The relationship between organization structure and CRM

This study attempts to examine the relationship between dimension of organizational structure with customer relationship management in Ansar Bank of West Azerbaijan, on this basis, dimensions of organization structure include complexity, formalization, and centralization and dimension of customer relationship management include interactive management, customer tracking, understanding customer expectations empowerments, customer relations and customizations. This research includes one main hypothesis and three sub-hypothesis and it is applicable in relation of description and method, it is Descriptive survey. To collect of data in 2012, a questionnaire includes two parts of questions as close and Likert mode was used. Also Cronbach`s alpha was used to determine the reliability of questionnaire, that after distribution of this questionnaire between bank employees, the reliability of 0.887 were calculated. The Study sample include all staff of Ansar Bank in West Azerbaijan province is 200 persons that after evaluation of validity and reliability of questions, distributed in all over the province and achieved data were purified, classified and analyzed by methods of parametric and Spearman correlation analysis. The analysis of all descriptive and inferential statistics done with SPSS software that according to data analysis and study foundations, except main hypothesis, all sub-hypothesis accepted. The results indicate that there is a relationship between dimensions of organizational structure and customer relationship management and except complexity, formalization, and centralization, other dimensions were exist in organizational structure that could have a significant impact on the relationship of it by customer relationship management.