A Review of Electronic Customer Relationship Management Process and Its Impact on the Growth and Profitability of the Organization (A Case Study in Kermanshah State and Private Banks)

This study investigated the electronic customer relationship management process and its impact on growth and profitability in the private and public banks in Kermanshah (1392 ) deals with the study of information gathering, research was a descriptive survey was for collecting information to test hypotheses and measure customer feedback, the questionnaire was used to collect the field data. statistical population of all individuals who have a bank account, such as the short term , long -term and the statistical analysis using SPSS and AMOS software, descriptive statistics and inferential statistics were used in both. To investigate the relationship between the independent and dependent variables and the hypothesis using SPSS software testing and relevant metrics are used. The variation in customer relationship management and electronic banking centers of growth and profitability in the private and public banks , there was a significant positive relationship . All cases were confirmed.