Overview of the CRM Market in Tunisia

Authors: Mohamed Amine Bouraoui

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.

Keywords: CRM, operational tools, analytical tools, Tunisian company