E-CRM AS A CONCEPT FOR ENHANCING CUSTOMER LOYALTY (CASE STUDY – MOBILE OPERATOR VIP, REPUBLIC OF MACEDONIA)

Midovska, Marija and Nakovska, Marija (2015) E-CRM AS A CONCEPT FOR ENHANCING CUSTOMER LOYALTY (CASE STUDY – MOBILE OPERATOR VIP, REPUBLIC OF MACEDONIA). Proceedings 20th International conference Strategic management and decision support systems in strategic Management.

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Abstract

In recent years is developed a new form in the concept of Customer Relationship Management, known as Electronic Customer Relationship Management (E-CRM). Companies engage in E-CRM as a consequence of their search for enhancing customer loyalty. E-CRM is on one of the concept that can enhance customer loyalty influenced by customer satisfaction and trust. Also it can increase competitive advantage of the companies. In this context it is impossible to consider E-CRM in isolation from the corporate strategy of the companies. The main goal of this paper is to identify how the concept of E-CRM can enhance customer loyalty in the companies in mobile industry in Republic of Macedonia, case study VIP mobile operator. The paper also discusses the challenges and barriers that companies in mobile industry are facing in order to implement the concept of E-CRM. Furthermore, the paper suggests utilization manners of the E-CRM concept. The research is conducted with various data collection research methods. In this context primary data is obtained by conducting interview with the managers of the mobile operator VIP, Republic of Macedonia. Also, primary data is obtained from the research on the customer with structured questionnaire. Afterwards, the data is evaluated using various statistic methods that are applicable in this branch.

Item Type: Article
Subjects: Scientific Fields (Frascati) > Social Sciences > Economics and Business
Divisions: Faculty of Economics
Depositing User: Mr Dimitar Risteski
Date Deposited: 18 Feb 2020 12:42
Last Modified: 18 Feb 2020 12:42
URI: http://eprints.uklo.edu.mk/id/eprint/3068

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