An aproach of systems analysis of CRM and improving customer satisfaction through the management of perception of waiting

Ristova, Emilija and Panov, Zoran (2010) An aproach of systems analysis of CRM and improving customer satisfaction through the management of perception of waiting. Natural Resources and Technology, 4 (1). pp. 199-205. ISSN 185-6966

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Abstract

Historically, customer - oriented companies which are interested in optaining high levels of customer's satisfaction have focused on using knowledgeable, pleasant servers to deliver high quality products and services to their target markets. In today's environment, this approach is insufficient. Changes in lifestyles on Macedonian citizens have profoundly altered consumer's values. Today's consumer not only demands quality, but also demands that products and services be delivered quickly. Companies must respod to these changes if they wish to remain competitive on the market. As customer experience a greater squeeze on their time, short waits seems longer than ever before. Is companies can improve customers will experience less frustration and may feel more satisfied with the service encounter.

Key words: customer perceptions, customer satisfaction, CRM Systems

Item Type:	Article
Subjects:	Engineering and Technology > Mechanical engineering Engineering and Technology > Other engineering and technologies
Divisions:	Faculty of Natural and Technical Sciences
Depositing User:	Zoran Panov
Date Deposited:	11 Dec 2012 08:29
Last Modified:	11 Dec 2012 08:29
URI:	https://eprints.ugd.edu.mk/id/eprint/2422

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