إدارة علاقات الزبون التحليلية : دراسة ميدانية على عينة من المؤسسات الجزائرية

الملخص EN

This study aims to manage customer relationships analytical addressed, so by highlighting the software in place, stand on the reality of managing customer relationships analytical in the Algerian institutions, which have been measured based on the various uses on the one hand, and the criteria for dealing with customer data on the other hand, the latter was divided into three criteria are (collect, sort, and analyze) the customer data, and for this field study was conducted on a sample consisting of 32 Algerian institutions.

The study found that the Algerian institutions are still a novice in the application to manage customer relationships analytical, and not to adopt the latest software in this area.

The results indicate that all analytical customer relationships are important relative medium-management standards, and that more analysis methods used are the normal methods and statistical models.

Key words: CRM, CRM Analytical, CRM Analytical Software.