CRM

.

:

...

, 2012

CRM

.

:

...

...

, 2012

............................

............................

............................

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...

Copyright . , 2012

. All rights reserved.

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CRM

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SWOT PEST . CRM

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CRM

CRM

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CRM. , e-CRM

CRM . ,

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Abstract

Abstract

The rapid developments that have been accomplished both on an economic

and social level in recent years, have brought about new and unprecedented

realities in fields that are directly related to the social and economical

conditions, such us, distinctively, the field of insurance intervention. The

sudden reduction of salaries and the continuously soaring percentages of

unemployment, daily restrict the purchasing potential of consumers, while, in

the same time, the formulation of new alternative means and availability

networks of insurance provisions, has contributed significantly - and

inevitably - to the shrinking of work executed by insurance intermediators.

This thesis aims at examining whether CRM strategies could be

implemented in the field of insurance brokerage, so as to improve this

sector's competitiveness. Initially, an effort of an overview of this sector is

being made through the explanation of basic concepts, the reference of the

products and the presentation of technical market analysis, as well as SWOT

and PEST analysis of the field. Following, definitions of CRM are given from

bibliography and historic tracing of the relationships between merchants and

customers is done. Moreover, the aims that a CRM strategy promises to

achieve are dissected and the difficulties that may arise during the

application of CRM are mentioned and in which way they can be dodged.

Afterwards, the structure and architecture of information systems of CRM are

presented along with the kinds and competitive advantages of these

systems. Concurrently, an overview of e-CRM is conducted, and a further

insight as to whether the CRM systems are integrated in Greek enterprises.

On a final note, an effort is being made to integrate the strategy and

information systems of CRM into the field of insurance mediation. With that

effort in mind, the basic components, which are being proposed to be

included in the CRM of an insurance mediation company that intends to

utilize this tool and to integrate it into its daily operations in order to improve

the management of its clients, are being analysed.

Keywords: Customer Relationship Management, Insurance brokerage, CRM

systems

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CRM

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1: .................................................................................. 9

1.1. ............................................................................. 9

1.2. .................................................................................. 9

1.3. .................................................................................... 10

2: ........................... 11

2.1. - .................................................................... 11

2.2. .......................................................................... 18

2.3. .......................................................... 19

2.4. .................................................................. 21

2.5. S.W.O.T. ................................................................................. 33

2.6. P.E.S.T. ................................................................................... 40

2.7. ....................................................................................... 44

3: .......................................... 46

3.1. ................................................................................................ 46

3.2. CRM ............................................... 47

3.3. - Relationship Marketing

CRM .......................................................................................................... 52

3.4. CRM ....................................................................... 57

3.5. CRM ...................................................................................... 58

3.6. CRM,

............................................................................................ 60

3.7. ....................................................................................... 67

4: CRM ............................................... 68

4.1. ................................................................................................ 68

4.2. CRM .................................... 70

4.3. CRM ............................................................................................. 72

4.4. CRM...................................................................... 74

4.5. CRM .................................................................. 79

4.6. e-CRM .................................................................................................... 84

4.7. CRM ....................... 85

4.8. ....................................................................................... 92

.

5: CRM ................................ 94

5.1. ................................................................................................ 94

5.2. ................................................................................. 95

5.3. ............................................................................................... 96

5.4. ........................................................................................... 102

5.5. - Reporting ........................................................ 105

5.6. ....................................................................................................109

6: ............................................... 111

................................................................................................... 115

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1: 9

1:

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Relationship Management, CRM),

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2012 :

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(CRM).

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(reinsurer) (, 2007).

Bancassurance (- ):

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A.

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2 http://www.investorwords.com

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Technologies ,

26/10/2011,

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2011 74% (60%

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56% 2008.

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agency system

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2.5. S.W.O.T.

(direct ,

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direct 5.

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2: 40

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2.6. P.E.S.T.

