Tworzenie kultury organizacyjnej zorientowanej na klienta
Creation of the Customer-Oriented Corporate Culture

Summary/Abstract: The topic of considerations is the issue of creation of customer-oriented corporate culture in various aspects. An aim of the study is to show the specific changes taking place in the corporate culture of various enterprises upon implementation of the customer relationship management (CRM) system. These are the changes arising from the need to adjust the firm’s philosophy to the CRM philosophy as well as from the changes occurring in the very employees in the process of implementation of the CRM concept. In the article, there is also indicated, what corporate cultures are the most friendly for the CRM concept, as well as the new corporate culture aimed at the customer by way of theoretical considerations and practical examples. For this reason, the considerations are based on observation and literature studies. The article is of the methodological nature, it is based on case studies.

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