Russian Federation
This article is devoted to research of features of customer relationship management from the standpoint of quality management. The main stages of the process of attracting and retaining consumers are identified. The article presents the basics of building a full relationship with consumers. Implementation of the requirements and recommendations of ISO 9000 series in terms of processes associated with the consumers is considered. The comparative characteristic of existing methods of customer relationship management is given.
management, relationship, consumer, management, quality, requirements, recommendations, ISO standards, process management method.
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