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Customer Relationship Management - Competitiveness Improvement Tool

Author

Listed:
  • Jovan Zubovic
  • Ivana Domazet

    (Institute of Economic Sciences, Belgrade, Serbia)

Abstract

On the global market competitiveness of Serbian companies is at a very low level. According to Global Competitiveness Report 2007-2008 Serbia was ranked 91. Leading country is USA, whereas the UK had lost the second and fell to ninth position. The criteria on which Global Competitiveness Report ranks 131 world countries are creation of business strategies and a quality of business environment1. Competitiveness increase of local companies’ should be assessed through holistic concept which targets on core micro and macro environment indicators improvement, as well as by adopting a new business philosophy - strategic management and innovation. Development of CRM (Customer Relationship Management) concept is one of the tools which significantly influence raise of competitiveness and more effective creation of business strategies.

Suggested Citation

  • Jovan Zubovic & Ivana Domazet, 2007. "Customer Relationship Management - Competitiveness Improvement Tool," Economic Analysis, Institute of Economic Sciences, vol. 40(3-4), pages 1-7.
    • Handle: RePEc:ibg:eajour:v:40:y:2007:i:3-4:p:1-7
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    File URL: http://www.ien.bg.ac.rs/index.php/en/2007/2007-34
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    More about this item

    Keywords

    CRM; competitiveness; customer; strategy; companies;
    All these keywords.

    JEL classification:

    • L21 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Business Objectives of the Firm
    • D91 - Microeconomics - - Micro-Based Behavioral Economics - - - Role and Effects of Psychological, Emotional, Social, and Cognitive Factors on Decision Making
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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