Eureka! Institutional Repository

This thesis presents a survey of primary data held within the last semester of Marketing and Advertising Department. The subject of research is the investigation of electronic relationships of an export company with its customers. The main questions are whether firms who were asked to answer for the conduct of research, keep a personal page on the internet, the characteristics of the page, as well as which companies use a CRM system, the functions available, and in case they do not use a CRM system, the reasons why. First of all, the bibliography being used presents some historical elements referring to costumer management systems (CRM). Moreover, the advantages and disadvantages are mentioned as well as several kinds of systems. Subsequently, our research group conducted a survey of primary data in order to study, the way a company approaches and manages its customers. The sample size was twenty-five companies, the data collection was carried out through electronic questionnaires. The group members after studying the data and summarizing the results, they present them through tables with the help of statistical package for the social sciences.(SPSS). Furthermore, after the results are presented, conclusions are also mentioned that came up from the study tables. In the end of the thesis, the constraints are mentioned that came up during the investigation, as well as the bibliography where the secondary data were collected from, while the questionnaire completed by respondents is also included.