| Summary: | Darbe akcentuojami įmonės kaupiamos informacijos apie klientą sektoriai bei jos efektyvaus panaudojimo būdai. Išskiriami informacinių technologijų privalumai klientų segmentavimui. Sudarytas teorinis modelis kaip pasitelkus informacines technologijas turėtų būti valdoma ryšių su klientais informacija įmonės vidiniuose procesuose. Darbe išskiriamos pagrindinės ryšių su klientais valdymo sritys, kurios gali būti sustiprintos įmonės procesuose pasitelkus informacines technologijas. Įmonės sudarytą teorinį modelį gali taikyti praktikoje siekiant optimizuoti įmonėje vykstančius procesus. Tyrimo metu surinkti duomenys atskleidė, kad ryšių su klientais valdymo sprendimų pardavėjų rinka yra atvira naujiems dalyviams. === Customer relationship management (CRM) is a core process in every company. Information technologies enhances it to a new, higher level. This research is relevant in practice because of instantly growing amount of CRM software in the market. Companies must understand their needs and goals to succeed in controlling information related to customer relationships. The main object of this paper is customer relationship management through information technologies. Main tasks were to reveal essential concepts of CRM, its foundation, technical aspects. Another point was to distinguish main companies’ areas which are empowered with information technologies in customer relationship’s management. Another task was to prepare theoretical model of how customer relationships should be managed through information technologies. This model was used to prepare and perform a research on companies working in Lithuania’s business market. Research was performed to check the model empirically and prepare its practical implementation. Main results of the research showed that use of information technologies in customer relationship management is still uncommon. However companies whose financial stock is at least partly formed from foreign investors are more likely to use information technologies in CRM. To add more, market is rapidly evolving and information technologies are increasingly taking relevant part of company’s processes. Research also proved that companies who already use information... [to full text]
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