Naslov
EMPLOYEE’S PERCEPTION OF CRM IN THE CROATIAN TELECOMMUNICATIONS INDUSTRY

Autori
Mandić, Miroslav ; Gregurec, Iva ; Galović, Ema

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Proceedings of 33rd Central European Conference on Information and Intelligent Systems / Vrček, Neven ; Guàrdia, Lourdes ; Grd, Petra - Varaždin : Fakultet organizacije i informatike Sveučilišta u Zagrebu, 2022, 297-307

Skup
33rd Central European Conference on Information and Intelligent Systems (CECIIS 2022)

Mjesto i datum
Dubrovnik, Hrvatska, 21.09.2022. - 23.09.2022

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer Relationship Management (CRM) ; technological solution ; customer-oriented strategy ; employees ; telecommunications sector

Sažetak
Companies in today's market, especially in the service sector, require constant monitoring and adaptation to the more dynamic needs and desires of their customers. Therefore, companies use all their resources to achieve their goals and competitive advantage. This paper shows a theoretical review of CRM concept with a focus on the telecommunications industry and the results of quantitative research conducted through a questionnaire, on a purposive sample, a sample of experts. The aim of this paper is to show, whether there is a difference in the perception of CRM by 170 employees at different managerial levels in selected telecommunications companies in Croatia.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA