Analysis of Customer Relationship Management of a Specific Company Focusing on Contact Centers

The goal of this piece of work is to understand customer relationship management and to perform an analysis of it in a particular company. The first section summarizes the theoretical basis of customer relationship management which includes definitions, history and the basic elements of CRM. The second practical part outlines information about the particular company and an overview of the methods used. After that, based on the data compiled, a gap analysis of the differences between the current states and the goals of the company is described. The third and final part concludes suggestions for improvement in order to optimize the customer relationship management by using theoretical data as well as findings the analysis