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(Political)

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insuranceworld7,

EIOPA (European Insurance and Occupational Pensions Authority)

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(Economical)

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2: 41

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8 http://www.insuranceworld.gr

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2: 42

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0,5%, , 6,3%

2011, Eurostat,

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http://www.imerisia.gr

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3:

3.1.

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(Chen & Popovich, 2003).

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(Nguyen et al., 2007).

H , ,

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(Prabhaker, 2001).

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(Customer Relationship Management, CRM).

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3: 47

3.2. CRM

Customer Relationship Management (

) ,

. , CRM

. CRM

,

,

,

. (Boulding et

al., 2005)

CRM .

,

:

Harker (1999) CRM

, ,

.

CRM , ,

. (Kalakota & Robinson, 2001).

Tiwana (2001) CRM

,

.

Parvatiyar Sheth (2001) CRM

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Bose (2002) CRM

.

.

3: 48

, CRM

Kim et al. (2003) CRM

,

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CRM ,

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(Smith, 2006)

Chang (2007) CRM

,

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CRM .

, .

:

Kutner Cripps (1997), CRM

:

o .

o

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Winer (2001) CRM :

o ,

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3: 49

o

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o CRM.

CRM, Ryals & Knox (2001)

:

o ,

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o

( ).

o

.

o ,

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o

(process management).

o

,

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o

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Reinartz & Chugh (2002) CRM

:

o

o CRM

o CRM

o

o

o

o

o

o CRM

.

3: 50

Sin et al. (2005) CRM

:

(key customer focus), CRM (CRM

organization), (knowledge management),

CRM (technology-based CRM).

3.1.:

3.1.: CRM (Sin et al., 2005)

Yim et al. (2005) 4

CRM,

(customer satisfaction), (customer retention)

(sales growth).

3.2 :

o -

o CRM

o

o CRM (Incorporating CRM-Based

Technology)

.

3: 51

3.2.: CRM (Yim et al., 2005)

Kumar Reinartz (2006) CRM

:

o ,

o ,

o

o CRM.

.

3: 52

3.3. - Relationship

Marketing CRM

Sheth & Parvatiyar (1995)

-

(Pre-industrial era), (ndustrial era)

- (Post-industrial era).

, 3.3.

.

3.3.: -

- (Sheth & Parvatiyar, 1995)

-

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3: 53

.

Kingson et al. (1986) o

- .

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(Bartels, 1965).

.

1929,

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3: 54

.

-

, .

.

,

.

-

.

. -

:

(1) ,

(2)

(3)

(4)

(5)

.

Sheth & Parvatiyar (1995)

,

,

.

Relationship Marketing. , ;

Berry (1983) ,

, - -

.

1990,

, ,

.

Morgan Hunt (1994),

,

.

3: 55

.

.

Parvatiyar Sheth (2000), ,

. ,

:

. ,

, Berry (2002)

. , ,

, ,

, ,

, , .

Reichheld Sasser (1990) Reichheld (1996)

Bain & Co.

5%

35% 95%,

(Ryals & Knox,

2001).

%

95

90

85

84

Service 81

75

45

40

35

3.1: 5%

(Ryals & Knox, 2001)

.

3: 56

Reichheld (1996)

:

o ,

,

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o

.

o ,

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,

.

o

.

o ,

.

, .

Reinartz & Kumar (2000),

,

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,

(Customer Relationship Management, CRM).

CRM

(Information Technology, IT)

, (

), , .

CRM

,

. (Goodhue,

Wixom & Watson, 2002)

.

3: 57

3.4. H CRM

. on-line

, .

, .

,

. (Rygielski et al.,

2002)

CRM

.

(Total Quality Management, TQM)

,

.

,

. (Parvatiyar & Sheth,

2001)

,

,

.

.

,

, CRM

(Yip & Madsen 1996)

,

.

,

.

.

,

. (Parvatiyar & Sheth, 2001)

Xu Walton (2005)

CRM. :

.

