CRM Systems in the Area of Eastern Macedonia and Thrace

Stavros Ioannis Valsamidis, Athanasios Antonios Mandilas, Eirini I. Mosxou and Lambros Tsourgiannis
Additional contact information
Stavros Ioannis Valsamidis: TEI of East Macedonia and Thrace, Kavala, Greece
Athanasios Antonios Mandilas: TEI of East Macedonia and Thrace, Kavala, Greece
Eirini I. Mosxou: TEI of East Macedonia and Thrace, Kavala, Greece
Lambros Tsourgiannis: TEI of East Macedonia and Thrace, Kavala, Greece

International Journal of Information Systems and Social Change (IJISSC), 2019, vol. 10, issue 1, 54-68

Abstract: Nowadays, companies have as key element for their marketing techniques the customer relationship management (CRM) systems. The purpose of this study is to examine the factors that affect the implementation of CRM in a business. A survey was conducted with the completion of structured questionnaires by collecting data from business in the area of Eastern Macedonia and Thrace (EMT). The findings showed that companies of EMT implement satisfactorily strategic methods relating to CRM, putting their customers at the heart of their business. Moreover, they invest heavily in the management of their customers, wanting to gain a long-term relationship with them and simultaneously to integrate customer-oriented approach to the culture and the structure of the company. The external and internal factors that act strongly in maintaining and developing the customer relationship with the business, were identified. The number of employees and the year of foundation are critical factors in the implementation of CRM.

Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 18/IJISSC.2019010104 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jissc0:v:10:y:2019:i:1:p:54-68

Access Statistics for this article

International Journal of Information Systems and Social Change (IJISSC) is currently edited by John Wang

More articles in International Journal of Information Systems and Social Change (IJISSC) from IGI Global
Bibliographic data for series maintained by Journal Editor ().