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    STUDIA OECONOMICA - Issue no. 1 / 2004  
         
  Article:   TODAY’S NEW MARKETING TOOLS: CLIENT SERVICE DEPARTMENT - PART OF RELATIONSHIP MARKETING.

Authors:  MARIUS D. POP, MIRELA FETINCA. 		 
       
         
  Abstract:  Nowadays, we are facing a new marketing tendency toward reformulating new marketing approaches. The strong market fragmentation and specialization leads to the rising of relational marketing. In this circumstances we can see very clear that customer service activity becomes the offspring of this new tendencies, and also comes to support its integration and development into the markets. This study is revealing all these ideas, and in the same time tries to put the issue of developing customer care activity at a handy position for everyone who wants to know about it or to successfully use it. We present below a few points of view about customer service department organization and content, along with the main criteria that has to be completed by a firm to realize an efficient relation with its customers. It is emphasized, as well, the importance of internal client motivation and preparation to provide external client’s satisfaction. We based our study on data coming from direct experiences in customer service activity of a company from the field of telecommunication services  
         
     
         
         
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