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The creation of contact (call) centres and customer relations management (further only CRM) in order to improve the competitive ability of manufacturers in stagnating markets

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dc.title The creation of contact (call) centres and customer relations management (further only CRM) in order to improve the competitive ability of manufacturers in stagnating markets en
dc.contributor.author Kozák, Vratislav
dc.relation.ispartof Proceedings of the 11th Annual Conference on Marketing and Business Strategies for Central & Eastern Europe
dc.date.issued 2003
dc.citation.spage 113
dc.event.title 11th Annual Conference on Marketing and Business Strategies for Central and Eastern Europe
dc.event.location Vienna
utb.event.state-en Australia
utb.event.state-cs Austrálie
dc.event.sdate 2003-12-04
dc.event.edate 2003-12-06
dc.type conferenceObject
dc.language.iso en
dc.publisher DePaul University, Kellstadt Marketing Center en
dc.description.abstract On the basis of a description of the essence and functions of Call Centres and Marketing Communications as applied in Z ELEKTRO, the intention was to carry out some research that would enable the extrapolation of conclusions as to the role these factors play in the attainment of competitive advantage and competitive capabilities. The research study was oriented on tracking changes in the management of Pre-Sales, Sales, and Post-Sale activities-and furthermore, on determining whether CRM is understood as an entrepreneurial philosophy by the enterprise as a whole, or only by the Commercial Sales Department. The author eliminated all other external and internal influences in order to be able to precisely determine the actual contribution made by marketing activities towards increasing the competitive ability of this enterprise. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1002010
utb.identifier.wok 000251081400010
utb.source d-wok
dc.date.accessioned 2011-08-09T07:34:31Z
dc.date.available 2011-08-09T07:34:31Z
utb.contributor.internalauthor Kozák, Vratislav
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