IMPLEMENTATION CRM STRATEGY AS A TOOL FOR IMPROVING THE QUALITY IN TERMS OF RAIL TRANSPORT
Keywords:
strategy, CRM, customer, qualityAbstract
The paper deals with conception of introducing CRM strategy in terms of rail transport. In nowadays, it is important to find ways how to improve the quality of services on railways and attract customers. One of the ways how to achieve improvements in the quality of services on railways can be introducing CRM strategy in railway transport company.
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References
(1) CHLEBOVSKÝ, V.: CRM: řízení vztahů se zákazníky. Brno: Computer Press, 2005, 190
s., ISBN 80-251-0798-1.
(2) DOHNAL, J.: Řízení vztahů se zákazníky. Procesy, pracovníci, technológie. Praha: Grada
Publishing a.s., 2002, 164 s, ISBN 80-247-0401-3
(3) SEKULOVÁ, J.: Aplikácia stratégie CRM v železničnej nákladnej doprave, diplomová práca,
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Dostupné na <http://dspace.upce.cz/bitstream/10195/32290/1/CL572.pdf >.
(6) IŽVOLT, L. The current status of preparation and realization of trans-european railway
lines passing trough the territory of the Slovak republic. In: 3rd International Scientific
and Professional Conference Corridor 10 - a suitainable way of intergrations, 25 October
2012, Belgrade: Proceedings of the conference. Beograd: Institut "Kirilo Savić" a.d.,
2012. - ISBN 978-86-83059-09-6. p. 80-89.
s., ISBN 80-251-0798-1.
(2) DOHNAL, J.: Řízení vztahů se zákazníky. Procesy, pracovníci, technológie. Praha: Grada
Publishing a.s., 2002, 164 s, ISBN 80-247-0401-3
(3) SEKULOVÁ, J.: Aplikácia stratégie CRM v železničnej nákladnej doprave, diplomová práca,
Žilina
(4) NEDELIAKOVÁ, E., NEDELIAK, I..: Význam stratégie a taktiky v manažmente
podnikov železničnej dopravy, Železničná doprava a logistika (elektronický zdroj), 2012,
roč. 8, č. 2, s. 78-82, ISSN 1336-7943
(5) Scientific papers of the University of Pardubice. Series D, Faculty of Economics and
Administration. 10 (2006)
Dostupné na <http://dspace.upce.cz/bitstream/10195/32290/1/CL572.pdf >.
(6) IŽVOLT, L. The current status of preparation and realization of trans-european railway
lines passing trough the territory of the Slovak republic. In: 3rd International Scientific
and Professional Conference Corridor 10 - a suitainable way of intergrations, 25 October
2012, Belgrade: Proceedings of the conference. Beograd: Institut "Kirilo Savić" a.d.,
2012. - ISBN 978-86-83059-09-6. p. 80-89.
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Published
2013-11-01
How to Cite
Sekulová, J., & Ihnát, P. (2013). IMPLEMENTATION CRM STRATEGY AS A TOOL FOR IMPROVING THE QUALITY IN TERMS OF RAIL TRANSPORT. Perner’s Contacts, 8(3), 162–169. Retrieved from https://pernerscontacts.upce.cz/index.php/perner/article/view/758
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