Customer relationship management in Macedonian telecommunications

Authors

  • Lidija Pulevska-Ivanovska Ss. Cyril and Methodius University Skopje

Abstract

CRM (Customer Relationship Management) simply defined, is the process of acquiring, retaining and growing profitable customers. It is a methodology used to learn more about customers' needs and behaviours in order to develop stronger relationships with them. There are many technological components to CRM, but the more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

Macedonian telecommunications is one of the biggest retail companies in Macedonia providing telecommunication services. The CRM in the Macedonian Telecommunications can be viewed from three different perspectives:

1. Department

2. Philosophy

3. IT system

This paper elaborates these three perspectives of the CRM in the Macedonian Telecommunications.

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Published

2008-12-21

Issue

Vol. 8 No. 1 (2008)

Section

Management and business administration