منهجية إدارة العلاقة مع الزبون و تطبيقاتها في المؤسسات الخدمية : دراسة حالة : الخطوط الجوية الجزائرية

الملخص EN

Customer Relationship Management is the application of customer information to build profitable customer relationships through: knowing the customer by continually refining insights into customer need, behavior, and targeting and tailoring value proposition based on this knowledge and focusing business resources on activities that building long term relationships.

In this article, we integrated the concept of “Customer relationship management” in the company of “Air Algerie”.