• Icon to change language to english
  • Icon to change language to english

STUDY OF THE STATE-OF-THE-ART, POSSIBILITIES AND PROSPECTS OF IMPLEMENTING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

Authors

Keywords
Electronic Customer Relationship Management System, financial sector, model of improving e-CRM system, customer-oriented business process

Summary
Customer relationship management in financial enterprises is a key strategic factor for their success. In recent years this sector recognizes the importance of the Internet as a unified platform for doing business and as a main communication environment. Online banking, online insurance, personal customer service of various health, pension and insurance funds is impossible without a fully integrated electronic customer relationship management system (e-CRM System).

The study aims to outline the results of a survey in 24 Bulgarian financial institutions with regard to: proliferation of e-CRM systems, architectural and functional features, and non-economic effects and benefits of their implementation, return on investment. Models were proposed for improving the system and customer-oriented business process.

JEL: C88, L86, G21, G22
Pages: 29
Price: 3 Points

More titles

  • LEGAL AND ACCOUNTING PROBLEMS RELATED TO CORPORATE TAXATION OF LEGAL ENTITIES

    Studying the effects of some complex financial and economic categories as well as the terms and tools applied in the fiscal theory and practice is of crucial importance for both the business activities of the enterprises and the fiscal policy of the state. The scope of the research is defined by the fact that the current legislation related to the ...

  • INTEGRAL ANALYSIS OF SCIENTIFIC RESEARCH IN THE PERIOD 1996-2010

    In line with the European strategy of scientific research Bulgaria has adopted the provisions and principles for carrying out scientific research. The national strategy of scientific research takes into consideration the peculiarities and trends of national scientific potential development and puts an emphasis on the relation of scientific ...

  • RESEARCH AND ANALYSIS OF THE USE OF INTERNET TECHNOLOGIES IN THE BUSINESS OF SMALL AND MEDIUM ENTERPRISES IN BULGARIA AND THE EUROPEAN UNION

    The study aims to find out the state and problems associated with the use of Internet technologies in Bulgarian small and medium enterprises, to reveal the reasons for the backwardness of our SMEs compared to those in the EU and to develop methodological materials and recommendations for more efficient use of modern ICT in Bulgarian small and ...