Faculty of Management, University of Tehran Journal of Information Technology Management 2008-5893 10 1 2018 03 01 The Impact of Business Intelligence (BI) Competence on Customer Relationship Management (CRM) Process: An Empirical Investigation of the Banking Industry بررسی تأثیر شایستگی‌ هوش تجاری بر فرایند مدیریت ارتباط با مشتری: مطالعۀ تجربی در صنعت بانکداری 209 234 63084 10.22059/jitm.2017.237995.2105 EN Ali Mortezaei MSc. in Industrial Engineering, Fouman Faculty of Engineering Campus, University of Tehran, Iran Mohamad Sadegh Sangari Assistant Prof., Fouman Faculty of Engineering Campus, University of Tehran, Iran Salman Nazari-Shirkouhi Assistant Prof., Fouman Faculty of Engineering Campus, University of Tehran, Iran Jafar Razmi School of Industrial and Systems Engineering, College of Engineering, University of Tehran, Iran Journal Article 2017 07 18 Nowadays, establishing long-term and effective relationships with customers is a key factor in understanding customers’ needs and preferences and achieving competitive advantage. In addition, companies are facing with a growing need for information and analytical knowledge about their customers, market, competitors, organizational environment, and other factors affecting their business. Business intelligence has been considered as a response to this need. The purpose of this study is to investigate the role of business intelligence competence in improving customer relationship management process. Based on the literature review and the competence – capability relationship paradigm, a conceptual model was developed comprising of different dimensions of business intelligence competence and customer relationship management processes. The data were collected from the banking sector and partial least squares structural equation modelling was employed for data analysis. Empirical results showed that organizational business intelligence competence, comprising of managerial, technical, and cultural competence, has a significantly positive impact on enhancing capabilities of customer relationship management process including initiation, maintenance, and termination of the relationship. https://jitm.ut.ac.ir/article_63084_8f5c1e0c4516b5dd66788e9df80bf5b1.pdf