Customer relationship management as a source of companies competitiveness in changing environment

Abstract

Creating of business strategies and the quality of the business environment are essential preconditions for strengthening the competitiveness of companies. Competitiveness improvement of domestic companies should be focused towards the adoption of new economic philosophy, strategic management and innovation. One of the ways that can cause incensement of the level of competitiveness is development of the concept for customer relationship management. The concept of customer relationship management should be a business philosophy which seeks to satisfy individual customer needs, to build long-term relationships with customers and to transform the customer into loyal and devoted customer. In today's environment, where competition is increasing, customers are more informed and products are more accessible. Concept of customer relationship management contributes of business risk reducing, increasing the competitiveness and profit.