publication . Article . 2014

CRM AS A MANAGEMENT TOOL FOR IMPROVING SERVICES

Davor M. Nikolić; Milan A. Stanković; Nataša D. Simić;
Open Access English
  • Published: 01 Jan 2014 Journal: Journal of Process Management. New Technologies (issn: 2334-735X, eissn: 2334-7449, Copyright policy)
  • Publisher: KD Mapro
Abstract
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 c...
Subjects
free text keywords: Customer Relationship Management, Service, Satisfaction, Customer, Management, Technology (General), T1-995
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