INPROFORUM Junior 2012

Customer relationship management as a key data source for building of strategies and processes of small and middle sized enterprises
Aleš Kainz

Language: cs
Last modified: 2013-06-21

Abstract


The main topic of process management is a permanent improving of individual processes and improving of relationships among individual parts of the process maps. The consistent following of customer relationship management (CRM) is often the only way of obtaining information in developing strategies and one of the important concepts theirs quality improvement processes. The paper deals with the partial results of the survey of 40 customers and shows the possible directions of changes in business strategies and business processes of the company.


Keywords


Customer relationship management, Processes, Strategy, Information

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