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Customer Relationship Management through introduction of CRM-systems as a constituent in efficient business management
(2014) Galushchak, Olesia
Customer Relationship Management (CRM) is the customer-focused business strategy which is not a new concept. Although CRM is more about the customer, it cannot be successful by this definition alone. CRM should be performed in organizations as the combination of three main concepts: people, processes, and technology. Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. To increase relationships with all customers the integration of these three is essential.