The Influence of Applying Mobile Customer Relationship Management (M-CRM) in the Service Sector on Employee’s Performance in Egypt

Organizations of all kinds are striving to operate and function in the most effective and efficient way. Today's rapidly changing environment has created many challenges for organizations to achieve their objectives efficiently and effectively. Competitiveness, customer satisfaction, and customer retention are some of the many approaches academics and practitioners have investigated. Recently (Mobile-CRM) has received wide interest from many researchers. This paper investigates the effect of mobile CRM on employees' performance in Egypt; used a quantitative explanatory research design to test empirically the effect of mobile CRM in a call-center and banking sector in the Egyptian market. A survey questionnaire was distributed to employees from 25 companies implementing mobile CRM in their operations. The results suggest that the variables had a positive effect on employee's performance.