Název:	Riadenie vztahov so zákaznikom ak nástroj zvysovania konkurenceschopnosti podniku
Další názvy:	Customer relationship management as a tool for increasing the competitiveness of enterprise
Autoři:	Čierna, Helena
Citace zdrojového dokumentu:	Trendy v podnikání = Business trends : vědecký časopis Fakulty ekonomické ZČU v Plzni. 2014, č. 3, s. 55-63.
Datum vydání:	2014
Nakladatel:	Západočeská univerzita v Plzni
Typ dokumentu:	článek article
URI:	http://www.fek.zcu.cz/tvp/doc/akt/tvp-3-2014-clanek-7.pdf http://hdl.handle.net/11025/16321
ISSN:	1805-0603
Klíčová slova:	management vztahu se zákazníky;diferencovaný přístup k zákazníkům;hodnota pro zákazníka;konkurenceschopnost firem
Klíčová slova v dalším jazyce:	customer relationship management;differentiated approach to customers;customer value;competitiveness of firms
Abstrakt v dalším jazyce:	In order to increase their own competitiveness, companies have to adapt to market conditions and factors than directly affect them – suppliers, competitors, costumers. The companies can implement this only if there is a full understanding of customer needs and the environment in which they carry out their business. Products are converging by their quality and characteristics, and no one can achieve a competitive advantage only by the physical characteristics of products and prices. To have a successful business, it is vital to be able to identify valuable customers, and build a mutually beneficial relationship with them based on customer satisfaction, loyalty and trust. In this respect, the strategy for Customer Relationship Management (CRM) is being conductive. The strategy is based on individual customer care, identifying their needs and creating mutually beneficial relationships between enterprise and customer and creating value for customers.
Práva:	© Západočeská univerzita v Plzni
Vyskytuje se v kolekcích:	Číslo 3 (2014) Číslo 3 (2014)

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