BOTLÍK, Josef and Milena JANÁKOVÁ. CRM as a tool to maintain the competitiveness of enterprises in the global digital economy. Online. In Tomas Kliestik. GLOBALIZATION AND ITS SOCIO-ECONOMIC CONSEQUENCES-SHS Web of Conferences. 20th. Univerzity of Zilina, Faculty of Operation and Economics of Transport and Communications, Department of Economics, 2021, p. 1-11. Available from: https://dx.doi.org/10.1051/shsconf/20219205003.
Other formats:   BibTeX LaTeX RIS
Basic information
Original name CRM as a tool to maintain the competitiveness of enterprises in the global digital economy
Authors BOTLÍK, Josef and Milena JANÁKOVÁ.
Edition 20th. GLOBALIZATION AND ITS SOCIO-ECONOMIC CONSEQUENCES-SHS Web of Conferences, p. 1-11, 11 pp. 2021.
Publisher Univerzity of Zilina, Faculty of Operation and Economics of Transport and Communications, Department of Economics
Other information
Original language English
Type of outcome Proceedings paper
Country of publisher Slovakia
Confidentiality degree is not subject to a state or trade secret
Publication form electronic version available online
WWW URL
Organization unit School of Business Administration in Karvina
Doi http://dx.doi.org/10.1051/shsconf/20219205003
Keywords in English CRM; digital economics; EU; crisis; globalization
Tags Reviewed
Links 19/2019, research and development project.
Changed by Changed by: Ing. Josef Botlík, učo 14794. Changed: 31/1/2021 12:47.
Abstract
Research background: Globalization is characterized by the interconnection of national economies, which may be more vulnerable in this way. Economic and social shocks caused by the global nature of the socio-economic environment have now shown, especially in connection with covid19, the need for a deeper focus of companies on customers. Purpose of the article: The need for communication, the search for new market opportunities, and the resumption of production in the post-crisis period could be significantly affected by the use of digital technologies aimed at clients and customers. The ongoing research “Application of systems for customer relationship management in the environment of small and medium-sized enterprises” has shown that customer orientation can be significantly supported and streamlined by using Customer relationship management (CRM) systems. The paper compares the use of CRM in EU countries and identifies critical points. Methods: Using methods of system analysis, especially mathematical prediction, statistical methods, and multicriteria analysis, the use of CRM in EU countries is compared in relation to selected factors of the digital economy. Findings & Value added: Years with major declines and disproportions have been identified. The declines in developed economies (Germany, France, Austria etc.) in 2019 are specific, related mainly to the use of new forms of customer service. It turns out that although companies are streamlining their marketing efforts through CRM and focusing on maximizing potential through customers, CRM is only an integral part of ICT and can be replaced in the global environment by other tools of the digital economy.
PrintDisplayed: 28/4/2024 09:26