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الرئيسية > دور إدارة علاقة الزبون في تحقي...>الوصف

دور إدارة علاقة الزبون في تحقيق التفوق التنافسي: دراسة حالة مؤسسة - موبيليس الجزائر

العنوان المترجم: The Role of Customer Relationship Management in Achieving Competitive Advantage: A Case Study - Mobilis Enterprise Algeria
المصدر: مجلة الكلية الإسلامية الجامعة
الناشر: الجامعة الإسلامية
المؤلف الرئيسي: شرفي، جمعة (مؤلف)
مؤلفين آخرين: كواشي، مراد (م. مشارك)
المجلد/العدد: ع40
محكمة: نعم
الدولة: العراق
التاريخ الميلادي: 2016
الصفحات: 625 - 654
DOI: 10.51837/0827-000-040-020
ISSN: 1997-6208
رقم MD: 799901
نوع المحتوى: بحوث ومقالات
اللغة: العربية
قواعد المعلومات: IslamicInfo
مواضيع:
علاقة الزبون | التفوق التنافسي | التنافس التجاري | سلوك المستهلكين
رابط المحتوى:
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المستخلص: Because of the customer’s importance to the company, many methods of approaching him have been developed, especially in the twenty-first century. These methods cover mass marketing, mass communications, differentiating customers according to their importance and their profitability to the company, and establishing relationships with them on all fronts. This is known as the customer relationship management; it tries to approach every customer individually and establish a strong relationship with him to gain his satisfaction, earn his loyalty over the long term, and benefit from his ideas and knowledge to improve and develop the production and selection of the best distribution channels. This study aims at investigating the role of customer relationship management in gaining competitive advantage; it also aims at analyzing the relationship between the company of “Mobilis” and its customers. A set of conclusions have been reached. The most important one is that the application of the concept of customer relationship management as a strategic trend to achieve competitive advantage requires a radical change in the values and culture of the company, its way of dealing with customers and its production methods.
ISSN: 1997-6208

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