CUSTOMER RELATIONSHIP MANAGEMENT TOOLS

Sorina- Andreea Puscasu ()
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Sorina- Andreea Puscasu: The United Kingdom of Great Britain

No 2, Proceedings of the 9-th International Conference on Knowledge Management: Projects, Systems and Technologies, Bucharest, November 26-27, 2015. from Faculty of Economic Cybernetics, Statistics and Informatics, Academy of Economic Studies from Bucharest and "Carol I-st" National Defence University, Department for Management of the Defence Resources and Education

Abstract: Considering that Customer Relationship Management (CRM) is one of the most prominent contemporary trends in formation of companies reveals the importance of a customer-oriented company in the market. In this matter, various versions related to the intensity of this orientation are differentiated. The Customer relationship management (CRM) system is a well-known concept, and its implementation is being studied and improved in connection to various sectors. CRM is a process used by companies to understand their customer groups and anticipate customer needs. Information gathered through CRM programs often generates solutions to problems outside a company’s marketing functions, such as supply chain management and new product development. This study tries to outline an overview of what tools can be used in to manage and build a good customer relationship and highlights the importance of using the correct tool in relation with the clients because depends on culture, values, norms, etc.

Keywords: CRM; tools; building (search for similar items in EconPapers)
Pages: 5 pages
Date: 2015-11
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Persistent link: https://EconPapers.repec.org/RePEc:rom:km2015:2

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