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Customer Loyalty Using Customer Relationship Management

Author

Listed:
  • Carmen, RADUT

    () (Universitatea "Constantin Brâncoveanu" Pitesti, F.M.M.A.E. Rm. Vâlcea)

  • Marius, SPINCIU

    (DBA, Oracle Romania)

Abstract

Customer Relationship Management has developped into a major element of the business strategy of many companies and is based on creation and development of personalized relationships with customers to increase their profitability. A Customer Relationship Management strategy enables a firm organizational behavior rapid adaptation to changes occurring in the market and thus the company will be able to satisfy the wishes and demands much better clients. Managers of companies performing rationale "is difficult to conquer a customer than to keep an existing one," come to support this research on the costs of these alternatives; those determined by winning a new client are 3 to 15 times higher by branch and product than those implied by an existing customer loyalty. Customer orientation means that everything that makes a company must be based on its care of you fulfill all requirements, whether internal or external customer, whether public sector or a non-profit organization. This should mean that everything is made-setting priorities, making decisions, participating in meetings or discussions with management - to consider customers requests and demanding . This paper aims to address system - Customer Relationship Management customer service perspective as the reason why there are organizations, organization and its leadership must adopt a customer orientation and to show more attention to its demands.

Suggested Citation

  • Carmen, RADUT & Marius, SPINCIU, 2016. "Customer Loyalty Using Customer Relationship Management," Management Strategies Journal, Constantin Brancoveanu University, vol. 31(1), pages 285-288.
  • Handle: RePEc:brc:journl:v:31:y:2016:i:1:p:285-288
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    More about this item

    Keywords

    Customer Relationship Management;

    JEL classification:

    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • L96 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Telecommunications
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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