Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems

@inproceedings{74642,
   author = {Janáková, Milena},
   address = {Karviná},
   booktitle = {4rd International conference on Decision making for Small and Medium-Sized Enterprises. Conference Proceedings.},
   keywords = {business processes; CRM; ERP; information technology; knowledge},
   howpublished = {elektronická verze "online"},
   language = {eng},
   location = {Karviná},
   isbn = {978-80-7510-554-7},
   pages = {88-93},
   publisher = {Silesian University in Opava, School of Business Administration in Karvina},
   title = {Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems},
   year = {2023}
}

TY  - JOUR
ID  - 74642
AU  - Janáková, Milena
PY  - 2023
TI  - Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems
PB  - Silesian University in Opava, School of Business Administration in Karvina
CY  - Karviná
SN  - 9788075105547
KW  - business processes
KW  - CRM
KW  - ERP
KW  - information technology
KW  - knowledge
N2  - The implemented business processes play an important role for CRM (Customer Relationship Management). CRM systems are responsible for managing customer relationships. It involves the collection of data from realized processes and the emphasis is placed on identifying challengers and difficulties. This article explores ways to simplify them using artificial intelligence (AI), log files, low-code applications, or templates. The adopted solution of the method uses literature research with the search for suitable modeling applications to create a 360 degree view of business processes based on inspiration from CRM. For the purposes of analyzing variability in business processes, examples from AI support integrated in CRM systems or individual applications are discussed. There is also interest in low-code applications as a promising innovative way for business as well as research.
ER  - 

JANÁKOVÁ, Milena. Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems. Online. In \textit{4rd International conference on Decision making for Small and Medium-Sized Enterprises. Conference Proceedings.}. Karviná: Silesian University in Opava, School of Business Administration in Karvina, 2023, s.~88-93. ISBN~978-80-7510-554-7.