Evaluation of the efficiency and effectiveness of CRM in the selected furniture company

• Autorzy: Miklencicova R. , Olsiakova M. , Kusa A.
• Języki publikacji: EN

Abstrakty

EN

In order to achieve customer satisfaction enterprises must manage their own value chains and the whole system of providing the value with focusing on customers. The companies´ aim is not only gaining the customers but mainly keeping them. Customer relationship management deals with this issue. How to measure the level of customer relationship management (CRM)? This is the main idea of this paper.

Słowa kluczowe

EN

efficiency; effectiveness; customer relationship management; management; minimal level; optimal level; furniture company

• Wydawca: -
• Czasopismo: Intercathedra
• Rocznik: 2010
• Tom: 26
• Opis fizyczny: p.75-78,fig.,ref.

Twórcy

autor

Miklencicova R.

• Faculty of Wood Sciences and Technology, Department of Marketing, Trade and World Forestry, Technical University in Zvolen, T.G.Masaryka 24, 960 53 Zvolen, Slovak Republic

autor

Olsiakova M.

autor

Kusa A.

Bibliografia

• 1. Chlebovský V.: CRM -– Rízení vztahu se zákazníky. Brno : Computer Press, 2005. 190 s. ISBN 80-251-0798-1.
• 2. Miklencicová R.: Návrh metodiky merania ukazovatelov výkonnosti CRM. Dizertacná práca. Zvolen : DFTU, 2010. 165 s. (nepublikované).
• 3. Storbacka K., Lehtinen R. J.: Rízení vztahu se zákazníky. Customer Relationship Management. Praha : Grada Publishing, 2002. 168 s. ISBN 978-80-7169-813-X.
• 4. Zaušková A.: Manažment inovacných aktivít na podporu podnikatelských služieb pre malé a stredné podniky: Monografia. Zvolen : TU, 2004. 128. s. ISBN 80-228-1311-7.