(E)CRM u kompanijama na bh. tržištu
(E)CRM in Companies in The Bosnian Market

Summary/Abstract: New information economy, based on the Internet, requires companies to find new ways of creating and maintaining customer relationships. The nature of the customer relationship is largely transactional, clients set requirements that companies comply with the delivery of products or services at a fixed price. However, the purpose of customer relationship management, which all companies should strive for, is to build lasting relationships. Direct and two-way communication between customers and companies is especially important in electronic business. Strong competition and global access to information, products and services, will result in that clients expect continuous communication with the company and superior compliance with their demands. Therefore, any company that is part of "e-story”, must strive to offer high quality and personalized products and services, and many additional benefits that will attract new and retain existing customers.

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