TY  - JOUR
TT  - A Research On The Importance Of Relatıonshıp Management In Fırms
AU  - Doğan, Doç.dr. Selen
PY  - 2009
DA  - June
JF  - ISGUC The Journal of Industrial Relations and Human Resources
JO  - isguc
PB  - Aşkın KESER
WT  - DergiPark
SN  - 2148-9874
SP  - 69
EP  - 96
VL  - 11
IS  - 2
KW  - Çalışan İlişkileri Yönetimi
KW  - İlişki Yönetimi
KW  - İlişkinin Kalitesi
KW  - Çalışan Tatmini
KW  - Çalışan ve Yönetici Self-Service’si
N2  - Because of long-term relations with customers and employees are important, this study aims at examining the concepts of CRM and ERM in detail. A company’s only sustainable advantage is its relationship with customers, business partners and employees. A commitment to developing effective relationships strengthens the fabric of the organization in the long run. Effective Relationship Management System incorporates five key sets of skills. These are positioning, hunting, coaching, leading and farming. By developing these skills, companies and managers will benefit in the long range. In order to keep customers in today’s competitive environment, a company must communicate with customers and employees constantly, trust them (and be trusted by them) and provide value to them. Relationship management and development must be the main objectives of any CRM plan. So, outstanding customer service, customer care , customer retention cannot exist without employee service, in other words employee relationship management. True customer reletionship management (CRM) cannot exist if top priority is not given to employee relationship managemet(ERM). So, if a company that wishes to be progressive must talk not only about CRM, at the same time must talk about ERM. Before a company have CRM, it must have ERM. A successfull ERM strategy and implementation will guarantee that your employees’ individual goals are in line with the corporate goal of customer satisfaction and retention while developing a unified internal workforce. In this study, firstly the importance and content of relationship management have been considered. Then a case study on the importance of employee relationship management on a manufacturing firm  has been carried out.
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UR  - https://dergipark.org.tr/tr/pub/isguc/issue//268820
L1  - https://dergipark.org.tr/tr/download/article-file/235487
ER  -