in Nigeria. A Case Study of Xerox HS Nigeria Limited. American Journal of Theoretical and Applied Business, 5(4), 113-126. https://doi.org/10.11648/j.ajtab.20190504.15
ACS Style
Michael Oyenuga; Ruth Angbazo Andah; Marcus Garvey Orji; Alice Ukeh Agabi. Effects of Customer Relationship Management on Product Innovation in Nigeria. A Case Study of Xerox HS Nigeria Limited. Am. J. Theor. Appl. Bus. 2019, 5(4), 113-126. doi: 10.11648/j.ajtab.20190504.15
AMA Style
Michael Oyenuga, Ruth Angbazo Andah, Marcus Garvey Orji, Alice Ukeh Agabi. Effects of Customer Relationship Management on Product Innovation in Nigeria. A Case Study of Xerox HS Nigeria Limited. Am J Theor Appl Bus. 2019;5(4):113-126. doi: 10.11648/j.ajtab.20190504.15
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Download@article{10.11648/j.ajtab.20190504.15,
author = {Michael Oyenuga and Ruth Angbazo Andah and Marcus Garvey Orji and Alice Ukeh Agabi},
title = {Effects of Customer Relationship Management on Product Innovation in Nigeria. A Case Study of Xerox HS Nigeria Limited},
journal = {American Journal of Theoretical and Applied Business},
volume = {5},
number = {4},
pages = {113-126},
doi = {10.11648/j.ajtab.20190504.15},
url = {https://doi.org/10.11648/j.ajtab.20190504.15},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajtab.20190504.15},
abstract = {Customers generally are regarded as king in every business and they should be treated as such. In doing so, an organization is expected to get close to them and treat them well. The study was carried out to determine the effects of customer relationship management on product innovation in Nigeria, with emphasis on Xerox H. S Nigeria Limited. The research design adopted was survey research. The population of the study consisted of 83 staff drawn from Lagos and Abuja Offices of the Company. Primary data were sourced through self-administered questionnaires, and the formulated hypotheses tested using Pearson Correlation (r) and multiple regression. The findings revealed that customer information management has significant effect on product innovation, and that there is a significant effect of customer value management on product innovation. Also, multi channel management have significant effect on product innovation. The study recommended among others that organizations make customer relationship management a priority so as to have adequate product innovation, also when designing and implementing a multi channel strategy, objectives and goals of internal and external parties affected by the multi channel approach should be considered.},
year = {2019}
}
TY - JOUR T1 - Effects of Customer Relationship Management on Product Innovation in Nigeria. A Case Study of Xerox HS Nigeria Limited AU - Michael Oyenuga AU - Ruth Angbazo Andah AU - Marcus Garvey Orji AU - Alice Ukeh Agabi Y1 - 2019/11/26 PY - 2019 N1 - https://doi.org/10.11648/j.ajtab.20190504.15 DO - 10.11648/j.ajtab.20190504.15 T2 - American Journal of Theoretical and Applied Business JF - American Journal of Theoretical and Applied Business JO - American Journal of Theoretical and Applied Business SP - 113 EP - 126 PB - Science Publishing Group SN - 2469-7842 UR - https://doi.org/10.11648/j.ajtab.20190504.15 AB - Customers generally are regarded as king in every business and they should be treated as such. In doing so, an organization is expected to get close to them and treat them well. The study was carried out to determine the effects of customer relationship management on product innovation in Nigeria, with emphasis on Xerox H. S Nigeria Limited. The research design adopted was survey research. The population of the study consisted of 83 staff drawn from Lagos and Abuja Offices of the Company. Primary data were sourced through self-administered questionnaires, and the formulated hypotheses tested using Pearson Correlation (r) and multiple regression. The findings revealed that customer information management has significant effect on product innovation, and that there is a significant effect of customer value management on product innovation. Also, multi channel management have significant effect on product innovation. The study recommended among others that organizations make customer relationship management a priority so as to have adequate product innovation, also when designing and implementing a multi channel strategy, objectives and goals of internal and external parties affected by the multi channel approach should be considered. VL - 5 IS - 4 ER -
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