J 2020

The Optimal Volume of CRM Services for Small Business

JANÁKOVÁ, Milena, Petr SUCHÁNEK, Petr ŠAUMAN and Josef BOTLÍK

Basic information

Original name

The Optimal Volume of CRM Services for Small Business

Authors

JANÁKOVÁ, Milena (203 Czech Republic, guarantor, belonging to the institution), Petr SUCHÁNEK (203 Czech Republic, belonging to the institution), Petr ŠAUMAN (203 Czech Republic, belonging to the institution) and Josef BOTLÍK (203 Czech Republic)

Edition

International Journal of Advanced Science and Technology, 2020, 2005-4238

Other information

Language

English

Type of outcome

Article in a journal

Field of Study

10200 1.2 Computer and information sciences

Country of publisher

Australia

Confidentiality degree

is not subject to a state or trade secret

References:

RIV identification code

RIV/47813059:19520/20:A0000177

Organization unit

School of Business Administration in Karvina

Keywords in English

Computer Software; Information and Knowledge; Marketing; Customer Relationship Management; Small Business; IT Services

Tags

International impact, Reviewed
Changed: 1/2/2021 13:54, Mgr. Milena Janáková, Ph.D.

Abstract

V originále

The purpose of this paper is to solve the existing problem with inappropriate CRM services for immediate solution; therefore, the volume of CRM services for small businesses is recommended to increase their potential. The designed approach uses the CRM evaluation by 8 criteria, such as automatic procedures, social media integration or key performance indicators. The final evaluation uses a Fuller triangle to determine weights of specified criteria and the TOPSIS method to specify performance scores by CRM variability of CRM services. Achieved results show the level of availability in specified CRM services (criteria) with variability for top, middle, bottom, popular, or affordable CRM. An overview is also available through selected CRMs.