Özet:

The increased rate of use and nevertheless decreased age of use, the use of mobile phones has created a big market for GSM operators operating in our country. The increasing competition conditions in today’s markets appear to be a profit factor for in terms of the positive relationships established between and customers. Businesses selling in an intense competitive environment can take the competitive advantage in their hands with good relationships that can be established with customers. Through these relationships arising from the concept of customer relationship management, try to create customer loyalty by providing customer satisfaction, as well as by linking them emotionally to the business by making reasonable decisions. The importance of management of customer relationships in the development of business relationships with customers is increasing on a daily basis. Because customer relationship management is a process based on the establishment of a relationship with the customer, the development and management of this relationship. However, a well-managed customer relationship management practices can result in negative consequences by decreasing customer satisfaction and customer loyalty. In this study, GSM operators operating in our country have studied how customer relations management practices they apply, how consumers perceive and the impact on customer satisfaction and customer commitment. The investigation was carried out in the center. According to the research results, customer relations management practices have an impact on customer satisfaction and customer commitment.

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