You are on page 1of 29

c  

„  
             

 
 
  
         

       „     

 
     „
        
      

„ !       

"   
         „  !          


      
   
       

#
 $ 
 %  

    


          &  

„  


    

$                       




       


           
   

  '                    %   

    
    
 
       
 

          


         


  
  
             
   
      ()*  +,,-. 

  
 / (0111.     
     

  
       

     )*   (+,,-. &  

                     2   


 

   %              

3       


     

         


       
    

 
  
     
    

   

   /

        
  
   
   


            
         

3        


         


      4    

      
       

    
                 
  




'    
       
    
       

 "    


  
    



    "          

%     


       
 

  
      
 $           
     
 $&     3

     
             

 

            
     
     

 
                    (5  

+,,6.              


   
 

   „       


       

    


  
 
      ()*  

+,,-.


   


!  7          !        089  -19

   "     +-         


      ! 

)        &   


   

"           


     

    
7    &        


     
 
 4      

            


!             
    

 
       : 7       
       

  
       
  
    

          


     
 

   

         "     


  
  ;   < ;

;=   ;     


       
  

 
     !    "   4       01   

 
      8             >/? 0-

7    01+1

       
                     

 
                 
     

       


&

 
    3 

 
    
    
   


    
          
@  

             


 
  

    

 
„ 

   c 


"    &A1 B  


   
    

  <  "               """      "   "

    

       <  "$     


                   4      

      


  "        3 

                

       


  3    

    01  


       

     A8     0C     "  )     

<  /    (-    .   "   „      

<0+" 2!3@/
/  @C 

„ 
< 

3     " $     


      # $ $  


          


  / 7     /   D

   


  
       

 
  81        &  '   

       7 7 E'7 (F  .
=  (8  .  !   '  (+-  .     <  

<C        

"

   
  
 
 (!.   
  

   
   &  D   
         3


         
           &  

 
    :

ÃV "         


               

  

ÃV "     
             


% 
  

ÃV                         

  
  

ÃV "      


       

!       


   
   

    


     
  $  
 

               !       


 

D !       


     

      
    

         
 

   
           
   " 

    


    < E! "G"
 

            !          

      !             


 &  

 
       #

 $            




 
 " 
             
     
  

# $    %   ! < 

E !  ) (011+.


 
            

      

  
                

   
                  
 &      

 4      


      
  

       


    
   

  D              

 
       
 
     
  &  

H     G        


        

      

 




 


    
         
       
  

  
           
   

         (<


011+I!   EC

011+. "   


          
      
    

 
   
 
  (!.     
  

     



  
  ()  E! 

+,,,I=  +,,,.

"  +,F1    @                  

     
  @             

                     

     


  

7(+,6-.   
  
 
   
  

     
    
     7  

      


       
   

 
    /          
    

 
            
            
   
  7      
      

 
   
 
 :            

    
     
           

 
 
           &           

  
 
 
       


 
 

!
  (011-.      
      !$     

        &!       

                $   


   7

 

 
              

     



 &   

< (011+.           !     

        


      
   

 
 $     &        

          3


  E "  (0118.        


    „      E    !       


               
   %      

      %   


/  7  
     C   ( 011A .   
   

 
              
   

     ! 


    
      

                       

!     
    
      
   
 

          



    
    & 

         

         
     

     

<   C
 (011-.   
   
 ! 
 
 

         "        


      
   
 
  
    

 
 
              

          


    
   

    J  


K 
   !    
    

 
$ 

      
  
  


      '        


   
        J 

 
K  
     &
      
    

          


  /
 

    
       &  
   
     
   

 
3      
   
   
  

  J&     K    ! "         


   

                


   &     
$ 

 
   
 
 '     
  

  
  (J   
K 
  .
        

 
     
            


 

 
 & 

       

 
3     
 & 
 
  

 
       !         
      
 

  
 $  
   
 
   


          
   (    .  

           L   

  

    


        

             


  
     

    
   (!  0110.

 




3
   
     $   
  


     %   


&

  
     

      


      :


V   
        


V       


V    


V  
  


    


V  
     


V <   


V "      
      
 


V      
      


   !/   
      

         


&
        

 
 

      
   
            

J
 
 
 K3 
 
!    

   
     
 
      

       


&   "   ! 
  
 

    
         

   
 
          

   

      D              

         :  


   
 
 

     


  
         

 

3  
               ! 

„       


   "   
!

        


  '   !      
 

  
 3      !   

  
      
  
 
  


    
   

    
             


            „           

             


  
    &    


        !    
        

    


        
        

  J 
  K  
        
   

J 
  K    < !        


