Upravljanje odnosima sa klijentima u e-poslovanju
Customer relationship managament in e-business

Summary/Abstract: Companies have always faced the task how to withhold the clients with whom they have realized business coorperation. E-business in its specific form represents business which has no direct physical contact with clients. The complete business process takes place in the virtual world. Therefore, it is rightly asked how to manage relations with the clients in the virtual world. The relations with the clients in e- business represent a new phase of marketing development.These relations are reflected in the development of close relation and cooperation with partner companies, customers and suppliers on the Internet.Companies developing e - relations create a competitive advantage while, in the meantime, they also meet contentment and loyalty of their clients in e - business by introducing the CRM concept. In this paper will be examined how much the global business trends are applied in Bosnian companies which deal with e - business and how much they are familiar with the concept of CRM. We will try to get information to what content sales; marketing and customer service are united in the creating of united fronts toward the last client.In addition, we will try to get information how many companies have a software solution to support the sale and use of communication channels. The aim of this paper is to determine to what content the companies are familiar with the concept of CRM based on the performed research and whether they are used to manage the relations with customers in electronic business.

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