1st Edition

Managing Customer Relationships Using Customer Care Techniques Strategy Development of an International Enterprise

    172 Pages 26 B/W Illustrations
    by CRC Press

    172 Pages 26 B/W Illustrations
    by CRC Press

    In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this crucial business aspect, focusing on how companies can effectively manage their customer relationships in the context of global expansion. This book stands out with its unique approach to CRM, blending theory with practice and providing readers with a deep understanding of how CRM influences the strategies of international enterprises.

    The book is divided into four main parts, each focusing on a different aspect of customer relationship management. The first part focuses on creating strategies in the context of customer relationships in international enterprises, the second part discusses the essence of the CRM concept in companies, the third part delves into the strategy of a global enterprise from the customer relationship perspective, and the fourth part centers on the evaluation and optimization of customer care strategy in modern business.

    Key Features:

    • In-depth analysis of the CRM concept in the context of international business.

    • Discussion on the evolution of the CRM idea over the years.

    • Introduction to integrated customer relationship management systems in global enterprises.

    • Analysis of the impact of social media on CRM.

    • Practical insights on measuring the effectiveness of customer care activities.

    Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise is a must-read for managers, business consultants, business students, and anyone wanting to understand how to effectively manage customer relationships in an international business environment.

    Part 1. Creating Strategies in the Context of Customer Relationships in International Enterprises
    Part 2. The Essence of the CRM Concept in Companies
    Part 3. The Strategy of a Global Enterprise from the Customer Relationship Perspective
    Part 4. Evaluation and Optimization of the Customer Care Strategy in Modern Business


    Anna Brzozowska, Ph.D., is an Associate Professor in the field of economics, in the discipline of management science. Currently, she works at the Department of Logistics in the Faculty of Management of the Częstochowa University of Technology. Since 2000, the professor’s research and teaching activity has been associated with the Częstochowa University of Technology, where she worked as an assistant, and since February 2005 as an assistant professor. From 2015 until now, she has been an associate professor. She is the author or co-author of about 180 scientific publications. Until 2018, she was the Editor of the EUREKA Social and Humanistic magazine. In the years 2018–2021, she was the Editor-in-Chief of the Częstochowa University of Technology Management’s scientific journal. The journal focuses on organization management processes, primarily logistics, marketing, information and IT aspects as well as the institutional environment influencing management in the light of integration activities. The main directions of research and studies concern four key issues: the broadly understood concept of marketing and logistics management, IT in business, EU project management, management and marketing in agribusiness, and the processes of integration with the European Union. As part of her scholarly work, Dr. Brzozowska systematically develops these issues by conducting national and international research, participating in thematic groups and research and development teams, as well as through cooperation with business and local and regional authorities. To expand the reach and scope of her work, Dr. Brzozowska has cooperated with the Mechanical Engineering Faculty, University of Miskolc; Hochschule Wismar University of Applied Sciences Technology; Technical University of Ostrava; Poltava State Agrarian Academy, Ukraine; and King Abdulaziz University, Saudi Arabia.

    Stanisław Brzeziński (Prof. Dr. Habil., Full Professor). After graduating from the University of Warsaw, he worked in central administration and diplomacy for over 20 years. In the years 1996–2018, he was employed at the Faculty of Management of the Czestochowa University of Technology, in which from 2009 he was the Deputy Director of the Marketing Institute. Since September 2018, Prof. Brzeziński has been a Professor at the University of Economics and Humanities in Warsaw. In scientific activity, he deals, among others, with the issues of sustainable development of the world economy and the role of enterprises in this process. He has authored the concept of a new marketing orientation called “Market orientation of social responsibility” as well as numerous scientific articles, monograph chapters, and peer-reviewed papers. In September 2013, he became the Editor-in-Chief of Przegląd Organizacji/Organization’s Review – one of the world’s oldest scientific journals in the discipline of management. In addition, since 2017, he has been the Vice President of the Central Board of the Scientific Society for Organization and Management (TNOiK).

    Arnold Pabian (Prof. Dr. Habil., Full Professor) is a specialist in management and marketing. He has published over 300 works, including books, articles, and papers in Poland and abroad. Many of these publications relate to sustainable management and marketing. He conducts research in Poland and abroad financed by the funds of the Polish Ministry of Science and Higher Education. He has participated in numerous scientific conferences organized in various countries around the world (the United States, Australia, Canada, Japan, Argentina, Mexico, Singapore, the United Arab Emirates, Russia, China, and others). In the years 2003–2009, he was a member of the Academy of Marketing Science (the United States). He also participated in the works of the Polish Academy of Sciences. For many years, he has held various managerial positions in the Polish higher education system. For two terms (2008–2016), he was the Dean of the Faculty of Management, Czestochowa University of Technology (Poland). Currently, Prof. Arnold Pabian is the Vice-Rector for Management and Marketing at this university. He has been awarded the Golden Cross of Merit by the President of the Republic of Poland for his contribution to the development of science. Furthermore, he has been awarded the Silver Cross of Merit, Medal of National Education, as well as many other medals and prizes.

    Barbara Pabian holds a post-doctoral degree (Dr. Habil.) in cultural studies and works as a Professor at the Faculty of Management, University of Economics in Katowice, Poland. She is an author of approximately 90 scientific publications, including books and articles published in Polish, English, and Russian, as well as a textbook for students. She has been a supervisor of many bachelor’s and master’s theses. Since 2008, she has been the Dean of the Faculty of Tourism at the WSHT (School of Graduate Studies in Hospitality Management and Tourism) in Częstochowa, as well as the Head of Post-Graduate Studies. She has been awarded the Medal of National Education. She has also obtained the Award of City of Częstochowa as well as other prizes.