Effect of Investment in Customer Relationship Management on the Performance of Mortgage Banks in Nigeria

Abstract

Mortgage banks, due to the critical services they render by facilitating the provision of shelter, which is one of the basic needs of man, can benefit from focusing and concentrating on Customer Relationship Management as regards competitive advantage and corporate performance. However, the dynamic and competitive business environment in Nigerian mortgage banking sector has continued to experience stiffer competition in recent time. This study examined the effect of investment in customer relationship management on the performance of mortgage banks in Nigeria. It adopted ex-post facto research design and utilized panel data regression technique for data analysis. Secondary data was sourced from various published financial statements of the banks. The research study showed a positive impact of investment in customer relationship management (ICRM) on performance (profit after tax) of the mortgage banking sector in Nigeria. This is evidenced by the coefficient value of 9.9376; and the p-value of 0.0005 which is lower than the threshold significance value of 0.05. The study therefore concludes that corporate organizations in the mortgage banking sector in developing nations of the world such as Nigeria must adopt a balanced CRM strategy to achieve a desired level of growth in their performance across all regions and geographical locations.