Abstract

The aim of this study was to analyze the impact of knowledge management on success of customer relationship
management: mediating impacts of organizational factors (staffs, leadership, organizational structure) in capital
bank by descriptive-correlation method. Accordingly, to measure knowledge management, the Fang and Choai
(2009) questionnaire was applied, to evaluate organizational variables (staffs, leadership, organizational
structure), Greve & Albers (2006) questionnaire was used and to assess technology of customer relationship
management, Chang et al (2006) questionnaire was employed and regarding success of customer relationship
management, Bang (2005) and Chen and Chung (2004) questionnaires were used. The population of this study
included all staffs of capital bank in Tehran city that were 642 staffs which based on Cochran formula, 240 staffs
were selected by cluster sampling. To analyze data, Pearson correlation test and structural equation model were
employed by using SPSS and AMOS software. The obtained results of this study indicated that the knowledge
management affected significantly on organizational factors (staffs, leadership, organizational structure).
Furthermore, the technology of interaction management affected significantly on success of customer
relationship management and also technology of customer relationship management influenced significantly on
organizational factors (staffs, leadership, organizational structure). Organizational factors (staffs, leadership,
organizational structure) affected significantly on success of customer relationship management. The findings of
this study showed that the knowledge management did not affect significantly on success of customer
relationship management. Technology of customer relationship management by mediating variable of
organizational factors did not affect significantly on success of customer relationship management.

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