THE ROLE OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM) IN IMPROVING SERVICE QUALITY
Journal Title: International scientific journal Science and Innovation - Year 2023, Vol 2, Issue 5
Abstract
Electronic Customer Relationship Management(E-CRM) is one of business concepts and technology that supported by information systems to integrate all of business proccess that customer interacted. The most common implementation of E-CRM in warehouse systems is a website. This study is to know the role of E-CRM to improve the quality of services, describe the implementation of E-CRM, understand the warehousing procedure, and know the quality of services through E-CRM in AT Multimodal Logistics. E-CRM is a strategy that integrates the concepts of knowledge management, data mining and data warehousing to support an organization's decision-making process in order to maintain long-term and profitable relationships with its customers. AT Multimodal Logistics E-CRM is applied in conjunction with general information, alternative contact, membership, automated email, and new customer instructions.
Authors and Affiliations
Zhamolzhon Khudoykulovich Dzhumanov, Baltabayev Zhaksylyk Orazbayevich, Orazbayev Abdulaziz Zhaksylykovich
Keywords
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- EP ID EP716507
- DOI 10.5281/zenodo.7927886
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