Evolution of customer focus: from artisans and family businesses to CRM-systems

The process of evolution of such phenomenon as customer focus and its impact on the formation of trade relations has been considered. In order to study the phenomenon as a whole and the factors that influenced the changes in particular, a retrospective analysis from the era of craftsmanship to the p...

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Autor principal:	A. V. Malkova
Formato:	article
Lenguaje:	RU
Publicado:	State University of Management 2021
Materias:	customer focus business relationship trust loyalty industrial revolution automation crm-systems marketing Electronics TK7800-8360 Management information systems T58.6-58.62
Acceso en línea:	https://doaj.org/article/94f67f431d454ef8821f21864db68470
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id	oai:doaj.org-article:94f67f431d454ef8821f21864db68470
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spelling	oai:doaj.org-article:94f67f431d454ef8821f21864db684702021-11-14T15:54:17ZEvolution of customer focus: from artisans and family businesses to CRM-systems2658-34452686-840710.26425/2658-3445-2021-4-3-43-49https://doaj.org/article/94f67f431d454ef8821f21864db684702021-11-01T00:00:00Zhttps://e-management.guu.ru/jour/article/view/163https://doaj.org/toc/2658-3445https://doaj.org/toc/2686-8407The process of evolution of such phenomenon as customer focus and its impact on the formation of trade relations has been considered. In order to study the phenomenon as a whole and the factors that influenced the changes in particular, a retrospective analysis from the era of craftsmanship to the present day has been made. Special attention has been paid to industrial revolutions as stimulators of change, and to the peculiar boundaries of the periods of using different approaches to trade and business interaction. The article also touches on the topic of direct marketing, as a prototype of today’s business relations. In addition to the history of marketing and the impact of industrial revolutions on the development of the relationship between seller and buyer, the paper considered and analysed such a phenomenon as the automation of production in order to create a fullfledged picture, reflecting the reasons for the creation, the essence and relevance of CRM-systems in the modern world. CRM-systems in this article have been considered as one of the tools of customer focus methodology, which facilitates the interaction between participants in business relationships, as well as serving as a centralized directory of information about the customers. The initial and, consequently, the ultimate goal of the study was to create an interconnected scheme for the formation of a modern system of customer focus and definition of the role of CRM-systems in the whole process.A. V. MalkovaState University of Managementarticlecustomer focusbusiness relationshiptrustloyaltyindustrial revolutionautomationcrm-systemsmarketingElectronicsTK7800-8360Management information systemsT58.6-58.62RUE-Management, Vol 4, Iss 3, Pp 43-49 (2021)
institution	DOAJ
collection	DOAJ
language	RU
topic	customer focus business relationship trust loyalty industrial revolution automation crm-systems marketing Electronics TK7800-8360 Management information systems T58.6-58.62
spellingShingle	customer focus business relationship trust loyalty industrial revolution automation crm-systems marketing Electronics TK7800-8360 Management information systems T58.6-58.62 A. V. Malkova Evolution of customer focus: from artisans and family businesses to CRM-systems
description	The process of evolution of such phenomenon as customer focus and its impact on the formation of trade relations has been considered. In order to study the phenomenon as a whole and the factors that influenced the changes in particular, a retrospective analysis from the era of craftsmanship to the present day has been made. Special attention has been paid to industrial revolutions as stimulators of change, and to the peculiar boundaries of the periods of using different approaches to trade and business interaction. The article also touches on the topic of direct marketing, as a prototype of today’s business relations. In addition to the history of marketing and the impact of industrial revolutions on the development of the relationship between seller and buyer, the paper considered and analysed such a phenomenon as the automation of production in order to create a fullfledged picture, reflecting the reasons for the creation, the essence and relevance of CRM-systems in the modern world. CRM-systems in this article have been considered as one of the tools of customer focus methodology, which facilitates the interaction between participants in business relationships, as well as serving as a centralized directory of information about the customers. The initial and, consequently, the ultimate goal of the study was to create an interconnected scheme for the formation of a modern system of customer focus and definition of the role of CRM-systems in the whole process.
format	article
author	A. V. Malkova
author_facet	A. V. Malkova
author_sort	A. V. Malkova
title	Evolution of customer focus: from artisans and family businesses to CRM-systems
title_short	Evolution of customer focus: from artisans and family businesses to CRM-systems
title_full	Evolution of customer focus: from artisans and family businesses to CRM-systems
title_fullStr	Evolution of customer focus: from artisans and family businesses to CRM-systems
title_full_unstemmed	Evolution of customer focus: from artisans and family businesses to CRM-systems
title_sort	evolution of customer focus: from artisans and family businesses to crm-systems
publisher	State University of Management
publishDate	2021
url	https://doaj.org/article/94f67f431d454ef8821f21864db68470
work_keys_str_mv	AT avmalkova evolutionofcustomerfocusfromartisansandfamilybusinessestocrmsystems
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Evolution of customer focus: from artisans and family businesses to CRM-systems

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