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Customer Relationship Management in the Field of Business Services

Author

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  • Evgeni Stanimirov

    (Marketing Department University of Economics - Varna, Bulgaria)

Abstract

Customer relationship management (CRM) witnesses an increasing significance in the process of redefining the marketing function of contemporary organizations in the services sector. CRM represents an iterative process aimed at improving interactions with customers and balancing companies’customer portfolio. Hence, the article focuses on CRM practices of companies specializing in the provision of business services in Bulgaria. These practices are explored through the standpoint of a developed conceptual model of the strategic CRM process and methodological tools for its analysis. As a result the article identifies opportunities for the development of customer relationship management practices.

Suggested Citation

  • Evgeni Stanimirov, 2017. "Customer Relationship Management in the Field of Business Services," Business & Management Compass, University of Economics Varna, issue 4, pages 329-344.
    • Handle: RePEc:vrn:journl:y:2017:i:4:p:329-344
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    File URL: http://journal.ue-varna.bg/uploads/20180309062808_21388995945aa22978be495.pdf
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    Citations

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    Cited by:

    1. Julian Vasilev & Rosen Nikolaev & Tanka Milkova, 2023. "Transport Task Models with Variable Supplier Availabilities," Logistics, MDPI, vol. 7(3), pages 1-12, July.

    More about this item

    Keywords

    Big data; CRM-process; CRM-vision; CRM-basis; CRM-strategies/programs;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L14 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Transactional Relationships; Contracts and Reputation

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