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Implementing a CRM System in the Context of Internet Technologies

Alexandru Gavrila (), Delia Babeanu () and Dana Boldeanu ()
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Delia Babeanu: Academy of Economic Studies, Bucharest
Dana Boldeanu: Academy of Economic Studies, Bucharest

Acta Universitatis Danubius. OEconomica, 2009, issue 1(1), 16-21

Abstract: The dynamics of the relationship with customers was fundamentally modified with the extremely fast evolution and development of the Internet, as a new channel of communication also as an opportunity to effective fast dissemination. The Internet shifted the ability to control the market from seller to buyers and led to the fundamental modification of the relations with clients. The new client that comes from the Internet channel is looking mainly for 24x7 accesses to seller’s information and resources. The Internet client wants right context and ease of navigation with effective search tools. Ultimately, he is looking for a personalized buying experience, defined by ease of opening a personal account, ability to review his shopping cart in real time. CRM (Customer Relationship Management) is defined as the sum of business processes that an organization needs to execute in order to identify, choose, buy, develop and retain its clients. The current article is aiming to present the current architecture designed to fulfil all these requirements.

Keywords: CRM; Internet; Client; Supplier; Marketing; Selling Policies (search for similar items in EconPapers)
Date: 2009
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Handle: RePEc:dug:actaec:y:2009:i:1:p:16-21