CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES
The exact information provided in the right place at the right time represents one of the most important business resources of a company. Transformation of the world economy from industrialized one to a service economy, along with its complete orientation towards consumers and a digitalization...
Main Authors: | , , |
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Format: | Article |
Language: | English |
Published: |
KD Mapro
2014-01-01
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Series: | Journal of Process Management. New Technologies |
Subjects: | |
Online Access: | http://www.japmnt.com/images/Volume%202/Issue%201/CRM%20AS%20A%20MANAGEMENT%20TOOL%20FOR%20IMPROVING%20SERVICES.pdf |
Summary: | The exact information provided in the
right place at the right time represents one of the
most important business resources of a company.
Transformation of the world economy from
industrialized one to a service economy, along with
its complete orientation towards consumers and a
digitalization of every business process is evident.
As all decisions need data, the development of IT
technology has led to the fact that information
system and system of informing greatly facilitate
the strategic decision-making processes leading to
the changes in a relationship between an
organization’s potential and market needs, viz.
customer needs. More and more organizations and
companies recognize the need to make their
customers the central point of their support service
as well as of strong and strategic customer care
process, including customer profiling, customer
segmentation, customer research, investment in
technology and management. Customer
Relationship Management (CRM) includes business
processes that do not highlight only the strategy, but
the process of acquiring, retaining and partnering
with customers as well, thus creating the additional
value for both the company and the customer.
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ISSN: | 2334-735X 2334-7449 |