A Study on Theoretical Aspects of Developing Systems for Customer Relationship Management as an Alternative Direction of Development of the Marketing Activity for Machine-Building Enterprises
Journal Title: Бізнес Інформ - Year 2015, Vol 10, Issue 0
Abstract
The article considers a theoretical analysis of systems for customer relationship management, which serve as an alternative direction of development of the marketing activity of machine-building enterprises. It was determined that CRM information systems are the most relevant and promising tools towards management and building relationships with customers for machine-building enterprises. The article considers and generalizes the evolutionary aspect of information technologies and their impact on the production processes of enterprise, particularly on the marketing activities. The approaches to defining the essence of the notion of ‘CRM’ were analyzed and a definition of this notion has been proposed. The both distinctive characteristics and common features of the information systems for customer relationship management were studied, systematized and classified. The author has proposed some supplement to the classification presented.
Authors and Affiliations
Serhii Rodionov
Keywords
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