EVALUATION OF CRM IMPLEMENTATIONS ON WEBSITES OF DISTRIBUTORS IN THE TURKISH PETROLEUM SECTOR

With increasing competition together with technological developments, a global market has evolved and customer expectations changed. at the same time, diversification of the media posed another difficulty in reaching target audiences. many businesses implemented marketing communications techniques and methods which facilitated acquiring and storing data concerning customers. these data is being transformed into information which enabled businesses forming longterm relationships. this long-term relationship has brought out the term crm (customer relationship management). through implementation of crm, many businesses work to retain existing customers, gain new customers or regain inactive or left customers through forming customer loyality. the rapid change in communications and information technologies has increased the number of internet users. these are using the internet effectively which is an important contribution to crm implementations. this study aims to explore the functionality of web sites of petroleum distributing firms in turkey related to crm implementations through modules developed for content analyzing customer relations automation, marketing automation, sales force automation, document management. the objective is to evaluate the crm implementation through web site functions, by petroleum distributing firms in turkey.