D 2021

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

BOTLÍK, Josef and Milena BOTLÍKOVÁ

Basic information

Original name

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

Authors

BOTLÍK, Josef (203 Czech Republic, guarantor, belonging to the institution) and Milena BOTLÍKOVÁ (203 Czech Republic)

Edition

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, p. 7306-7319, 17 pp. 2021

Publisher

IBIMA

Other information

Language

English

Type of outcome

Stať ve sborníku

Field of Study

10102 Applied mathematics

Country of publisher

Spain

Confidentiality degree

není předmětem státního či obchodního tajemství

Publication form

electronic version available online

References:

RIV identification code

RIV/47813059:19520/21:A0000240

Organization unit

School of Business Administration in Karvina

ISBN

978-0-9998551-7-1

ISSN

Keywords in English

ustomers; Digital Economics; EU; Precedence analysis

Tags

International impact, Reviewed
Změněno: 11/1/2024 12:58, Ing. Milena Botlíková, Ph.D.

Abstract

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.