Overview of the CRM Market in Tunisia

Abstract

The aim of this paper is to realize the importance of a CRM approach, to detect the degree of awareness of Tunisian managers of this importance and  analyse the degree of integration of CRM in the Tunisian companies.

Initially, we focus on the definition and components of CRM, then we focus on the level of integration of CRM within Tunisian enterprises.The Tunisian company begins to integrate the CRM tool : although a minority adopts CRM as software , operational CRM technologies as analytical know quite a development.This essentially depends on adoption of sales and business of the company.

Keywords: CRM- Operational Tools- Analytical Tools- Tunisian Company.

DOI: 10.7176/JMCR/81-03

Publication date:August 31^st 2021