Pandemics cause chaotic situations in supply chains around the world, which can lead to survival challenges. The current Covid-19 pandemic is an unforeseen humanitarian crisis that is seriously affecting the global dynamics of all businesses. Also, in the past, the emergence of various epidemics caused great weaknesses for businesses.Due to such phenomena, the introduction of strategies for prevention against organizational disorders should be established to create clear signposts and vigilant conceptualization. In this regard, there is a need to explore supply chain management and operations strategies to overcome the challenges posed by Covid-19-like situations.This research is done in order to understand the strategies created to measure the sustainability of supply chains in companies, the impact of the pandemic crisis on the business environment, in terms of effective allocation of resources, supply and demand disruptions and optimization of the transportаtion network, i.e. the overall operation of all links in a single supply chain.

Working without limits, changes in consumer preferences, and contemporary processes of global integration have changed the traditional concept of conduct for business enterprises. The application of the modern concept of entrepreneurship in tourism enterprises provides conditions for increasing efficiency. A focus on innovative approaches for basic activities, and continued allocation of total resources represent the main features of modern entrepreneurship. Modern entrepreneurship is the process through which the entrepreneur and employees are devoted to the opportunities at hand. This changes the concept of what constitutes entrepreneurship. The main objective of this paper is to show how the modern concept of entrepreneurship is a main factor in efficient operation of business enterprises. In this respect, knowledge and intellectual capital represent critical resources in operating and implementing information and communication technology as a necessity in coordinating business processes among tourism enterprises. The applied part of this paper involves practical research to perceive the presence of entrepreneurship. The paper concludes with proposing a modern entrepreneurial model as a main factor for improving business operations. The specific results will be indicated in the sphere of representation of teamwork, introduction of changes, staff training, introduction of innovations, and level of tolerance. JEL Classification Numbers: L26, DOI: http://dx.doi.org/10.12955/cbup.v4.735

In a highly competitive modern business world, keeping a dissatisfied customer is essential to any company, considering the high cost of acquiring new customers. It is easier than ever for dissatisfied customers to spread their experiences and bad word of mouth through the various media that new technology and the Internet offer. Therefore, handling customers’ complaints effectively can be a critical factor in a customer’s decision - whether to continue using the company’s services or products or switch to a competitor. In this context, “effective” means minimizing costs for the company while achieving the intended or expected result. A content analysis of customer complaints emailed to t he group-buying web- site Grouper.mk was conducted. A total of 220 complaints and related decisions were reviewed, analyzed, and categorized into six reasons for customer dissatisfaction and three ways to compensate for the dissatisfaction. In addition, the internal customer database analysis revealed that timely resolution of customer issues with the right approach resulted in 80% of all dissatisfied customers staying with the company. The analysis also showed that more frequent customers are more likely to remain after a complaint has been resolved than less frequent customers.

The research focuses on introducing social media platforms as either a complementary or main channel in the company sales funnel. Internet technologies and Web 2.0 continue to provide innovations in digital marketing, with the latest iteration being lead generation services through social media. Data shows that almost half of the world population is active on social media, with the new Generation Alpha being projected to be entirely online dependent and proficient in the use of new technologies. The paper provides an overview of the digitalization of sales funnels, as well as the benefits that social media platforms can offer if implemented correctly. Secondary data provides the basis for transforming sales funnels with social media, where previous research provides limited data on the effectiveness of these types of efforts. Primary data demonstrates that introducing social media platforms can provide improvements of up to 3 to 4 times in analyzed case studies, as well as the shorter time when deciding about purchase in use case scenarios. Social media advertising can also be utilized to shorten the sales funnel process and serve as a unified point of entrance and exit in the first few stages.

The goal of touchpoint management is to create the best possible customer experience in a company, determined by customers' satisfaction and the development of innovative opportunities to improve service quality in all functional areas in the company's organizational structure. Nowadays, the development of information communication technologies has enabled innovative ways to get in touch with customers, so successful telecommunications companies pay great attention to customer experience and touchpoint management, as critical factors for customer retention.The goal of the research in this paper is to explore the various touchpoints and the challenges of managing them in creating a positive customer experience for customers. In order to examine the influence of successful touchpoint management on positive customer experience and the increase of customer satisfaction, an empirical survey of the customers of the two largest telecommunications companies in the Republic of North Macedonia was carried out.