Communications - Scientific Letters of the University of Zilina 2009, 11(4):56-60 | DOI: 10.26552/com.C.2009.4.56-60

Problems and Key Factors of CRM Implementation

Viliam Lendel1
1 Department of Management Theories, Faculty of Management Science and Informatics, University of Zilina, Slovakia

CRM value chain identifies five key steps in the development and implementation of a CRM strategy: customer portfolio analysis, customer intimacy, network development, value proposition development, and manage customer life cycle. These five primary stages of the CRM value chain represent three main sequential phases of CRM strategy: analysis, resource development and implementation. This article deals with CRM value chain and diagnostics of the level of Slovak companies in the CRM area.

Keywords: CRM, CRM Value Chain, implementation, customer

Published: December 31, 2009  Show citation

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Lendel, V. (2009). Problems and Key Factors of CRM Implementation. Communications - Scientific Letters of the University of Zilina, 11(4), 56-60. doi: 10.26552/com.C.2009.4.56-60
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    References

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    This is an open access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits use, distribution, and reproduction in any medium, provided the original publication is properly cited. No use, distribution or reproduction is permitted which does not comply with these terms.


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