Exploring the potential benefits of CRM systems in customer-centric age: A case study of a telecom company in Vietnam
Exploring the potential benefits of CRM systems in customer-centric age: A case study of a telecom company in Vietnam
This paper investigates the benefits of customer relationship management system to a company in the context of customer centric age, using a case study of CRM implementation in a local telecom service company in Vietnam. The findings suggest that after a long time leading the telecom market, at the moment, the company was facing stiff competition from new service providers. This competition would be even stiffer after Vietnam joined WTO and the Vietnamese telecom market will be open to competiti