The customer relationship management is one of the most dynamic fields within organizations’ management. The simplest possible truth, as specialists say, is the fact that all profits are provided by customers: if there is no profit, there will be no business; and if customers aren’t, there will be no profit; therefore, if there aren’t customers, there will be no business. The opened and sincere orientation towards solving the customer problems is the key with which the marketing opens the gate to success. For business, there are only two ways of creating and supporting the superior performance on long term: an exceptional care towards the customer and a constant innovation.

The reality of these affirmations is supported by the fact that a transition from one management model focused on product towards a model focused on customer ca be observed.

Management, customer, efficiency, business, competitiveness, performance