D 2021

Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU

BOTLÍK, Josef a Milena BOTLÍKOVÁ

Základní údaje

Originální název

Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU

Autoři

BOTLÍK, Josef (203 Česká republika, garant, domácí) a Milena BOTLÍKOVÁ (203 Česká republika)

Vydání

38th. Seville, Spain, International Bussiness Information Management Association Conference (IBIMA) 2021: Innovation Management and information Technology impact on Global Economy in the Era of Pademic, od s. 7306-7319, 17 s. 2021

Nakladatel

IBIMA

Další údaje

Jazyk

angličtina

Typ výsledku

Stať ve sborníku

Obor

10102 Applied mathematics

Stát vydavatele

Španělsko

Utajení

není předmětem státního či obchodního tajemství

Forma vydání

elektronická verze "online"

Odkazy

URL

Kód RIV

RIV/47813059:19520/21:A0000240

Organizační jednotka

Obchodně podnikatelská fakulta v Karviné

ISBN

978-0-9998551-7-1

ISSN

Klíčová slova anglicky

ustomers; Digital Economics; EU; Precedence analysis

Příznaky

Mezinárodní význam, Recenzováno
Změněno: 11. 1. 2024 12:58, Ing. Milena Botlíková, Ph.D.

Anotace

V originále

The economic and social upheavals caused by the global nature of the socio-economic environment have shown, in connection with covid19, the need for companies to target customers. Intensive customer orientation is an important factor that can influence the development of companies during the Covid pandemic. Companies, as autonomous entities, have intensively shifted customer relationship management to digital forms. In connection with the project "Creation of a model for monitoring and predicting the behaviour of autonomous systems on selected infrastructure - identification of local extremes", changes in the use of communication with customers at the level of EU countries were analysed. Using the created model, a network was generated identifying the increases and decreases in the use of software platforms for customer relationship communication. Using methods of system analysis, especially mathematical prediction, statistical methods and cluster analysis, the possible development of the number of used CRMs in EU countries is identified. 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. Clusters of countries have been identified that have the potential for rapid consolidation in the post-coronavirus period. This potential is due to the high probability of using CRM systems. The paper is an innovative implementation of system analysis methods, specifically precedent analysis, these methods allow, in contrast to other methods, to capture spatial - regional links. The analysis is conducted at the state level, as state lockdowns and closures took place at the time of the coronavirus, which was globally reflected in the same consequences in the corporate sector of individual states.
Zobrazeno: 1. 11. 2024 00:35