Janeska, Margarita and Zdraveski, Dejan and Taleska, Suzana (2016) IMPLEMENTATION OF E-CRM IN MACEDONIAN COMPANIES. Annals of the „Constantin Brâncuşi” University of Târgu Jiu, Economy Series, Issue 4.

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Customer Relationship Management (CRM) in the digital economy is a challenge for companies that operate in the
new electronic environment. In fact, companies that use the internet as basic infrastructure for their operations must adapt
and to be ready to respond to the growing challenges who are posed from more sophisticated consumers.
CRM concept includes possibilities, methodology and technology that enable companies to operate through improving
relations with consumers. CRM as a strategic set of activities begins with a detailed analysis of organizational strategy and
ending with measurement of value for stakeholders. CRM owes its expansion to the emergence of the Internet. Digital
economy enables more effective targeting and personalization.
The basic motive for the research is the fact that e-CRM is a relatively new concept and in recent years has made
significant strides in companies around the world aimed at customers. Namely, e-CRM is positioned high on the priority
list of today's corporate agendas.
The aim of this paper is to consider the importance and benefits of the implementation of e-CRM concept in
Macedonia, and to determine the factors that contribute to its successful implementation. The research results should
contribute to increasing the profitability and competitiveness of Macedonian companies.

Item Type: Article
Subjects: Scientific Fields (Frascati) > Social Sciences > Economics and Business
Divisions: Faculty of Economics
Depositing User: Mr Dimitar Risteski
Date Deposited: 07 Feb 2020 10:21
Last Modified: 13 Mar 2020 11:09

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