engleski

Managing Customer Relationship - Value Chain Creation

Ideally, CRM ensures that everybody who can influence customer experience has the right information about customers, their value and needs, and it is empowered to ensure a positive experience to the customer. Such initiative should integrate the total company around common goal to exceed customer expectations, understand their needs and recognize to which customers should the efforts be focused on, and how to optimise company processes continually. Successful CRM transforms expectations into exciting experience, creating the grounds of competitive advantage, growth and profitability potential.

Customer relationship management; customer satisfaction; customer loyalty; employee loyalty; employee satisfaction; value chain creation; experience economy; emotional intelligence

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