Improving the Competitiveness of Enterprises Through Effective Customer Relationship Management

• Autorzy: Agnieszka Bojanowska
• Języki publikacji: EN

Abstrakty

EN

The author of this paper has made some observations in a few enterprises and some interviews with managers and enterprise owners. They are qualitative research. They can not be considered in quantitative terms. The size of the sample was not verified, the author realizes that it is unrepresentative. Customer relationship management, as a strategy, system and philosophy, is not always known to entrepreneurs. Especially sole proprietorships apply CRM intuitively and not in a structured way. Not every company uses appropriate software to collect customer data. But all managers are aware of the fact that building a lasting relationship with the customer raises competitiveness on the market. This happens even through the buzz marketing, increasing customer loyalty, rapid response to customer demand, also through the use of knowledge resulting from the data from the CRM system. Smaller companies should consider using some structured CRM solutions. Certainly it increased to their competitiveness at low cost. Whereas larger companies should focus on the use of their physical and human potential to improve the quality of customer relationships.(original abstract)

Słowa kluczowe

PL

Zarządzanie Kontaktami z Klientem; Konkurencyjność przedsiębiorstwa; Relacje z klientami

EN

Customer Relationship Management (CRM); Enterprise competitiveness; Relationships with customers

• Czasopismo: Ekonomia i Prawo
• Rocznik: 2017
• Tom: 16
• Numer: nr 4
• Strony: 359-370

Twórcy

autor

Agnieszka Bojanowska

• Politechnika Lubelska

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Identyfikatory

DOI

10.12775/EiP.2017.025