title: Practicies of CRM Strategies Development in the Russian Companies
metadata.name: dc.contributor.author
metadata.value: Manin, Aleksandr V.
metadata.lang: -
metadata.name: dc.contributor.author
metadata.value: Vetrova, Тatiana V.
metadata.lang: -
metadata.name: dc.date.accessioned
metadata.value: 2018-02-06T15:54:40Z
metadata.lang: -
metadata.name: dc.date.available
metadata.value: 2018-02-06T15:54:40Z
metadata.lang: -
metadata.name: dc.date.issued
metadata.value: 2017-12
metadata.lang: -
metadata.name: dc.identifier.other
metadata.value: 10.21638/11701/spbu18.2017.405
metadata.lang: -
metadata.name: dc.identifier.uri
metadata.value: http://hdl.handle.net/11701/9102
metadata.lang: -
metadata.name: dc.description.abstract
metadata.value: Projects on the introduction and development of customer relationship management (CRM)
  remain one of the most demanded in the practice of modern enterprises. In case of their successful
  implementation, companies manage to significantly increase the level of loyalty of their
  most valuable customers, as well as improve their market position and financial performance.
  At the same time, a well-known fact is a high share of unsuccessful implementations of this
  kind of projects in various industries, which is largely due to the inadequate elaboration of
  strategic aspects of CRM implementation. The article presents analysis of data obtained during
  the realization of dozens of consulting projects on the development of CRM strategies for
  Russian companies. In each project the study (in the form of interviews) was conducted among
  the decision makers on the issues of CRM. The obtained results allow assessing the general
  level of interest of Russian companies in the development of strategic aspects of CRM, as well
  as identifying existing problems in this area. In addition, they should draw the attention of
  Russian company executives to the need for detailed study of the strategic component of CRM
  and to increase the expert level of the staff responsible for its implementation.
metadata.lang: en_GB
metadata.name: dc.language.iso
metadata.value: ru
metadata.lang: en_GB
metadata.name: dc.publisher
metadata.value: St Petersburg State University
metadata.lang: en_GB
metadata.name: dc.relation.ispartofseries
metadata.value: Russian Management Journal;Volume 15; Issue 4
metadata.lang: -
metadata.name: dc.subject
metadata.value: strategic aspects of customer relationship management
metadata.lang: en_GB
metadata.name: dc.subject
metadata.value: CRM strategy
metadata.lang: en_GB
metadata.name: dc.subject
metadata.value: CRM implementation
metadata.lang: en_GB
metadata.name: dc.subject
metadata.value: Russian market
metadata.lang: en_GB
metadata.name: dc.title
metadata.value: Practicies of CRM Strategies Development in the Russian Companies
metadata.lang: en_GB
metadata.name: dc.type
metadata.value: Article
metadata.lang: en_GB
resources.filename: 05-Manin.pdf
resources.url: https://dspace.spbu.ru/bitstream/11701/9102/1/05-Manin.pdf
resources.format: Adobe PDF
resources.size: 1,02 MB