3: 58

o ,

o

,

o

, ,

o .

o .

3.5. CRM

CRM

, Peppers, Rogers & Dorf (1999)

CRM :

, .

Payne Frow (2006) :

CRM

.

(, Information Technology)

.

(data base), data mart,

data warehouse ,

CRM.

. ,

.

CRM

.

, (Kabiraj, 2003):

o

o

o (cross sales)

o

o

o

o

.

3: 59

Kalakota & Robinson (2000)

CRM, :

o . ,

.

o

.

o .

,

(

).

(1998) CRM

o

.

o

,

.

o

.

o .

Chen & Popovich (2001) o

,

,

.

Peppard (2000)

CRM.

,

(.. ),

,

,

. ,

,

. - ,

.

3: 60

.

.

3.6. CRM,

CRM,

. Hackney (2000) ,

CRM

,

100% . , ,

,

, ,

,

, (Schweigert, 2000).

, , ,

. Zimmer (2006)

CRM,

. Zablach et al. (2004)

.

CRM,

50%.

,

CRM. ,

Chen & Popovich (2003) : CRM

CRM.

.

,

. CRM

.

.

,

.

3: 61

( ). ,

,

.

,

.

CRM . ,

CRM .

Nguyen et al. (2007) 2

CRM . :

1. CRM.

CRM. , CRM

. ,

. ,

,

,

.

2. CRM.

, ,

.

. ,

,

.

,

CRM .

(2004)

CRM :

o CRM

o

o CRM

.

3: 62

o CRM

o

o

o

Ramsey (2003) Nguyen et al. (2007)

,

CRM:

o . CRM ,

, , . ,

,

.

CRM

.

"" ,

" "

"" . ,

,

.

o . CRM

CRM.

, ,

. ,

. (projects),

CRM (project

champion). ,

.

o CRM. CRM

.

, CRM

CRM

. CRM

." ,

CRM

,

. ,

.

3: 63

CRM,

,

. ,

,

CRM,

.

Kovacs (2006)

CRM:

o

.

o

.

o CRM

.

o , ROI (Return

of Investment, ).

o .

o .

, Kale (2004)

CRM :

1. CRM .

CRM

, CRM

,

2.

3. ,

, , CRM

,

4. ,

5.

(data mining)

,

6.

CRM

7.

CRM.

.

3: 64

, Rigby et al. (2002) 4

CRM:

1. CRM

2. CRM

3. CRM,

4.

:

1. CRM,

:

o

.

o

,

,

.

o :

CRM.

.

2.

CRM .

(

, , )

.

. , 87% CRM

.

3.

CRM

, ,

4.

.

.

.

3: 65

CRM Freeland (2003)

CRM

. :

1. .

CRM

:

o

.

, ,

,

.

o

.

, ,

, .

o CRM

.

.

,

,

. , ,

,

.

2. . ,

CRM

:

o .

.

o .

.

o

.

.

o .

,

.

3: 66

(market noise),

,

.

, (2000) (

) CRM

:

o . ,

, ,

.

o . CRM,

.

o .

CRM

.

.

o .

.

o .

,

.

o .

,

.

CRM Crockett Reed (2003):

o .

CRM

.

.

3: 67

o .

CRM .

o .

CRM,

.

o . ,

.

3.7.

H

.

"" data mining

(

)

(Chen

& Popovich, 2003).

CRM. ,

CRM

CRM.

CR,

,

. , CRM

,

. ,

CRM

.

,

, ,

,

CRM

(ROI, Return of Investment).

.

4: CRM 68

4: CRM

4.1.

,

.

(CRM system) ,

,

(Nguyen et al., 2007).

,

, ,

( )

. (Malaga, 2005). CRM , ,

.

Fickel (1999) CRM

front office (.. ,

) back office (.. , ,

) " " (touch points)

.

:

.

