Podrobný výpis o publikaci

The author of the publication benefits from his long-standing and proven managerial experience gained in both domestic and foreign companies, namely in the area of customer care. In order to survive and reach success in organizations, i.e. companies in the B2B industrial markets, under the conditions of merciless competitive environment, non-stop search of new activities, forms of collaboration, specialty products and methods of communications is required. Joint actions of collaborating entities not only help to identify in good time both threats and opportunities on the market and ever changing customer needs, wants and expectations but also their reactions to newly emerging situations are more specific, better and faster. This is clearly a source of competitive advantage. Effective customer relationship management is a significant competitive edge and, in many cases, a necessary pre-condition for successful development of entities. Owing to the consistent execution of relationships development plans and hand in hand with the implementation of the latest knowledge and experience, benefits accrue not only on the supplier side, but also on the part of the customer. Thus both partners can benefit. The publication is dedicated to the whole process of management and building of relationships with customers, starting from the selection of potential customers through identifying their needs, requirements and expectations, customer acquisition, to the tools and methodology of the development and stabilization of relations, and eventual termination of a particular relationship. On the professional book market, there are only a very few publications of this type covering the topic. Therefore, this publication will be undoubtedly welcome by professional circles and those readers who are keen on customer relationship management.