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<p>The article presents the CRM (Customer Relationship Management) philosophy. The principles of building the CRM strategy, enabling building and strengthening ties with the client (including ensuring its safety in relationship with a company), thanks to which the company can expect continuous sales, have been presented. Exemplary tools used in CRM (such as: call centre, contact centre, key account management) are listed and described. An attempt has been made to assess the cost-effectiveness of implementing the CRM philosophy in the enterprise based on the SWOT analysis. The strengths, weaknesses, opportunities and threats of such an undertaking were analysed, and the results were presented in the summary and final conclusions.</p>
</abstract>

The article presents the CRM (Customer Relationship Management) philosophy. The principles of building the CRM strategy, enabling building and strengthening ties with the client (including ensuring its safety in relationship with a company), thanks to which the company can expect continuous sales, have been presented. Exemplary tools used in CRM (such as: call centre, contact centre, key account management) are listed and described. An attempt has been made to assess the cost-effectiveness of implementing the CRM philosophy in the enterprise based on the SWOT analysis. The strengths, weaknesses, opportunities and threats of such an undertaking were analysed, and the results were presented in the summary and final conclusions.

Customer Relationship Management (CRM) - Philosophy and its Significance for the Enterprise

System Safety: Human - Technical Facility - Environment

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

The article presents the CRM (Customer Relationship Management) philosophy. The principles of building the CRM strategy, enabling building and strengthening...

Customer Relationship Management (CRM) - Philosophy and its Significance for the Enterprise

Publié en ligne: 28 mars 2019

Pages: 1004 - 1011

Reçu: 02 déc. 2018

Accepté: 21 janv. 2019

DOI: https://doi.org/10.2478/czoto-2019-0127

Mots clés
CRM (Customer Relationship Management), call center, contact center, key account management, lead management, risks in relations with clients, customer safety

© 2019 Adam Idzikowski et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Customer Relationship Management (CRM) - Philosophy and its Significance for the Enterprise

Publié en ligne: 28 mars 2019

Pages: 1004 - 1011

Reçu: 02 déc. 2018

Accepté: 21 janv. 2019

DOI: https://doi.org/10.2478/czoto-2019-0127

Mots clésCRM (Customer Relationship Management), call center, contact center, key account management, lead management, risks in relations with clients, customer safety

© 2019 Adam Idzikowski et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Mots clés
CRM (Customer Relationship Management), call center, contact center, key account management, lead management, risks in relations with clients, customer safety