4: CRM 69

4.1.: front back

office (Chen & Popovich, 2003)

.

4: CRM 70

4.2. CRM

CRM . CRM

,

, ,

(Rigby Ledingham, 2004)

,

,

.

CRM

. ,

CRM

,

.

,

.

. , CRM

. ,

.

, ,

, ,

.

. ,

,

.

. (Mithas et al., 2005)

.

4: CRM 71

CRM

.

(2004) CRM :

o .

o .

o .

o .

o .

o .

o .

o ,

, ,

.

o .

Nguyen et al. (2007)

CRM:

o .

,

, .

o .

,

.

o .

, ,

. ,

, ,

, .

Swift (2001) CRM:

1. . ,

, ,

, .

2.

( business-to-

business ,

)

.

4: CRM 72

3. .

. CRM

(Return of Investment, ROI)

.

4. Y .

.

(cross-sales).

5. .

, ,

. CRM,

, .

6. .

,

,

.

CRM, , ,

.

4.3. CRM

(2004) CRM :

o CRM (operational CRM)

o CRM (collaborative CRM)

o CRM (analytical CRM)

, Chaudhury & Kuiboer (2002) Xu & Walton (2005)

4 CRM:

o Operational CRM ( CRM).

(touch

points), (contact center) ,

(contact management system), ,

, , , . ,

.

4: CRM 73

,

. CRM

.

. 100

(Kotorov, 2002). CRM

,

.

o Analytical CRM ( CRM).

,

,

.

CRM

. CRM

Kotorov (2002) .

CRM

CRM (CRM portals), (data

warehouses), ,

(Ahn, Kim & Han, 2003.).

,

.

4.2.: CRM, : Xu & Walton (2005)

.

4: CRM 74

o Collaborative CRM ( CRM). CRM

(Kracklauer & Mills, 2004). , CRM

, ,

. CRM

,

.

o e-CRM.

(touch points)

o (intranet). To e-CRM web-

. e-CRM

online ,

(e-mail),

,

,

(Rowley, 2002).

4.4. CRM

CRM

,

/ ,

. CRM

,

. , ,

,

CRM.

,

,

. (Nguyen et al., 2007)

, Winer (2001)

CRM

.

4: CRM 75

. ,

:

o .

( ,

, ).

o . ,

.

,

.

o .

.

o .

,

, .

o .

Geib et al. (2005) CRM, :

o CRM (CRM delivery processes):

(

, , ,

).

o CRM (CRM support processes):

,

CRM (

, ).

o CRM (CRM analysis processes):

,

CRM.

CRM

,

( ,

(segmentation),

(knowledge

management)).

.

4: CRM 76

,

CRM.

o (Campaign management)

.

, ,

,

,

. (one-to-one

marketing) .

,

.

,

.

o (sales management)

(

) ,

, ,

. ,

,

, .

o (Service management) ,

.

.

,

,

(complaint management).

,

,

.

.

4: CRM 77

CRM

o (Market Research) ,

,

.

o (Loyalty management) ,

,

. ,

,

.

CRM

o H (Lead Management) ,

.

, .., .

,

.

o ,

(customer scoring)

,

. ,

(Cross-selling)

, , ,

.

o (Customer profiling)

,

,

,

.

, ,

,

.

4: CRM 78

. ,

(segmentation)

.

(portfolio)

.

o

,

CRM

.

,

.

o H (Multi-channel management)

CRM.

,

o CRM,

(closed knowledge loop) .

CRM .

. ,

.

o (Performance management)

CRM.

,

CRM ,

Shaw Reed (1999).

(ABC),

,

CRM.

.

4: CRM 79

4.5. CRM

(2000) :

o

.

o

.

o 85%,

5%.

o 15%,

o

50%

o

,

.

, Cram (2004)

o

o

o

o

o

Ramsey (2003) ,

CRM, .

,

. , Davenport Klahr (1998)

. ,

. , .

