CRM in Service Oriented Organizations in the European Union
Pavla Vondráková
Broschiertes Buch

CRM in Service Oriented Organizations in the European Union

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This book studies Customer Relationship Management (CRM) and its current usage and implementation in the EU. The primary goal of the thesis is to obtain general know-how for European service oriented organizations and to recommend efficient methods of implementing CRM so that it enhances the competitive advantage of enterprises in the EU. The secondary goal of the thesis is to assess CRM practices and trends in the European Union with a comparison of the two selected EU countries - Germany and the Czech Republic. The thesis is based on research of primary and secondary data with the findings b...