Importance of Customer relationship management in Taxi industry

master's thesis

• Author: Josip Stanić
• Mentor: Dora Naletina (mentor)
• Committee member: Dora Naletina (predsjednik povjerenstva)
• Committee member: Ivana Štulec (član povjerenstva)
• Committee member: Miroslav Mandić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2023-03-22, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Nowadays the modern ways of customer relationship management and new technologies are driving the whole world. Technology develops very quickly day by day and new opportunities are created every day, that's why people, especially business people, have to keep up with the modern times. The digital world is being used increasingly for any work, while the classic way of communicating, writing, and working methods are falling into oblivion and everything is moving to a modern way of doing business. The changes are most noticeable in the young generations who grow up with modern times and technology. In most organizations and companies, generations of different age groups work together, the younger and the older actually work together and adapt to each other as well as to new technologies. Management of the customer relationship is a complex process and it takes effort to organize all the customer-related processing in order to make it work in the most effective way for the business. In this paperwork, there will be elaborated CRM processes shown through the example of taxi driving companies. The digital world is being used increasingly for any work, while the classic way of communicating, writing, and working is falling into oblivion and everything is moving to a digital way of doing business and working. The changes are most noticeable in the young generations who are growing up, or who grew up with the Internet and mobile technology, and it is most typical for them that the Internet is used everywhere, in all forms of activities, and at all times of life, through the virtual world.

• Keywords: CRM; Taxi industry; modern business
• Language: english
• URN:NBN: urn:nbn:hr:148:523809
• Study programme: Title: Business economics; specializations in: Marketing in english, Managerial informatics, Management, Marketing, Trade and international business, Leadership; Course: Marketing in english; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2023-03-23 15:07:07