Innovation through the prism of companies using direct marketing. An empirical example from Bulgaria
The current article presents empirical results on the frequency and type of innovations applied by companies in Bulgaria that are using direct marketing. The research is provoked by the dynamic and changing nature of direct marketing. As one of the main characteristics of direct marketing is the absence of intermediaries, the companies should constantly develop their knowledge and competences so they can improve their contact and communication with their customers in order to apply correctly and profitably the three approached associated with direct marketing. They are: the personalization in dealing with customers, the establishment of long-term relationships and the generation of customer’s loyalty, and they happen through different media. An appropriate application of these approaches requires collection, record and analysis of information which is being more and more executed as an automated process. The different and new types of media, in turn, require methods and understanding that further develop or eliminate existing practices, beliefs, and technologies. In this context, a theoretical analysis of innovations is being first conducted. After having a structured division of innovations by their types a brief questionnaire is being developed. As a result, the report summarizes the intersections of the theory with the established practice in 97 companies in Bulgaria.