文章基本信息

标题：CUSTOMER RELATIONSHIP MANAGEMENT: Business Strategy,Software Solutions and Applications
本地全文：下载
作者：Valentina Janev ; Zoran Marjanov ; Jelena Jovanović-Babić 等
期刊名称：Industrija
印刷版ISSN：0350-0373
电子版ISSN：2334-8526
出版年度：2004
卷号：32
期号：1-2
页码：51-60
语种：English
出版社：Economics institute, Belgrade
摘要：Customer Relationship Management(CRM)is a business strategy that focuses on individual customer with the aim to build long lasting profitable relationship and to achieve customer satisfaction and customer loyalty.This paper describes the CRM process and information technologies that support this process in enterprises.We divided the CRM software solutions into operational CRM solutions,analytical CRM solutions and tools for business process optimization.At the end we introduce two Mihajlo Pupin Institute CRM products:ITS – Investor tracking system and RTS – Request tracking system.
关键词：management;business strategy;costomer;information technology