İstanbul İlinde Faaliyet Gösteren Orman Ürünleri İşletmelerinde Müşteri İlişkileri Yönetimi Yöntemleri ve Sonuçları

Bu çalışmada, orman ürünleri sanayi

Customer Relationship Management Methods and Their Benefits in Forest Products Enterprises in Istanbul

In this study, customer relationshipmanagement (CRM) methods and the benefits ofCRM practices in the forest products industrywere investigated. Whether mean CRM gradesand results differ by the demographiccharacteristics of employees and sector were alsostudied. 344 forest product business managers(lower, middle and senior managers) werepersonally interviewed for the study. Severaldescriptive statistics (such as frequency,percentage, arithmetic mean), independent-t testand one-way ANOVA were employed in thestudy. The data was analyzed using SPSSstatistical package program. The business mostfrequently used the “face-to-face interviews withcustomers” as the CRM method while “improvedservice quality” was the greatest benefit of theCRM method.

Kaynakça

Agrawal M.L. 2004. Customer relationship management (CRM) & corporate renaissance. Journal of Services Research, 3(2): 149-171.

Kaynak Göster

APA Akyüz, İ , Ersen, N . (2017). İstanbul İlinde Faaliyet Gösteren Orman Ürünleri İşletmelerinde Müşteri İlişkileri Yönetimi Yöntemleri ve Sonuçları . Düzce Üniversitesi Orman Fakültesi Ormancılık Dergisi , 13 (1) , 51-59 . Retrieved from https://dergipark.org.tr/tr/pub/duzceod/issue/30178/325921