Copyright: © the author(s), publisher and licensee Technoscience Academy. This is an open-access article distributed under the terms of the Creative Commons Attribution Non-Commercial License, which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited International Journal of Scientific Research in Science, Engineering and Technology Print ISSN: 2395-1990 | Online ISSN : 2394-4099 (www.ijsrset.com) doi : https://doi.org/10.32628/IJSRSET218218 87 The Moderating Effect of Environmental Turbulence on the Relationship Between Customer Relationship Management and Business Performance Samuel Gyedu 1 , Tang Heng 2 , Michael Verner Menyah 3 , Junior Oti-Frimpong 4 1 School of Management, Jiangsu University, 301 Xuefu Rd, Jingkou Qu, Zhenjiang, Jiangsu Province, China, 2 Department of intellectual property right, Jiangsu University, Zhenjiang, Jiangsu, 212013, P. R. China. 31 School of Management, Jiangsu University, 301 Xuefu Rd, Jingkou Qu, Zhenjiang, Jiangsu Province, China 4 School of Business, Kwame Nkrumah University of Science and Technology, Ghana Article Info Volume 8 Issue 2 Page Number: 87-105 Publication Issue : March-April-2021 Article History Accepted : 15 March 2021 ABSTRACT This article mainly aims to verify the moderating role environmental turbulence plays on the relationship between customer relationship management and business performance. The research was performed based on the survey performed in Ghana telecommunication sector, and the sample included 579 staff from MTN Ghana, VODAFONE Ghana, ALTEL/TIGO Ghana, ESPRESSO Ghana and GLOBACOM Ghana. The statistical analysis of the obtained results was carried out using multiple linear regression analysis with STATA and AMOS statistical software package. The obtained results clearly show that all constructs of CRM namely information sharing, customer involvement, joint problem solving, long-term partnership and technology- based CRM have a significantly positive impact on business performance. The moderation analysis indicated that technological turbulence positively moderates the relationship that existed between the various constructs of customer relationship management and business performance indicating that technological turbulence significantly strengthens the relationship between these variables. On the contrary, market turbulence significantly weakens the relationship between the various customer relationship management constructs and business performance. These findings contribute immensely to literature and knowledge by indicating which moderating environmental turbulence significantly strengthens and weakens the existing relationship between customer relationship management and business performance within the Ghanaian telecommunication sector. Keywords : Customer Relationship Management (CRM), Business Performance (BP), Technological Turbulence, Market Turbulence. NOTE: CRM = Customer Relationship Management