computer-aided and web-based tools in CRm

computer-aided and web-based tools in CRm - Acta...

Info icon This preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
Acta Electrotechnica et Informatica, Vol. 13, No. 4, 2013, 13–19, DOI: 10.15546/aeei-2013-0043 13 ISSN 1335-8243 (print) © 2013 FEI TUKE ISSN 1338-3957(online), COMPUTER-AIDED AND WEB-BASED TOOLS IN CUSTOMER RELATIONSHIP MANAGEMENT Izabela KRAWCZYK-SOKOŁOWSKA * , Boguslawa ZIÓŁKOWSKA ** * Faculty of Management, Czestochowa University of Technology, Al. Armii Krajowej 19 B, 42-200, Częstochowa, Poland, tel. +48 34 3250 428, e-mail: [email protected] ** Faculty of Management, Czestochowa University of Technology, Al. Armii Krajowej 36 B, 42-200 Częstochowa, Poland, tel. +48 34 3250 345, e-mail: [email protected] ABSTRACT All customers today seek easy access to a wide range of information of products and services, which are in particular available online. It is therefore especially important that an enterprise can establish relationships with consumers at each stage of their life cycle, also in the virtual space. The available computer systems must be used more widely by the company management for the purpose of improving the customer service. This study aims to present the state-of-the-art online tools which, if appropriately selected and used, enable to build relations with customers and to manage them. Keywords: customer relationship management (CRM), computer-aided tools 1. INTRODUCTION To successfully operate an enterprise, it is important to define and then pursue business goals, which include for example profit maximization, gaining of market share, increasing of sales volume, improving of goodwill, staff creativity and product and service novelty, and last but not least, finding new customers. It must be noted that one of primary goals of business is to arouse and then to maintain interest in a product or a service and to achieve a desirable level of sales. However, to make sure that the above objectives are achieved, consumer satisfaction [1] must be built which involves understanding the needs and meeting or exceeding the expectations of customers. The synergic relationships between a company and customers require appropriate and effective customer relationship management, i.e. outlining and implementation of customer-oriented processes beneficial to both parties. [2] 2. TASKS AND APPLICATION OF IT TECHNOLOGIES IN MANAGING AN ENTERPRISETHE The usefulness of IT in managing an enterprise is unquestionable, however many companies still do not avail of the possibilities that computerization creates in the field of analysis and exploration of data for the purposes of acquiring useful information in the following areas: Classification by ordering a subject into a predefined class. Estimation, when the class to which the subject has been ordered into constitutes a constant set of values frequently used in prognostic tasks based on the methodics of decision trees, neuron networks and statistical analysis, e.g. time spans.
Image of page 1

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern