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...
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doaj-35ca559070c947b684660ea9c68c79512020-11-24T21:27:44ZengKD MaproJournal of Process Management. New Technologies2334-735X2334-74492014-01-01218190CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICESDavor M. Nikolić0Milan A. Stanković1Nataša D. Simić2College of Professional Studies of Traffic Management, Niš, SerbiaCollege of Professional Studies of Traffic Management, Niš, SerbiaCollege of Professional Studies of Traffic Management, Niš, SerbiaThe 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. http://www.japmnt.com/images/Volume%202/Issue%201/CRM%20AS%20A%20MANAGEMENT%20TOOL%20FOR%20IMPROVING%20SERVICES.pdfCustomer Relationship ManagementServiceSatisfactionCustomerManagement |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Davor M. Nikolić Milan A. Stanković Nataša D. Simić |
spellingShingle |
Davor M. Nikolić Milan A. Stanković Nataša D. Simić CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES Journal of Process Management. New Technologies Customer Relationship Management Service Satisfaction Customer Management |
author_facet |
Davor M. Nikolić Milan A. Stanković Nataša D. Simić |
author_sort |
Davor M. Nikolić |
title |
CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES |
title_short |
CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES |
title_full |
CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES |
title_fullStr |
CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES |
title_full_unstemmed |
CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES |
title_sort |
crm as a management tool for improving services |
publisher |
KD Mapro |
series |
Journal of Process Management. New Technologies |
issn |
2334-735X 2334-7449 |
publishDate |
2014-01-01 |
description |
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.
|
topic |
Customer Relationship Management Service Satisfaction Customer Management |
url |
http://www.japmnt.com/images/Volume%202/Issue%201/CRM%20AS%20A%20MANAGEMENT%20TOOL%20FOR%20IMPROVING%20SERVICES.pdf |
work_keys_str_mv |
AT davormnikolic crmasamanagementtoolforimprovingservices AT milanastankovic crmasamanagementtoolforimprovingservices AT natasadsimic crmasamanagementtoolforimprovingservices |
_version_ |
1725973619339689984 |