Customer Relationship Management based on Employees and Corporate Culture

被引：13

作者：

Triznova, Miroslava ^{[1
]}

Mat'ova, Hana ^{[1
]}

Dvoracek, Jan ^{[1
]}

Sadek, Sarah ^{[2
]}

机构：

[1] Tech Univ Zvolen, TG Masaryka 24, Zvolen 96053, Slovakia

[2] Univ Derby, Derby, England

来源：

4TH WORLD CONFERENCE ON BUSINESS, ECONOMICS AND MANAGEMENT (WCBEM-2015) | 2015年 / 26卷

关键词：

Customer Relationship Management; CRM; customer characteristics; corporate culture; corporate identity; CRM;

D O I：

10.1016/S2212-5671(15)00914-4

中图分类号：

F8 [财政、金融];

学科分类号：

0202 ;

摘要：

This paper provides the overview on Customer Relationship Management that is strongly influenced by corporate culture, corporate identity and employees. Different theoretical approaches to CRM are included in the first part of the paper. Second part of the paper presents the results of research based on Delphi method, which was aimed at finding actual CRM definition and customer's characteristics in the future. Third part of the paper presents four main areas company should focus on when engaging customers. It aims on People and Corporate Culture which is one of the four areas, when building customer experience with company. (C) 2015 The Authors. Published by Elsevier B.V.

引用

页码：953 / 959

页数：7

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