Detailed Information on Publication Record
2023
Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems
JANÁKOVÁ, MilenaBasic information
Original name
Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems
Authors
JANÁKOVÁ, Milena (203 Czech Republic, guarantor, belonging to the institution)
Edition
Karviná, 4rd International conference on Decision making for Small and Medium-Sized Enterprises. Conference Proceedings. p. 88-93, 6 pp. 2023
Publisher
Silesian University in Opava, School of Business Administration in Karvina
Other information
Language
English
Type of outcome
Stať ve sborníku
Field of Study
10200 1.2 Computer and information sciences
Country of publisher
Czech Republic
Confidentiality degree
není předmětem státního či obchodního tajemství
Publication form
electronic version available online
RIV identification code
RIV/47813059:19520/23:A0000425
Organization unit
School of Business Administration in Karvina
ISBN
978-80-7510-554-7
Keywords in English
business processes; CRM; ERP; information technology; knowledge
Změněno: 1/4/2024 21:45, Miroslava Snopková
Abstract
V originále
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.