The Tendencies of implementing managing systems of business relationships in Lithuania

LTReikšminiai žodžiai: Įmonių konkurencingumas; Ryšių su klientais valdymas; Verslo ryšių valdymas (CRM); Company’s competitiveness; Business relationships with customers; Customer relationship management (CRM).

ENRetaining business relations has become a common phenomenon in the world of business as companies reinforce their strategic positions. As intensive competition dominates in contemporary market, the problems of attracting and maintaining a customer arise. The occurrence of concept of customer relationship was influenced by a growth of consumption and competition. The organisations realised how important it is to keep an existing customer and fulfil all its expectations. With the help of the customer relationship management, the quality of customer service improves, marketing and sales become more effective and competitiveness is promoted. The research in this field is carried out in Lithuania and other countries and most of them are on a theory level, whereas the practical evidence on the importance of business relations and relations with customers is insufficient. In order to analyse the customer relationship management and determine the aspects that define it, deeper and more specific insights are necessary. This article also includes the Lithuanian statistical data that help to identify the spread of use of business relationship management programmes in the Lithuanian and EU companies. [Extract, p. 123]