Features of administration of cooperation with clients at enterprises
Journal Title: Вісник Житомирського державного технологічного університету. Серія: економіка, управління та адміністрування - Year 2018, Vol 84, Issue 2
Abstract
The article deals with the key theoretical foundations of the cooperation administration process with clients at the enterprise, in particular, the essence of the concept of administration in relations with consumers is revealed. The components that characterize еру relations with clients are considered. The classification of types of cooperation with the clients is considered, the approaches of scientists to the evaluation of the efficiency of administration of interaction of the enterprise with the consumers are considered. The authors identify and characterize the elements of the system of administration of cooperation with clients at the enterprise, among which are subjects, objects, goals and objectives, methods, the tools of influence, resources, parameters. The paper investigates the key problems of administration of interaction with consumers at domestic enterprises including the low client orientation of Ukrainian business entities, the lack of a holistic client-oriented strategy. The recommendations for the solution of the identified problems are formulated. In particular, it is recommended to introduce the system of client-oriented monitoring of the company's employees who are relevant to customer service that will improve customer loyalty indicators due to the improvement of the quality of the service provided by employees. At the same time, the functions of such monitoring, the technology of its realization as the logical sequence of certain stages are disclosed. The list of indicators for its conducting is established. The scale of values of the client's customer orientation assessment is formed. The importance of practical implementation of one of the important directions of improving the administration of cooperation with clients is substantiated, namely: the active use of the information support systems in the process of cooperation of the enterprise with the consumers. In this aspect, the relevance, advantages, disadvantages and peculiarities of establishing CRM systems are disclosed.
Authors and Affiliations
L. I. Chernobay, T. V. Yasinska, Yu. O. Shyron
Keywords
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