D 2022

Challenges for CRM to Be an Active Part of Development in Europe

JANÁKOVÁ, Milena

Basic information

Original name

Challenges for CRM to Be an Active Part of Development in Europe

Authors

Edition

Karviná, p. 69-76, 2022

Publisher

Silesian University in Opava, School of Business Administration in Karvina

Other information

Type of outcome

Stať ve sborníku

Confidentiality degree

není předmětem státního či obchodního tajemství

Organization unit

School of Business Administration in Karvina

ISBN

978-80-7510-527-1

Keywords in English

CRM (Customer Relationship Management); information technology; development; marketing
Změněno: 30/12/2022 19:42, Mgr. Milena Janáková, Ph.D.

Abstract

V originále

The most promising issue is artificial intelligence (AI) and its implementation in business processes to support automation, chatbots, data analytics, Internet of Things (IoT), or robotics. In this article, the interest is in the support of automation in CRM systems, which should be an active part of the development in Europe. Selected CRM systems were monitored for AI-based automation and KPIs that demonstrate the benefits of CRM. There are differences in the volume of automated procedures. Some CRM systems are more complex, like Zoho CRM, but others only have a simple solution, like Less Annoying CRM. This reality puts more pressure on marketers and sales people as they have no optimal software to support their activities.