3 research outputs found
Impact of Electronic Customer Relationship ManagementĀ Ā (eāCRM) on Efficiency of RentāaāCar Sector in Bosnia and Herzegovina
Electronic customer relationship management system (eāCRM) is acknowledged today as obligatory concept of customer relationship management in the world of services. Therefore, research on impact of CRM and eāCRM system to efficiency of rentāaācar agencies in Bosnia and
Herzegovina is of crucial importance for companies and managers not only in rentāaācar industry, but
the tourism industry as whole.
The aim of this paper is to explore the impact of eāCRM on efficiency of rentāaācar agencies in Bosnia and Herzegovina. It explains if and how much is eāĀ CRM incorporated in everyday business of rentāaācar agencies in Bosnia and Herzegovina. Furthermore, it proves that those rentāaācar agencies that have recognized the significance of eāCRM in everyday business, it leads to increase of agenciesŹ¹Ā profitability shown through the level of customer retention and attraction.
This study is based on the structured personal interviews conducted with major rentāaācar agencies in Bosnia and Herzegovina. The research has several findings. Firstly, rentāaācar agencies in Bosnia and Herzegovina recognize the significance of eāCRM for everyday business. However, eāCRM system is mostly used by rentāaācar agencies that have foreign license/franchise. Secondly, reasons
behind nonāusage of eāCRM in other agencies are mostly lack of capacities, insufficient knowledge of
informationācommunication technologies of higher degree, as well as financial constraints. Thirdly, rentāaācar agencies using the eāCRM consider it as contribution to pertaining the longāterm customer relations and increase of profitability
Poslovna etika i druŔtvena odgovornost u upravljanju ljudskim resursima
Autori ovog rada, pre svega, nastoje da utvrde ulogu poslovne etike i koncepta druÅ”tvene odgovornosti u upravljanju ljudskim resursima, a potom vrÅ”e analizu poslovne prakse u Srbiji i Bosni i Hercegovini po pitanju odgovornog odnosa prema zaposlenima, fokusirajuÄi se prvenstveno na poÅ”tovanje zakonom garantovanih prava radnika, ali i na aktivnosti koje prevazilaze poÅ”tovanje zakona. Autori smatraju da postoje argumenti u prilog zahteva da menadžeri treba da poÅ”tuju prava zaposlenih, kao i da kompanije imaju odgovornost prema svojim zaposlenima, te da njihove ciljeve treba da uzmu u obzir prilikom definisanja ciljeva kompanije. Uspostavljanje meÄunarodne inicijative u vidu Globalnog dogovora UN za poÅ”tovanje ljudskih i radnih prava, zaÅ”tite prirodne okoline i borbe protiv korupcije dodatno potvrÄuje neophodnost odgovornog i etiÄnog upravljanja ljudskim resursima. Srbija i Bosna i Hercegovina su potpisnice ovog Dogovora. TakoÄe, obe zemlje uspostavile su zakonski okvir koji garantuje zaÅ”titu ljudskih i radnih prava. MeÄutim, u poslovnoj praksi dveju zemalja primetni su brojni primeri krÅ”enja radnih prava. TakoÄe, u obe zemlje nedostaju druÅ”tveno odgovorne aktivnosti prema zaposlenima koje prevazilaze zakonom definisane obaveze
CHALLENGES OF ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (e-CRM) IN RENT-A-CAR SECTOR IN BOSNIA AND HERZEGOVINA
Customer relationship management (CRM) in both B2C and B2B relationships is of crucial importance for success of modem companies. It is one of the main tools for improvement of relationship with customers, especially in the demanding world of services. Therefore, the electronic customer relationship management system (e-CRM) as upgraded version of CRM represents today not an option but an obligation for efficient and profitable customer relationship management. The use of e-CRM leads to increased profitability through attraction of new and retention of old customers. Thus, understanding the impact CRM and e-CRM have on efficiency of service industry; in particular tourism industry is of crucial importance for companies and managers. The aim of this paper is to provide the theoretical background and present discussions on implementation of CRM and e-CRM system particularly in tourism industry relating it to rent-a-car sector as part of the tourism industry. Furthermore, the paper explores the implementation and impact of e-CRM system in rent-a-car agencies in Bosnia and Herzegovina. This paper provides insight into the level of incorporation of e-CRM in rent-a-car agencies and their everyday business activities. Additionally, it proves that e-CRM leads to increase of profitability through the higher level of customer retention and attraction particularly in those rent-a-car agencies that have recognized the significance of e-CRM and have incorporated it into their business strategies. The paper is backed up with field research through structured personal interviews conducted with major rent-a-car agencies in Bosnia and Herzegovina. The research findings indicate that those rent-a-car agencies that have implemented (e)CRM in their everyday business have benefited from it through increased level of customer retention and attraction