Customer Relationship Management in the Technology Era

Aurora Binjaku, Tamara Luarasi, Hysen Binjaku


Our economy is developing very fast. Business must undertake several strategies to accomplish their customers’ requirements and to increase their revenues. Many companies are recognizing enterprise data as a strategic business asset. This information is core material to future marketing, sales, purchase and business strategies. Before a data strategy must be driven the company should have a clear situation of the processes that generate information that is necessary to know and to be studied. We take in consideration very close data for the customer. We will study this kind of information, specifically for a pay television that operates in Albania. We will study the customer relationship management as a new method which is used last years and that has as objective the creation of a close relation between business and customers. Specifically, we will take in consideration the major data that a pay television needs to have to undertake efficient strategies plans. For this, we can make use of information technology specifically mobile applications and Cloud Computing. Customers can record the data that can later be processed and is used by managerial levels. This paper is about the new information technologies implementations by making use of mobile telecommunication technology specifically the mobile phone devices such as Android and the integration with Google Cloud Technologies. We aim to give a real solution for all the companies regarding the customer interaction by making use of new technologies. To reach our goal we have taken into account a business scenario, based in an Albanian company. Author’s experience in information and management fields and the foreign authors’ studies is core to reach the conclusion. At the end, we have come to some conclusions hoping that we have gone a step forward and have contributed in this matter.

DOI: 10.5901/ajis.2014.v3n1p325

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This work is licensed under Creative Commons Attribution 3.0 License.

Academic Journal of Interdisciplinary Studies ISSN 2281 3993(Print) ISSN 2281-4612(Online)

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