JANÁKOVÁ, Milena, Petr SUCHÁNEK, Petr ŠAUMAN and Josef BOTLÍK. The Optimal Volume of CRM Services for Small Business. International Journal of Advanced Science and Technology. 2020, vol. 29, No 3, p. 4209-4229. ISSN 2005-4238.
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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
Original 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
WWW URL
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 by Changed by: Mgr. Milena Janáková, Ph.D., učo 48743. Changed: 1/2/2021 13:54.
Abstract
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.
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