Customer Relationship Management Case Study

617 Words3 Pages
The first chapter presents an overview of the background of the thesis, as well as defines the objectives and delimitations of the study, and finally specifies its research questions. 1.1 Background of the study Nowadays, all businesses are talking about customer relationship management (CRM) as a new strategic and win-win tool that dominates as the most powerful companies' competitive advantage. Along with the information technologies, CRM is changing constantly and makes us think of new generation of customers and its acquisition. The topic of this thesis work is “Influence of Company's Website on Customer Relationship Management”. The idea has appeared based on the author’s personal interests and study specialization at Saimaa University of Applied Sciences, as well as behind reviewing appropriate sources and literature. The author believes that this topic deserves a special research attention due to the lack of historical information about company's website functioning towards customer relationship management (CRM), as well as not sufficient implemen-tation of the CRM concept o...
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