Marketing i Zarządzanie

Previously: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Problemy Zarządzania, Finansów i Marketingu


ISSN: 2450-775X     eISSN: 2543-5574    OAI    DOI: 10.18276/miz.2018.53-02
CC BY-SA   Open Access 

Issue archive / nr 3 (53) 2018
Managing relationships with employees as company’s internal clients

Authors: Agnieszka Bojanowska
Politechnika Lubelska, Wydział Zarządzania
Keywords: personnel CRM HRM internal customer customer relationship management internal marketing employer branding personnel
Data publikacji całości:2018
Page range:10 (17-26)
Klasyfikacja JEL: M50
Cited-by (Crossref) ?:

Abstract

The purpose of the paper is to employ customer relationship management (CRM) conception for translating thinking about human recourses management in enterprises. Giving stuff name of internal customer is connected with perceive needs and expectations of people working in enterprise. It is important to put pressure on increasing internal customer satisfaction because this translates into customer satisfaction on the market. The author proposes a new application for the concept of external clients known for management. The suggestions for using CRM to support HRM contained in the article are based on the previous knowledge in both fields and the author's own observations. This article indicates some analogies in building customer‒company and employee‒company relationships. They can be used to match the assumptions of the CRM concept to building relationships with employees. The issues of internal marketing and employer branding are also discussed here. The issue of the impact of CRM on HRM and vice versa was also raised. It also indicated the limitations as well as the possible benefits to be achieved in the application of the CRM concept for building relationships with employees.
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