Impact of CRM on the competitiveness level of ICT services in Croatian service providers

Dražen Alerić ()
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Dražen Alerić: Juraj Dobrila University of Pula-Department of Economics and Tourism

Tržište/Market, 2007, vol. 19, issue 1, 43-58

Abstract: This paper proves a higher competitiveness of ICT service providers who utilize CRM versus the providers who do not. The study of observed participating ICT service providers in Croatia proves that the value added of the services incorporating CRM is more competitive than the same services but without CRM. There is also stronger demand from clients for the services enriched with CRM. Increased service competitiveness generated by CRM utilization raises the company’s general competitiveness. A systematic application of CRM creates a long-lasting relationship between clients and providers and thus enables high-quality long-term term solutions to client demands. CRM represents the value added that raises the level of service competitiveness and makes the service provider unique and recognizable among numerous competitors. Consequently, the satisfaction of clients with the provider and their preference for the same provider result in higher client loyalty. A service company that incorporates CRM in its practices has a higher success rate in fulfilling its mission and attaining goals in accordance with the marketing philosophy.

Keywords: competitiveness of services; long-term relationship between service providers and their customers; loyalty; preferences; information and communications technology; customer lifetime value (search for similar items in EconPapers)
Date: 2007
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