CRM koncept i potreba zaštite privatnosti potrošača

Tanja Vujović; Sonja Vujović

doi:10.5937/

Authors

Tanja Vujović Ekonomski fakultet Univerziteta u Prištini Kosovska Mitrovica Author
Sonja Vujović Ekonomski fakultet Univerziteta u Prištini Kosovska Mitrovica Author

DOI:

https://doi.org/10.5937/

Keywords:

CRM concept, customer, satisfaction of customer, loyalty, information, privacy

Abstract

Behaviour of modern customers and their decisions in the process of buying products and services determines the futurity of companies. Because of crucial importance of customer for the survival and enterprise development, management is more and more determines for utilising of the concept of CRM (Customer Relationship Management). CRM involves harmonization of business strategy, organizational structure, human resources and information about customers, in order to each contact with customers has for result satisfaction their needs and profit. In order to create loyal customers, it is necessary to collect a large number of information about them, but it can lead to the question of their privacy and security.

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