CHROMČÁKOVÁ, Adéla, Halina STARZYCZNÁ a Michal STOKLASA. THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC. Forum Scientiae Oeconomia. roč. 5, č. 4, s. 59-70. ISSN 2300-5947. 2017.
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Základní údaje
Originální název THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC
Autoři CHROMČÁKOVÁ, Adéla (203 Česká republika, domácí), Halina STARZYCZNÁ (203 Česká republika, domácí) a Michal STOKLASA (203 Česká republika, domácí).
Vydání Forum Scientiae Oeconomia, 2017, 2300-5947.
Další údaje
Originální jazyk angličtina
Typ výsledku Článek v odborném periodiku
Obor 50204 Business and management
Stát vydavatele Polsko
Utajení není předmětem státního či obchodního tajemství
WWW URL
Kód RIV RIV/47813059:19520/17:00010878
Organizační jednotka Obchodně podnikatelská fakulta v Karviné
Klíčová slova anglicky CRM knowledge; level of contact; CRM processes; communication with customer
Změnil Změnil: RNDr. Daniel Jakubík, učo 139797. Změněno: 7. 2. 2020 10:57.
Anotace
This article aims to present selected CRM areas focused on people, their knowledge of CRM, communication with customers and activities in process of CRM in the Czech SMEs. Customer relationship management is not possible without these elements. 736 respondents were addressed. Awareness of CRM increases, the level of contact is changing in favour of a complete evaluation and creation of databases, which favors communication. Differentiated is carrying out tasks to ensure the CRM process. Some activities are carried out regularly, some occasionally. But there are many activities that SMEs do not carry out at all. SMEs prefer personal contact with customers over electronic. The latest research results are, if possible, compared with results from 2005, 2010, or 2012. Hypotheses testing confirmed the relationship between the SME size and CRM awareness in companies, customer contact levels and methods of customer contact. Growing CRM awareness and introducing CRM processes into the business system can make a significant contribution to improving the SME market position.
VytisknoutZobrazeno: 29. 3. 2024 01:41