Organizations that monitor customer needs or so-called customer-focused organizations are usually more successful than organizations that are unaware of the importance of customer relationship management. Long-term connection with customers enables their loyalty and maintaining their satisfaction.
The purpose of the diploma thesis was to determine the opinion of employees regarding the introduction of a customer relationship management system in the organization Kefo, d. o. o. The research was conducted using a survey method. We wanted to find out how, according to the employees, the introduction of the system would affect communication and customer relations.
The research found that employees generally have a positive opinion about the introduction of the system in the organization as well as that its introduction will improve communication and customer relations, as only good customer knowledge, quick response, good professional support and providing customized services, a good foundation for a loyal customer organization to have.
It is important for the organization that employees become familiar with the operation of the customer relationship management system. The proposed improvements are the organization of trainings and workshops for employees and the building of a positive attitude of employees towards the introduction of a new way of working and thinking in the organization.
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