.

.

4: CRM 80

Nguyen et al. (2007)

-

.

CRM,

. ,

. -

.

(Customer centricity) (

)

,

.

(the continuum). :

o (product-centric)

o

o

o

o

o

,

.

,

.

- ,

profit-and-loss (P&L) (-)

. (Wreden, 2000)

Geib et al. (2005) CRM

:

o CRM (Customer

Satisfaction Management)

o CRM (Customer

Contact Management),

.

4: CRM 81

o CRM (Customer

Profitability Management)

, :

CRM

CRM

,

.

,

. , ,

,

. ,

.

,

.

,

. ,

,

(SLA-Service Level Agreements)

.

.

,

. (Knowledge

Management Systems- KM Systems)

,

.

, ,

CRM CRM.

, ,

.

.

.

4: CRM 82

CRM

CRM

,

.

. ,

.

(touch points).

,

,

, ,

, ,

.

.

.

, .

, ,

, . ,

.

CRM

. CRM

.

.

CRM

CRM

.

.

,

.

.

.

4: CRM 83

,

,

. ,

, ,

.

,

.

, , cross-selling

( ) up-selling (

).

.

CRM

,

.

,

CRM .

,

CRM .

(data warehouse) CRM

.

,

CRM

,

.

CRM,

, ,

CRM. ,

CRM.

. ,

, .

, CRM,

CRM CRM.

, ERP

.

.

4: CRM 84

4.6. e-CRM

, (e-

commerce), online ,

.

, CRM

. CRM

,

.

,

, Web,

. CRM eCRM,

. (Kabiraj, 2003)

Sheth et al. (2001) "e" eCRM

,

. eCRM

, "e" eCRM

eCRM, eCRM ,

. 6 "e" eCRM

:

1. (Enterprises):

web

, ,

. eCRM

.

2. (Enterprise): eCRM

, (corner

.

4: CRM 85

offices)

.

3. (Empowerment): eCRM

,

(

). eCRM

, ,

.

4. (Economics): e-CRM

,

.

5. (Evaluation) :

,

.

6. (External Information): ECRM

web .

4.7. CRM

CRM2day12 online , 5

5 2001,

epr 13 . , ,

294 14 ,

263

, ,

.

, 13

Customer

Relationship Management

.

12

www.CRM2day.com 13

http://www.epr.gr

.

4: CRM 86

58%,

CRM

12 .

42% () 63%

.

CRM

(24%) (21%),

.

(.. ).

CRM

(26%)

(23%).

World Wide Web ( )

,

. CRM2day14,

(online customer service & support)

62% ,

.

,

CRM

,

(53%).

(41%),

top management ( )

.

2001,

, 38%

(increase

14 www.CRM2day.com

.

4: CRM 87

value of each transaction).

(improve lead management, 23%), 16%

2001.

(21%)

CRM ( ),

(14%).

(>2500) 37%,

CRM

34%.

13%

CRM .

, 2006, 2 ,

ebusinessforum15.

,

CRM .

,

CRM Consultant

.

2000 ,

CRM .

:

o 10

o

( 3 )

o ,

, .

196 ( 10%).

.

. ,

.

.

15 www.ebusinessforum.gr

.

4: CRM 88

(Ph.D.), . To

( 12 4),

(server)

.

,

. CRM

/

, .

. ,

, , ,

(e-mail) (link)

. 3.500

300 .

.

, .

CRM 35%,

48 %.

CRM .

. 33%

,

10%- 15% .

35%

CRM,

(custom made). 1/3

software house, (in-house). (10%)

Microsoft Excel Microsoft

Access, CRM.

20% CRM

FOOTSTEPS, CORMOS, e-NOUS web CRM

Interworks. CRM

.

4: CRM 89

Microsoft, SAP, Oracle SIEBEL

2% 8%

.

4.3.: CRM (software house) in-house

CRM CRM

.

