CLIENT RELATIONSHIP MANAGEMENT AND OPERATIONAL PERFORMANCE OF PROFESSIONAL SERVICE FIRMS IN BUILDING INDUSTRY IN ABUJA, NIGERIA

Abstract

This thesis is aimed at assessing the relationship between client relationship management and operational performance of professional service firms in Abuja. A total sample population of 157 comprising four key professional service firm- architectural firms, mechanical and electrical engineering firms, structural engineering firms and quantity surveying firms was used for the study. Questionnaires administered were used for data collection using stratified sampling techniques and a response rate of 92.2% was acheived. The result obtained explains that all the dimensions involved in CRM practices have significant relationship with each other at 0.01 level as they either increased or decreased together; showing a positive relationship. In addition, the relationship between knowledge management and technology based CRM was also moderately related while others were weakly related due to their correlation coefficient. Furthermore, the study revealed that positive and/or negative factors could affect CRM in the building industry. However, this study indicated that knowledge management, technology-based CRM, CRM organization and clients’ orientation weakly predicts operational performance with respect to clients’ relationship management of professional service firm in building industry. Therefore, CRM has become one of the most important commercial priority for most organization seeking not only to attract clients but also to retain them. Professional service firm in construction industry in Abuja need to put more effort at improving knowledge management and organization and technology-based CRM dimensions of client relationship management.