THE EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER RETENTION IN THE INSURANCE INDUSTRY IN NIGERIA: THE MEDIATING ROLE OF CUSTOMER SATISFACTION
ABSTRACT Today, there is a fierce competition in the insurance industry in Nigeria, and one of the key issues is the company‟s ability to practice effective Customer Relationship Management to achieve customer satisfaction in order to retain its existing customers and look for more. The subject of Customer Relationship Management, Customer Satisfaction and Customer Retention has become a global issue. The study sought to examine the effect of customer relationship ...
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