INFORMATION AND ANALYTICAL SUPPORT OF THE CUSTOMER-ORIENTED STRATEGIC MANAGEMENT IN THE SYSTEM OF CORPORATE SECURITY OF CONSTRUCTION ENTERPRISES

  • Ірина Олександрівна Філатова O. M. Beketov Kharkiv National University of Urban Eсonomy http://orcid.org/0000-0003-4405-3561
Keywords: customer-oriented management, information and analytical management support, construction enterprises, corporate security, strategic management

Abstract

The subject matter of the research is the customer-oriented management in the system of corporate security. The goal of this article is to study the specifics of introducing the customer-oriented strategic management of corporate construction enterprises and the information and analytical support of this process. The main tasks are: to study the impact of the customer-oriented management on the corporate security of construction companies; to study strategic aspects of introducing the customer-oriented management in the activity of corporate construction enterprises; to develop a model of information and analytical support of the customer-oriented strategic management. The general scientific and special principles and methods of scientific research were used while writing this article, in particular – theoretical generalization, comparative analysis, graphic, analysis and synthesis. The following results were obtained: the features of the customer-oriented strategic management of corporate construction enterprises in the system of their security were studied in the article and the author’s definition of this concept is suggested. The main directions for developing the strategy of the customer-oriented management of corporate construction enterprises were determined. The model of the information and analytical support of the customer-oriented management in the system of the corporate security of construction enterprises was developed. Conclusions. An enterprise that seriously focuses on the customer-oriented management and successfully works with customers where a customer becomes the centre of all operations and decisions made will necessarily achieve success in the strategic term. Within the customer-oriented management, the structure of an enterprise and its every department should be customer-oriented. For example, many companies use a line diagram to describe the organization of functions and job specifications. Although this is a useful way of presenting information and it usually replaces the hierarchical approach, the best alternative is to visualize the departments where the work is done as interconnected circles with a client in the centre. The customer-oriented management should become a part of the corporate culture of the corporate construction company so that each employee of the enterprise understands the value of a customer for the enterprise and tries to create the value of the enterprise for a customer. Only this approach makes it possible to maintain stable operation and develop enterprises in a competitive external environment.

Downloads

Download data is not yet available.

Author Biography

Ірина Олександрівна Філатова, O. M. Beketov Kharkiv National University of Urban Eсonomy
O. M. Beketov Kharkiv National University of Urban Eсonomy, Assistant Professor at the Department of Financial and Economic Security, Accounting and Auditing

References

Alexander, D., Turner, C. (2002), The C.R.M. Pocketbook, Published by Management Pocketbooks Ltd, U.K., 128 p.

Buttle, F., Maklan, S. (2015), Customer Relationship Management: Concepts and Technologies, Third edition, Published by Routledge, Abingdon, Oxon, 427 p.

Roberts-Phelps, G. (2003), Customer Relationship Management: How to turn a good business into a great one!, Reprinted by Thorogood, London, 243 p.

“Customer Relationship Management (CRM) Applications”, available at: http://www.oracle.com/us/products/applications/siebel/overview/index.html (last accessed 5.05.2018)

Anderson, K., Kerr, C. (2002), Customer Relationship Management, Published by The McGraw-Hill Companies, USA, 177 p.

Seleznova, O. O., Zakharchenko, O. V. (2015), “Development of Companies’ Marketing Communication Tools”, Australian and New Zealand Journal of Fundamental and Applied Sciences, № 1 (15), Volume III, “Sydney University Press”, P. 171-176.

Porter, M. (2008), The Five Competitive Forces that Shape Strategy, Harward Business Review, p.86.

Koll, O. (2003), “Stakeholder Value Creation and Firm Success”, Advances in Business Marketing and Purchasing, Vol. 12, P. 141-262.

Sheth, J., Sisodia, R. (2002), “Marketing Productivity: Issues and Analysis”, Journal of Business Research, Vol. 55 (5), P.349-362.

Ambler, T., Kokkinaki, F., Puntoni, S. (2004), “Assessing Marketing Performance: Reasons for Metric Selection”, Journal of Marketing Management, Vol. 20, P. 475-498.


Abstract views: 204
PDF Downloads: 55
Published
2018-07-03
How to Cite
Філатова, І. (2018) “INFORMATION AND ANALYTICAL SUPPORT OF THE CUSTOMER-ORIENTED STRATEGIC MANAGEMENT IN THE SYSTEM OF CORPORATE SECURITY OF CONSTRUCTION ENTERPRISES”, INNOVATIVE TECHNOLOGIES AND SCIENTIFIC SOLUTIONS FOR INDUSTRIES, (2 (4), pp. 50-56. doi: 10.30837/2522-9818.2018.3.050.