Ryšių su klientais valdymo sistemos taikymo privalumai ir trūkumai Lietuvos viešojo judriojo telefono ryšio organizacijose
Customer relationship management advantages and disadvantages in organizations of Lithuania's public mobile telephone networks

Summary/Abstract: In modern-day society with rapid technological changes, the investment into information technologies is continually growing all over the world. Therefore, up-todate information technologies and systems emerge as one of the fundamental attributes of and organization’s competitiveness. In order to guarantee the success of an organization, it is important to search for new investment solutions, helping the companies to develop individualized and differentiated ways of interacting with the customers, ensuring their loyalty as well as enabling to remain competitive on the market. The customer relationship management (CRM) systems are more and more invoked for the implementation of such objectives. With an increasing number of organizations that install such customer relationship management systems, it becomes more and more relevant to study, analyze, research, and assess such technologies as well as their benefit to business organizations. Subject-matter of analysis – customer relationship management (CRM) system. Primary aim of the article – to research and assess the advantages and disadvantages of application of the customer relationship management (CRM) system in the Lithuanian public organizations rendering mobile telephone connection services. Tasks of the article: to analyze scientific literature on the customer relationship management (CRM) system; to perform the assessment analysis of the customer relationship management (CRM) system; to systemize and generalize the results; to make findings and suggestions. Methodology of the article: analysis and generalization of scientific literature; questionnaire; statistical data systemization and processing; The conclusion of the thesis covers the assessment of advantages and disadvantages of the customer relationship management (CRM) system. The hypotheses, lodged prior to research, were either confirmed or denied.

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