• 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

  • SOME PROBLEMS OF ACCOUNTING TRAINING IN BULGARIA’S STATE HIGHER ECONOMIC SCHOOLS AND OPPORTUNITIES FOR ITS OPTIMIZATION AT „D. A. TSENOV” – SVISHTOV

    Accounting training is an integral part of the training of specialists in the field of economy not only in Bulgaria but also worldwide. This fact makes the problem of its content and quality significant and topical. In this context, the current practice of accounting training in our country’s higher economic state schools is studied. Guidelines ...

  • REGIONAL ASPECTS OF EMPLOYMENT AND UNEMPLOYMENT IN BULGARIA UNDER THE CONDITIONS OF ECONOMIC CRISIS

    The development of the national economy under the conditions of economic and financial crisis is associated with serious challenges facing the labour market. The importance of employment in ensuring economic and social well-being of society necessitates a statistical study of the regularities in its development. This study is of practical and ...

  • ESTIMATING WILLINGNESS-TO-PAY AND PRICE SENSITIVITY FOR EDUCATIONAL SERVICES USING ADAPTIVE CHOICED-BASED CONJOINT ANALYSIS

    In this study, we present and prove an empirical approach for measuring willingness-to-pay and price sensitivity for educational services (master's programs in economics and management) offered in substitution setting with low visibility of the actual consumer value. Our experiments are based on adaptive choice-based conjoint analysis. We estimate ...