CHROMČÁKOVÁ, Adéla, Halina STARZYCZNÁ and Michal STOKLASA. THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC. Forum Scientiae Oeconomia. 2017, vol. 5, No 4, p. 59-70. ISSN 2300-5947.
Other formats:   BibTeX LaTeX RIS
Basic information
Original name THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC
Authors CHROMČÁKOVÁ, Adéla (203 Czech Republic, belonging to the institution), Halina STARZYCZNÁ (203 Czech Republic, belonging to the institution) and Michal STOKLASA (203 Czech Republic, belonging to the institution).
Edition Forum Scientiae Oeconomia, 2017, 2300-5947.
Other information
Original language English
Type of outcome Article in a journal
Field of Study 50204 Business and management
Country of publisher Poland
Confidentiality degree is not subject to a state or trade secret
WWW URL
RIV identification code RIV/47813059:19520/17:00010878
Organization unit School of Business Administration in Karvina
Keywords in English CRM knowledge; level of contact; CRM processes; communication with customer
Changed by Changed by: RNDr. Daniel Jakubík, učo 139797. Changed: 7/2/2020 10:57.
Abstract
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.
PrintDisplayed: 28/4/2024 13:36