Управління відносинами з клієнтами як метод підвищення їх лояльності

The goal of the qualification work is implies basically will be talking about Customer relationship management, a little bit about the e-CRM and how these affects customer loyalty to brands or companies. Customer relationship management has a broad scope and covers a lot of areas in regards to how to handle customers coming in to an organization. The object of research is the customer relationship management. In the main section of the work the essence of evaluation of CRM, schools of thought in CRM, benefits of CRM, brand loyalty, CRM success factors, service level agreements, CRM in Marketing were observed