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The Case of Business Service Companies in Bulgaria Evgeny Petrov Stanimirov, Vladimir Sashov Zhechev, Maria Radoslavova Stanimirova 9-23

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The Case of Business Service Companies in Bulgaria Evgeny Petrov Stanimirov, Vladimir Sashov Zhechev, Maria Radoslavova Stanimirova 9-23 Volume 2 Number 1 June 2016 Journal of the Faculty of Business and Administration International University of Sarajevo P-ISSN 2303-7105 INQUIRY: Sarajevo Journal of Social Sciences EDITOR-IN-CHIEF: Prof. Dr. Recai Aydin, International University of Sarajevo & Turkish Police Academy ASSISTANT EDITOR: Dr. Emil Knezovic EDITORIAL BOARD: Dr. Abdurrahim Siradag, King Fahd University of Petrol and Minerals, Saudi Arabia Dr. Ashraf El-Houbi, Lamar University, USA Dr. Barton Smith, University of Houston, USA Dr. Celil Aydin, Mus Alparslan University, Turkey Dr. Erdal Karagol, Yildirim Beyazit University, Turkey Dr. Georgi Marinov, Varna University of Economics, Bulgaria Dr. Hasan Korkut, International University of Sarajevo, Bosnia and Herzegovina Dr. Hristo Mavrov, Varna University of Economics, Bulgaria Dr. Huseyin Yilmaz, University of South Florida, USA Dr. Ibrahim Dursun, International University of Sarajevo, Bosnia and Herzegovina Dr. Ismail Hakki Genc, American University of Sharjah, UAE Dr. Issa Haji Ziddy, State University of Zanzibar, Tanzania Dr. Irfan Arikan, University of Applied Sciences Krems, Austria Dr. Joe C. Ueng, Universtiy of St. Thomas, USA Dr. Joseph Jon Kaminski, International University of Sarajevo, Bosnia and Herzegovina Dr. Larry Allen, Lamar University, USA Dr. Mehmet Barca, Ankara Social Sciences University, Turkey Dr. Metin Aksoy, Selcuk University, Turkey Dr. Metin Toprak, Istanbul University, Turkey Dr. Mevludin Ibish, International Balkan University, Macedonia Dr. Murat A. Yulek, Istanbul Commerce University, Turkey Dr. Murat Cemrek, Necmettin Erbakan University, Turkey Dr. Mustafa Yayla, Turkish Police Academy Dr. Nermin Oruc, IMPAQ International, Bosnia and Herzegovina Dr. Peter Plenta, International University of Sarajevo, Bosnia and Herzegovina Dr. Roger Morefield, University of St. Thomas, USA Dr. Rovshan Ibrahimov, Baku State University, Azerbaijan DESKTOP PUBLISHING: Abdulhamit Bolat Emir Hambo ABOUT THE JOURNAL: Inquiry is a be-annual publication affiliated to Faculty of Business and Administration, at the International University of Sarajevo in Bosnia and Herzegovina. The journal aims to promote transdisciplinary studies that cross many disciplinary boundaries to create holistic approach. In general, Inquiry publishes articles in the areas of Social and Behavioral sciences, Journalism, Business, Administration and Law. The Journal is currently indexed in following databases: • Directory of Open Access Scholarly Resources (ROAD) • Scientific Indexing Services (SIS) • Scholarsteer EDITORIAL BOARD: • CiteFactor Dr. Abdurrahim Siradag, King Fahd University of Petrol and Minerals, Saudi Arabia • Bielefeld Academic Search Engine (BASE) Dr. Ashraf El-Houbi, Lamar University, USA • The Cabell’s journal directory Dr. Barton Smith, University of Houston, USA Dr. Celil Aydin, Mus Alparslan University, Turkey EDITORIAL CORRESPONDENCE: Dr. Erdal Karagol, Yildirim Beyazit University, Turkey Journal correspondence and submission of articles should be addressed to: Dr. Georgi Marinov, Varna University of Economics, Bulgaria Editor-in-chief, Inquiry, Sarajevo Journal of Social Sciences, International University of Sarajevo Dr. Hasan Korkut, International University of Sarajevo, Bosnia and Herzegovina (IUS), Faculty of Business and Administration (FBA), Dr. Hristo Mavrov, Varna University of Economics, Bulgaria Dr. Huseyin Yilmaz, University of South Florida, USA Hrasnička cesta 15, 71210 Ilidža-Sarajevo, Bosnia and Herzegovina Dr. Ibrahim Dursun, International University of Sarajevo, Bosnia and Herzegovina Tel: (387) 33 957 310; Dr. Ismail Hakki Genc, American University of Sharjah, UAE Fax: (387) 33 957 105 Dr. Issa Haji Ziddy, State University of Zanzibar, Tanzania Email: [email protected] Dr. Irfan Arikan, University of Applied Sciences Krems, Austria Dr. Joe C. Ueng, Universtiy of St. Thomas, USA Dr. Joseph Jon Kaminski, International University of Sarajevo, Bosnia and Herzegovina Dr. Larry Allen, Lamar University, USA Dr. Mehmet Barca, Ankara Social Sciences University, Turkey Dr. Metin Aksoy, Selcuk University, Turkey Dr. Metin Toprak, Istanbul University, Turkey Dr. Mevludin Ibish, International Balkan University, Macedonia Dr. Murat A. Yulek, Istanbul Commerce University, Turkey Dr. Murat Cemrek, Necmettin Erbakan University, Turkey Dr. Mustafa Yayla, Turkish Police Academy Dr. Nermin Oruc, IMPAQ International, Bosnia and Herzegovina Dr. Peter Plenta, International University of Sarajevo, Bosnia and Herzegovina Dr. Roger Morefield, University of St. Thomas, USA Dr. Rovshan Ibrahimov, Baku State University, Azerbaijan P-ISSN 