 
            
   
c        

  3 

 C ) "  "      


 

$   

   0108
             

7        


 3    
 

   
     "               


   

3  
           &       

"       

 
    
       
 

   
         "     
         

               


        "   

 
3                   

  
     
      „ 

!   "       


    
    
   


   
      
    

 0          

-8   &  "!+111   


 01+1+,

    
   
"   

 
  
       

 ?-01   "      


        
!   
  

      
        „    /   " 

 D    

         

          "          

      
 
   !  

                  "   
   

      


      "     
         

            

              




      
         !       
 

          %     : 4     


    !

  M3     


   
  !   


     
M

 




„ 



'
    
                 &  


 
 !    
         


       "               

%     :


V    
! „    


V       ! 
 
   

   
 
  


V   
!      
  

  
    



V  &
  
  !               





V   !          


V        !  
        


V  &         
       



     
  
  
  


V             !         

          





 




                       

         


    

 !        !          


 „ ! / 

"      &            !  „!/  

  &         !     „!/    

   (    %    .   

                      %   

                        

 
   
&
   

  


 




V 
  

      
  
      &  

  /  "  


V     


  
 
        "  



V  



    
  -11      
    A81    

   
  
„!/ "   
    

  


V    
 


"                         


 

 %  


V Ë  
 

 
 %        

      %       


  
        

&  „!/ "  3


     

   !  


V Ë   


                       3„=3

(3     =  .           !        

    3       

               

   ) !        




ý
 


V ý „ &     
 
!   
 

       




ý    &      


   
 !    
 

       





V ý„    &   !     


 


ý    &         !      


 

 



V ý„          !    
      

   

ý    !  


        


V ý        
       ! 


  

ý        


       ! 


  

 
˜    

       


                   

   
         
          

          


             

               !  „  ! 

/ 

4          !     


          


      
   '             

     %       :

„ 

:study the conceptual framework of CRM in Organized retail stores

4         


    JK

 
 
     
     
   !  
  

    
        
   

              !   


       

                     


   

      
          

  
"             !    

         


           
  '

    
 
       !    

 „!/ 
          
%  

  &    


      
          

   

„ 

 :  @o analyze the effectiveness of CRM in improving target market

effectiveness of seasonal programs and promotions.

„            !   

  
      
 
 
      
  I

          !        

   of seasonal programs and promotions       

     
        
     
   "  

                


 

 
     !  
     
 

     

     


     

         


     
 


„ 

:  @o study the impact of CRM in increasing the revenue per customer

visit, and the number of visits by customer

4                

 &  ! 
= !$  
=

      


&      
 

            &   


  

D =        


&        

    
   
               

         


$           I    



            
     
 

        
$  &    
 
 
 

 
        
&          

 
                   
  

  3             !$   


 =    

  
       
   
  :      

 
               


„ 

:@o examine the impact of CRM in sales forecasting and understanding

the share of market.

4    
        
    

      
 <            %     

  „!/          


     
     

     @=


           

      "         @=      


    

    


 
$          

(    
 .               
 / 

             


!  

          




„ 

@o study the effect of CRM on cross selling and up selling opportunities

        !$ 


      

                  


       

 
$  I              

   
             

        


   
  
   
       !
&     

   :   

 
  
          

!          

„ 

  @o identify the effectiveness of CRM on customer satisfaction and

retention.

" 
   
       
 

7   


  <  <   =         

 
 !    3 !  
    &   
     

    I   „!/  


    

    &         !$            


          


   

„ 

 : @o explore the potential challenges imposed by factors in effective

implementation of globalized campaigns to manage Customer relations.

3                     &     

   
         

        


       
            
  

 
     
   (+.           

        (0.    

      
    

  
    
 
     

(-. 4                 


    
   (A.    

 
 
  (8. @       (F. 

       

      (N. "   


         (6. = 

           (,. D              (+1.

               
              

  "!2)!32G!       

       


       

 ) 

 

 

"         &                  

 &    :


V „  !  / 
       
   !    

                  "     

   !             

      
     "   
     
 

 
 

  
          


 &       
         
 "   


  
 
       !

    
         


    &   


V '                     
   

                     


    

  
         
      /  '

3
   



V „  !  /   %             

     


   
       
     

       


             %

       !  


               

    



   L        
 

    

V '       „ ! /       

              


  


   &           




    


 

      


 

V                


       !  

    


     
       &   

     &     


           


  %                 

      / '3


  

V " 

    %       


      0AHN  

   

    %  


V „ ! /       @    


 
              


      
   

V "              % 


 


        
     

            


   
   O

 


V „  !  /              &  


 
@ 
    / =
 

           


        
 @ 


=




c   !





V

4          


            

 
 


V 3
              

     "2)!32G !         

   3         )             

    


V 3  
   4"73C 
  

        
          


        

You might also like