SAP 5%

.

(custom made)

,

.

5

CRM

.

.

.

4: CRM 90

4.4.: CRM

CRM, 90%

(

) . , ,

. (70%)

,

.

marketing, CRM

manager ,

.

,

CRM

.

( 1/7) (7/7)

.

.

4: CRM 91

4.5.: CRM

, ( CRM)

65%

. 35%

(ISO,HACCP ).

,

:

( 6 -7)

33.8

30.9

(direct marketing

)

30.9

20.6

33.8

20.6

25.0

26.5

29.5

.

4: CRM 92

20.6

/

29.4

22.1

Cross selling ( ) 27.9

4.1.: CRM

, , CRM

. ,

(2012),

ERP CRM 16.

4.8.

CRM .

,

.

,

. , CRM,

, ,

, ,

. , CRM

. ,

CRM , ,

, .

, ,

CRM.

Customer

Relationship Management, ,

. ,

16

www.naftemporiki.gr

.

4: CRM 93

,

,

, .

, ,

,

CRM ,

,

.

.

5: CRM 94

5: CRM

5.1.

, ,

.

,

. ,

,

. ,

, ,

.

CRM. ,

.

, .

CRM,

. , :

o

, .

o ,

(

), .

, CRM,

(P&L, Profit & Loss),

( ).

,

.

CRM

.

, ,

,

.

.

, ,

, .

.

5: CRM 95

, CRM

,

.

,

,

CRM,

.

5.2.

,

. 1978

, ,

,

,

.

,

. ,

,

.

. , 2006

( )

.

,

. ,

CRM

-

.

5: CRM 96

. ,

, CRM.

,

.

5.3.

5.1.,

CRM

. , CRM

,

. , CRM reporting

( CRM).

.

.

.

, , , , ,

.

. (..

)

(.. ) (

, ).

. , ,

,

. .

, ,

,

,

.

:

.

5: CRM 97

,

. ,

,

,

.

,

.

. , , :

.

: / ,

(...), (...),

( ), (..), ,

( ), ,

(e-mail) ..,

. ,

( ,

, ..).

drop-down list ( ),

.

, drop-down list

, (

), ..

. ,

/ . . . 74 1021 560

75 1023 561

. . .

.

5: CRM 98

,

.

(Status), ,

, , ,

.

, ,

, ,

.

,

( ). ,

,

,

. ,

,

,

-.

,

,

,

. ,

1 5

. ,

1,

, (

)

.

,

.

,

. ,

.

.

,

,

. ,

.

5: CRM 99

. ,

,

.

.

.

, ,

.

, : ,

,

.

,

. ,

( ) .

,

. ,

, .

H

. ,

, .

,

. ,

,

. ,

, (

). ,

.

. ,

. :

, , ,

(...), (...),

( ), (..), ,

( ), , ,

.

5: CRM 100

(e-mail) ..,

(

).

(

CRM ) . ,

, ,

. ,

, () ,

. ,

, ,

, ,

. ,

,

,

. , ,

.

, ,

,

. ,

,

, ,

. , ,

, .

( ), , ,

,

( ).

(

.. ). 24 ,

,

. ,

.

5: CRM 101

,

. ,

, ,

. ,

.

.

(

),

. , ,

. ,

. ,

,

(

, ).

.

.

. ,

, ,

.

, ,

,

.

,

Profit & Loss .

.

5: CRM 102

,

,

.

. ,

, .

,

(

)

. ,

,

. ,

.

.

, , ,

. ,

, CRM

, .

,

, ,

.

5.4.

,

CRM,

.

.

(, ), .

.

5: CRM 103

, . ,

, (Workflow)

,

, ()

. ,

.

(

)

,

.

,

.

( .. ),

.

(

).

,

:

.

,

.

. ,

.

. ,

1,2 3, .

,

. ,

.

.

,

.

.

.

5: CRM 104

,

. ,

,

. 2 : ,

,

. , , ,

.

