D 2022

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

JANÁKOVÁ, Milena

Základní údaje

Originální název

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

Autoři

Vydání

Karviná, od s. 69-76, 2022

Nakladatel

Silesian University in Opava, School of Business Administration in Karvina

Další údaje

Typ výsledku

Stať ve sborníku

Utajení

není předmětem státního či obchodního tajemství

Organizační jednotka

Obchodně podnikatelská fakulta v Karviné

ISBN

978-80-7510-527-1

Klíčová slova anglicky

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

Anotace

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.