2303-7105 Inquiry Sarajevo Journal of Social Sciences Publisher International University of Sarajevo Editor-in-chief Prof. Dr. Recai Aydin Press run: 200 copies Printing house: Dobra knjiga d.o.o Sarajevo CONTENTS: Strategic Readiness for CRM Process Management: the Case of Business Service Companies in Bulgaria Evgeny Petrov Stanimirov, Vladimir Sashov Zhechev, Maria Radoslavova Stanimirova 9-23 Euro-Scepticism In Turkey of AKP Period in the Context of Temporary Tensions and Permanent Interests Hulya Eski Uguz, Rukiye Saygili 25-46 An Evaluation of Fashion Involvement: A Study on Generations X and Y Hatice Aydin 47-63 Moments and Significance of Balkan Diplomacy at the Start of the Twentieth Century Cotirlet Paul-Claudiu 65-80 International Cooperation on Law against Terrorism: The Harmonization of Antiterror Laws of Turkey and Macedonia Fehmi Agca, Nicola Dacev 81-89 A Quintessential Lesson from European Union Integration to African Union Hasan Korkut, Endris Mekonnen Faris 91-102 A Projection for the Turkish Economy in 2023 with a Bayesian Approach Mesut Murat Arslan, Fatma Ozgu Serttas, Recai Aydin 103-117 An Assessment of Consumer Ethnocentrism Tendencies Scale among University Students: The case of Turkish and Bosnian Students Merjema Becic 119-130 Effects of the EU Originated Debt Crisis on Turkey’s Export Serife Merve Kosaroglu, Haci Ahmet Karadas, Esengul Salihoglu 131-141 Factors Shaping Attitudes towards Niche Luxury Cars Resulting from Brand Extensions Vladimir Sashov Zhechev, Evgeni Stanimirov 143-160 Crime Prevention Techniques and Crime Prevention in Turkey Ufuk Ayhan 161-174 How does Incentive Affect Kidney Donation Rates: Turkey Case Yavuz Demirdogen 175-189 Strategic Readiness for CRM Process Management: the Case of Business Service Companies in Bulgaria Dr. Evgeni Petrov Stanimirov University of Economics-Varna Dr. Vladimir Sashov Zhechev University of Economics-Varna Dr. Maria Radoslavova Stanimirova University of Economics-Varna ABSTRACT Customer Relationship Management (CRM) represents an iterative process aimed at improving interactions with customers and balancing companies’ client portfolio. From the viewpoint of organizational measures taken, the key factors that influence the effectiveness of this process can be divided into: sharing of fundamental principles for managing customer relationships; accurate positioning of the particular CRM components; acknowledgment of the interdependencies between various stages of the CRM process. This allows identifying CRM components crucial to the management of the process of interaction with customers. The article explores the individual components of the CRM process, the latter being a premise on which adequate management of customer relationships is built. The paper proposes a methodology for assessment of the different components of the CRM process. It looks at the results from a study on the strategic readiness of companies, engaged in business services from four different sectors in Bulgaria, to manage their customer relationships. The empirical research is limited to investigation of the CRM vision and CRM base of the aforementioned companies. For the purposes of the study the researchers have collected and processed data in corporate areas as: management principles; practices for analysis and assessment of clients; corporate and organizational culture; customer databases management. The results serve as basis for inferences in the context of development of CRM practices for the business services sector. Keywords: CRM process, CRM vision, CRM base, Business services. 9 1. INTRODUCTION CRM has become a new paradigm of the modern marketing, main priority and an important tool for many companies which want to build long-term and profitable relationships with their customers (Kim et al. 2010). CRM is a logical process oriented towards balancing of the customer portfolio of the companies and in this sense it is related to their marketing results. Positive effects of the implementation of CRM are visible in many areas: consumer behavior (Barone E. P. Stanimirov et al. et. al. 2000), better market performance and sustaining desired competitive position (Alsmadi & Alnawas 2001), improvement of the financial results (Lamparello 2000), reduction of the mistakes made in customer service and increasing of the efficiency of the marketing campaigns (Gudkova 2005) etc. Key factors which influence the efficiency of this process are: sharing of the fundamental principles of management of the relationships with customers; the correct positioning of the individual CMR components; acknowledgment of the interdependence between the individual phases of the CRM process. This allows the identification of CRM components which are of key importance for managing the process of interaction with customers. However, the success of the CRM projects is not unconditional. Between 30% and 80% of them do not achieve the planned objectives
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