CRM systems: needs and prerequisites for implementation, creation and usage in the R. of Macedonia

Savoska, Snezana and Kumbarovska, M. (2015) CRM systems: needs and prerequisites for implementation, creation and usage in the R. of Macedonia. In: AIIT 2015, 23 Octomber 2015, Zrenjanin.

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In today’s globalized and competitive environment, where differences among products are slight and prices competitive, strengthening the relationships with customers is a priority. Establishing harmonious relations with customers motivates them to be loyal to the company's products and services. For implementation of the process of building relationships, companies use CRM web applications that help in the process of achieving better marketing communication with their customers and gaining more information about them. This paper intends to analyze the usefulness and prerequisites for the implementation and usage of CRM in Macedonia. Also, the paper presents the creation of CRM web application in Macedonian, using analysis of off-the-shelf software, in order to show the basic needs for CRM through practical examples. We also consider prerequisites for implementation and benefits for the companies, employees and customers. The empirical research, conducted through a web survey, was done in Macedonian companies in order to detect how CRM web applications affect the overall company success, as well as some segments of their business.

Item Type: Conference or Workshop Item (Paper)
Subjects: Scientific Fields (Frascati) > Engineering and Technology > Electrical engineering, electronic engineering,information engineering
Divisions: Faculty of Information and Communication Technologies
Depositing User: Prof. d-r. Snezana Savoska
Date Deposited: 18 Jun 2020 13:45
Last Modified: 18 Jun 2020 13:45

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