Skala wykorzystania innowacyjnej strategii zarządzania relacjami z klientami CRM. Wybrane wyniki badań

• Authors: Celina M. Olszak , Kamila Bartuś , Grażyna Billewicz

Title variants

EN

The Scale of Employment of Management Relationships with CRM Customers Innovative Strategy. Selected Research Results

• Languages of publication: PL

Abstracts

EN

In this paper, the place of customer relationship management, especially CRM systems in the overall business strategy of the organization is presented. A thesis that effective use of CRM systems requires the formulation the strategy of customer relationship management in organization was formulated. For the purpose of proving this thesis a direct research was carried out. Presentation of research methodology, especially the description and analysis of the results are the Basic contents of the paper. Based on the research results a number of interesting conclusions was formulated. The most important conclusion is that under a national conditions information system, not developed a strategy of customer relationship management imposes the shape of business processes. Obtained data shows that managers are oriented to software vendors, not the strategy of customer relationship management.

Keywords

PL

Badania ankietowe; Marketing relacji; Strategia obsługi klienta; Strategia zarządzania; Zarządzanie Kontaktami z Klientem

EN

Customer Relationship Management (CRM); Customer service strategy; Management strategy; Questionnaire survey; Relationship marketing

• Publisher: Uniwersytet Ekonomiczny w Katowicach
• Journal: Studia Ekonomiczne
• Year: 2014
• Volume: 183 cz 1
• Pages: 205-218

Contributors

author

Celina M. Olszak

author

Kamila Bartuś

author

Grażyna Billewicz

References

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Identifiers

ISSN

2083-8611