2014 | 183 cz 1 | 205-218
Article title

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

Title variants
The Scale of Employment of Management Relationships with CRM Customers Innovative Strategy. Selected Research Results
Languages of publication
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.
Physical description
  • Adamczewski P.: Gdy systemy ERP/ERPII przestają już wystarczać. W: Problemy społeczeństwa informacyjnego. Red. A. Szewczyk. Printshop, Szczecin 2007.
  • Buchnowska D.: Systemy CRM. W: Informatyka ekonomiczna. Podręcznik akademicki. Red. S. Wrycza. Polskie Wydawnictwo Ekonomiczne, Warszawa 2009.
  • Chandler A.D.: Strategy and Structure. Cambridge Mass 1962.
  • Kostojohn S., Johnson M., Paulen B.: CRM Fundamentals. Apress, New York 2011.
  • Maister D.H.: Strategy and The Fat Smoker. Spangle Press, Boston, MA 2008.
  • Mazur D.: Systemy informatyczne zarządzania relacjami z klientami. W: Informatyka Gospodarcza. T. 3. Red. J. Zawiła-Niedźwiecki, K. Rostek, A. Gąsiorkiewicz. Wydawnictwo C.H. BECK, Warszawa 2010.
  • Peppers D., Rogers M.: Managing Customer Relationships: A Strategic Framework. John Wiley & Sons, New Jersey 2011.
  • Rokita J.: Zarządzanie strategiczne. Tworzenie i utrzymanie przewagi konkurencyjnej. PWE, Warszawa 2005.
  • Schermerhorn J.R.: Core Concepts of Management. John Wiley & Sons, Inc, 2004.
  • Shanmugasundaram S.: Customer Relationship Management: Modern Trends And Perspectives. PHI Learning Pvt. Ltd., 2010.
  • Wilde S.: Improving Customer Relationship Through Knowledge Application. Springer, New York 2011.
  • The Gartner Group., Eight Building Blocks of CRM: A Framework for Success.
Document Type
Publication order reference
YADDA identifier
JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.