Naslov
Managing Customer Relationship - Value Chain Creation

Autori
Ivanković, Jadranka

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

Izvornik
4th DAAAM International Conference on Advanced Technologies for Developing Countries September 21-24, 2005 Slavonski Brod, Croatia / Kljajin, Katalinić, Budić - Slavonski Brod : Josip Juraj Strossmayer University of Osijek, Mechanical Engineering Faculty in Slavonski Brod, DAAAM International, Vienna, 2005, 681-685

ISBN
953-6048-29-9

Skup
4th DAAAM International Conference on Advanced Technologies for Developing Countries September 21-24, 2005 Slavonski Brod, Croatia

Mjesto i datum
Slavonski Brod, Hrvatska, 21.09.2005. - 24.09.2005

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer relationship management; customer satisfaction; customer loyalty; employee loyalty; employee satisfaction; value chain creation; experience economy; emotional intelligence

Sažetak
Ideally, CRM ensures that everybody who can influence customer experience has the right information about customers, their value and needs, and it is empowered to ensure a positive experience to the customer. Such initiative should integrate the total company around common goal to exceed customer expectations, understand their needs and recognize to which customers should the efforts be focused on, and how to optimise company processes continually. Successful CRM transforms expectations into exciting experience, creating the grounds of competitive advantage, growth and profitability potential.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA