Обгрунтування впровадження CRM-системи на підприємстві

Abstract

The thesis is devoted to the aspects of customer relationship management. The theoretical aspect of this research contains the perspective and essence of customer relationship management as well as the various aspects and elements of the concept. In the second chapter of the thesis the characteristics and analysis of Turkish Airlines are suggested. Evaluation of the strengths, weaknesses, opportunities and threats of Turkish Airlines are made with a mathematical method. Evaluation of effectiveness of the implementation of the proposed measures is conducted.