,

. ,

.

, .

,

,

,

.

:

( ),

e-mail.

, (

) .

,

.

,

.

, , ,

,

.

,

,

(

.

5: CRM 105

).

, ,

.

.

,

(day to day) . , CRM

.

5.5. - Reporting

CRM,

.

,

.

,

. , ,

, :

1.

2.

3. , CRM

:

o

.

.

, , ,

.

o .

,

.

,

, , .

.

5: CRM 106

, , , ... ,

, CRM

(man-hours)

.

2

- :

o

. ,

,

.

.

,

,

. ,

. ,

,

,

,

.

o ,

CRM.

()

.

,

,

.

, CRM

o . CRM

.

,

,

.

5: CRM 107

. ,

. ,

. ,

,

.

, .

o .

Cram (2004)

.

. ,

.

CRM,

.

. (2000) 70%

,

. ,

,

, .

o (Customer

profitability). CRM

,

.

. , CRM

,

. ,

,

,

.

o

.

,

.

5: CRM 108

. ,

,

.

o .

.

,

.

o .

,

.

. ,

,

.

o .

,

. ,

,

.

,

. ,

.

,

,

,

.

,

CRM ,

. :

.

5: CRM 109

o .

.

,

.

. ,

,

.

o .

.

.

, ,

,

.

,

,

, .

, ,

, ,

, .

, , ,

5% ,

. , ,

, ,

, (

,

).

5.6.

CRM, ,

.

5: CRM 110

.

,

o ,

.

o

.

. ,

,

.

o reporting

.

,

. ,

,

.

CRM .

,

, ,

.

,

. ,

(real time). ,

, ,

.

.

6: 111

6:

, ,

, , ,

,

, . 2010,

,

. ,

2011 2012 .

,

,

.

.

, (

),

. ,

,

,

,

.

,

,

,

. , ,

, , ,

, .

, , ,

, , , ,

, . ,

.

.

6: 112

, ,

,

,

. ,

,

,

, .

, ,

,

.

.

(Customer Relationship Management-CRM)

,

, .

CRM .

,

. ,

,

.

, , CRM,

.

CRM .

. CRM

, ,

CRM

. ,

CRM

. , ,

CRM

,

CRM.

.

6: 113

,

CRM

,

CRM.

, (reporting).

,

.

.

reporting , CRM

KPIs (Key Performance Indicators, ),

,

,

. ,

CRM ,

.

, ,

.

,

direct () .

.

CRM

,

. , CRM

KPIs

.

.

6: 114

,

.

,

. CRM,

CRM

CRM

.

.

115

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http://www.insuranceworld.gr/default.php?pname=Article&art_id=6014&la=1&

cat_id=4

Direct , Available at: http://www.nextdeal.gr

.

121

7- 8% , (22 . 2012)

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http://www.insuranceworld.gr/default.php?pname=Article&art_id=8258&la=1&

cat_id=4

CRM, (12 . 2001) Available at:

http://www.epr.gr/release/110059/

: , (22 . 2012)

Available at: http://www.thebest.gr/news/index/viewStory/155338

,

(17 . 2012) Available at:

http://www.naftemporiki.gr/news/pstory.asp?id=2200097

: (Customer Relationship Management),

: , , Rapporteurs:

, . Available at: www.ebusinessforum.gr

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http://www.eaee.gr/cms/index.php?option=com_content&view=article&id=249

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Eurostat: 23,1% 2012, (31 . 2012)

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http://news247.gr/eidiseis/oikonomia/ergasia/eurostat_sto_23_1_h_anergia_st

hn_ellada_ton_maio_toy_2012.1911644.html

EIOPA: , (5

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http://www.insuranceworld.gr/default.php?pname=Article&art_id=6384&la=1&

cat_id=8

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http://www.imerisia.gr/article.asp?catid=26510&subid=2&pubid=112943784