PL EN


2019 | 53 | 2 |
Article title

The CRM system and its role in raising the competitiveness of enterprises

Content
Title variants
Languages of publication
EN
Abstracts
EN
The globalisation of countries’ economies and the growth of the market in the West are becoming important factors determining the activity of enterprises. In this changing economic environment, the search for new sources of concurrency advantage often determines the survival and development of an enterprise. Knowledge about the market, speed of decisions, innovations and customer relationship management (CRM) are becoming some of the key success factors. Following an analysis of the literature, this article presents the essence and definition as well as the benefits of CRM in terms of raising the competitiveness of enterprises for which the client plays a leading role.
PL
The globalisation of countries’ economies and the growth of the market in the West are becoming important factors determining the activity of enterprises. In this changing economic environment, the search for new sources of concurrency advantage often determines the survival and development of an enterprise. Knowledge about the market, speed of decisions, innovations and customer relationship management (CRM) are becoming some of the key success factors. Following an analysis of the literature, this article presents the essence and definition as well as the benefits of CRM in terms of raising the competitiveness of enterprises for which the client plays a leading role.
Year
Volume
53
Issue
2
Physical description
Dates
published
2019
online
2019-10-25
Contributors
References
  • Grzanka, I. (2009). Kapitał społeczny w relacjach z klientami. CRM a społeczny potencjał przedsiębiorstwa. Warszawa: CeDeWu.
  • Dembińska-Cyran, I., Hołub-Iwan, J., & Perenc, J. (2004). Zarządzanie relacjami z klientem. Warszawa: Difin.
  • Januszewski, J. (2018). Funkcjonalność informatycznych systemów zarządzania, t. 1: Zintegrowane systemy transakcyjne. Warszawa: Wydawnictwo Naukowe PWN.
  • Porębska-Miąc, T. (2010). Rola technologii, procesów i ludzi w sukcesie strategii CRM. In: T. Porębska-Miąc, H. Sroka (red.), Systemy Wspomagania Organizacji SWO 2010. Katowice: Wydawnictwo AE.
  • Rudawska, E. (2008). Znaczenie relacji z klientami w procesie kształtowania wartości przedsiębiorstwa. Szczecin: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego.
  • Tiwana, A. (2003). Przewodnik po zarządzaniu wiedzą e-biznes i zastosowania CRM. Warszawa: Placet.
  • Wereda, W. (2009). Zarządzanie relacjami z klientem (CRM) a postępowanie nabywców na rynku usług. Warszawa: Difin.
  • Wilde, S. (2011). Improving Customer Relationship Through Knowledge Application. New York: Springer.
  • Zając, P. (2007). CRM Zarządzanie relacjami z klientem w logistyce dystrybucji. Wrocław: Oficyna Wydawnicza Politechniki Wrocławskiej.
Document Type
Publication order reference
Identifiers
YADDA identifier
bwmeta1.element.ojs-doi-10_17951_h_2019_53_2_17-24
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