Aspects of CRM systems employed by export companies in Thessaloniki area

Abstract

The purpose of this study is to investigate the degree of adoption and the implementation dimensions of customer relationship management systems (CRM) employed by export Greek companies in the area of Thessaloniki. CRM features which could influence customer satisfaction, loyalty, retention and repurchase intention have been examined. Moreover, it was extracted that when information technology is set, some marketing variables are written down in the CRM system of the enterprise.