CONFLICTS OF NATIONAL IDENTITY FORMATION IN THE POST-COMMUNIST SPACE (IN THE CASE OF POST-COMMUNIST UZBEKISTAN)

Аннотация

This article discusses what CRM is, how it is used in the communication process, the types of CRM systems available, and the key factors to consider when selecting such systems. Keywords: CRM systems, communication process, higher education institutions, customer relationship management, communication technologies, information management, CRM types, CRM selection criteria. Introduction: In today's environment of intense global competition, issues such as attracting, retaining, and increasing the loyalty of customers have become key factors in ensuring the efficiency and sustainability of organizational activities. Unlike in the past, the transformation of these issues into the virtual environment has significantly increased the interest of many scholars and organizational leaders in IT assets. Naturally, organizations select their digital "tools" based on their goals and needs. However, organizations that have realized the paramount importance of customers and their preferences have demonstrated a significantly higher demand for CRM systems within the IT technology landscape. Currently, organizations are not only required to operate using traditional principles like the 4P and 7P models, but they must also be equipped with technologies that enable the management of customer relationships through various strategies. This is due to European International Journal of Philological Sciences 16 https://eipublication.com/index.php/eijps European International Journal of Philological Sciences the fact that IT has become a decisive force, given to ensure the full protection of the rights, penetrating the foundations of every sector. For freedoms, and legitimate interests of the population; to example, in the activities of government bodies and establish an effective system for handling citizens' organizations, a significant part of communication appeals; to create conditions for the unconditional processes is now conducted virtually: document exercise of citizens’ constitutional rights to submit circulation, customer relationship management, and appeals; to organize the full, impartial, and timely more. Today, virtual communication serves as a crucial review of appeals; to systematically monitor and control tool for organizations adapting to this environment, the review of appeals sent to the relevant government helping to prevent excessive bureaucracy, time loss, bodies and organizations; and to ensure the and resource wastage. implementation of the establishment of the President’s People's Reception Offices and Virtual Reception In Uzbekistan, the issue of communication between Offices. the public and government bodies and organizations began to gain momentum with the election of the Moreover, due to the unsatisfactory performance of current president, Shavkat Mirziyoyev. Prior to that, government agencies and organizations in the field of there was not even a proper one-way communication cooperation with the media and informing the public, system established within state bodies, let alone two- Presidential Decree No. 4366 was adopted. It mandates way communication. The public had little to no that information about the activities of organizations understanding of who managed government must be regularly, fully, and promptly delivered to the organizations or what activities they were engaged in. population via mass media, social networks, official Citizens did not know whom to approach or how to websites, and other information resources with the submit inquiries. Even when they did know, they often assistance of journalists and bloggers. It also outlines had to wait for days or even months at the doors of measures to organize press conferences, briefings, these institutions without resolution. Such conditions media tours, to study public opinion, and to ensure fostered feelings of neglect and indifference toward broad public participation in discussing draft normative- citizens' appeals, leading to a decline in public trust legal documents by forming expert groups. Additionally, toward state organizations. Although laws and it requires that draft normative-legal documents falling regulations such as the 1994 "On Citizens' Appeals" within the competence of government bodies and (Law No. 1064) and the 2014 "On Appeals of organizations, as well as their approved versions, must Individuals and Legal Entities" (Law No. 378) existed be posted on their official websites according to the earlier, there were no rigorous requirements or established procedures to ensure transparency. controls over their implementation as there are today. In Presidential Decrees No. 6247 and No. 154, the tasks The current government, unwilling to ignore this issue, that state organizations must follow in implementing thoroughly reviewed the situation and implemented the Policy of Openness were also outlined. fundamental reforms by adopting the following legal It is no secret that the most optimal solution for fulfilling documents: all the comm