PT  - JOURNAL ARTICLE
AU  - Lendel, Viliam
TI  - Problems and Key Factors of CRM Implementation
DP  - 2009 Dec 31
TA  - Communications - Scientific Letters of the University of Zilina
PG  - 56--60
VI  - 11
IP  - 4
AID - 10.26552/com.C.2009.4.56-60
IS  - 13354205
AB  - 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.