Matrix method of strategic customer-based decision making process in enterprises
Journal Title: Науковий вісник Полтавського університету економіки і торгівлі. Серія "Економічні науки" - Year 2015, Vol 2, Issue 71
Abstract
Customer satisfaction is becoming a key condition for the functioning and development of modern enterprises in a competitive business environment and makes it necessary to develop the methodology for management decision-making in this area. Aims and objectives: identification of characteristics and development ofmatrix method for strategic customer-based decision making process in enterprises. The paper considers the content and features of matrix method for making strategic decisions in enterprises . Two-criteria matrices to select a priorities of customer-based strategies have been developed taking into accountsuch criteria as the favourablenessof external environment, the internal readiness for the implementation of CRM-principles and their compliance with overall development strategy of the enterprise. The use of strategic management matrices provides essential decision-making tool for the development of relations with customers.
Authors and Affiliations
Natalia Krasnokutska, Ruslan Tikhonchenko
Keywords
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