Oczekiwania i zadowolenie klienta jako wyznaczniki kierunków doskonalenia znormalizowanych systemów zarządzania
CUSTOMERS EXPECTATION AND SATISFACTION AS DETERMINANTS OF NORMALIZED MANAGEMENT SYSTEMS IMPROVEMENT

Summary/Abstract: There is very important to focus attention on customers expectations on the way of management systems improvement. It is especially important meter for service companies which stay in direct relation with their clients. On the basis of IT enterprise author introduces a systems mechanism concerning the customer relationship improvement, which use survey research, CRM system and employees engagement.

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