Understanding of customers relationship management in online sales (CRM)

Kotelkina M.Yu.1
1 Санкт-Петербургский государственный экономический университет

Journal paper

*
Volume 6, Number 1 (January-March 2019)
* Этот журнал не выпускается в Первом экономическом издательстве

Citation:

Kotelkina, M. Y. (in press). (2019). Understanding of customers relationship management in online sales (CRM). , 6(1). https://doi.org/10.18334/tezh.6.1.40486

Abstract:
Customers relationship management (CRM) is a combination of people, processes, and technologies that seeks to understand a company's customers. It is an integrated approach to relationship management, focused on customers retention and relationship development. Companies that successfully implement CRM will reap the benefits of customers loyalty and long-term profitability. Compared to companies that do not own a CRM system, companies that have adapted their processes with a CRM system have a number of significant advantages. Internet with CRM system interaction gives customers wider access to the organization, such as online orders and round-the-clock operations. This approach lays the foundation for a paradigm shift in customers service.

Keywords: internet-marketing, customer focus, relationship marketing, CRM-system

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