دور إدارة علاقات العملاء في تحسين جودة الخدمة : دراسة حالة مؤسسة اتصالات الجزائر. المديرية العملية للاتصالات لولاية المدية

Abstract EN

While the competition grow, the acceleration to attend customer’s satisfaction and loyalty doubled.

Now, organization and societies have to follow strategies and take measures in order to draw a hole picture by alighting all angles and details to their customers.

So, they need to analyze and organize the huge number of informations concerning customers.

Otherwise; being in touch with customers, knowing their feeling, their needs, and their expectations needs a good relationship management.

That can be an introduction to manage customer’s service, and ameliorate the quality of the service.