BUILDING A RELATIONSHIP WITH THE CUSTOMER: A CRM VERSUS A QM PERSPECTIVE

Bena Irina () and Sandru Ioana Maria Diana ()
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Bena Irina: Academia de Studii Economice din BucureLzti, Facultatea de Administrarea Afacerilor (cu predare A®n limbi strÄ?ine)
Sandru Ioana Maria Diana: Academia de Studii Economice din BucureLzti, Facultatea de Administrarea Afacerilor (cu predare in limbi straine)

Annals of Faculty of Economics, 2009, vol. 4, issue 1, 586-590

Abstract: Customer relationship management (CRM) and quality management (QM) both define the customer as being the focus of all business activities. The question arises on how these two concepts work together. In the change defined environment, where getting ahead

Keywords: relationship marketing; customer relationship management; quality management; customer centric approach (search for similar items in EconPapers)
JEL-codes: M (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:ora:journl:v:4:y:2009:i:1:p:586-590

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