THE BASIC DIMENSIONS OF CUSTOMER RELATIONSHIP MANAGEMENT AND AN APPLICATION IN MEDICAL SUPPLY LOGISTICS

Authors : Fahriye UYSAL

Pages : 129-145

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Publication Date : 2004-05-01

Article Type : Research Paper

Abstract :Within the framework of firm-customer interaction, this research aims to assess the extent of firm’s commitment to customer problems and needs, and to determine the underlying dimensions of the interaction and their order. The research covers the customers of a logistics firm importing medical supplies. The research results indicated that the firm’s performance was behind the customer expectations. The order of the fundamental dimensions with view to their role in the firm’s success in customer relationship practices was determined to be as follows: relationship management, opportunity management, target management, salesforce automation, and technology use
Keywords : Customer Relationship Management