D 2023

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

JANÁKOVÁ, Milena

Základní údaje

Originální název

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

Autoři

JANÁKOVÁ, Milena (203 Česká republika, garant, domácí)

Vydání

Karviná, 4rd International conference on Decision making for Small and Medium-Sized Enterprises. Conference Proceedings. od s. 88-93, 6 s. 2023

Nakladatel

Silesian University in Opava, School of Business Administration in Karvina

Další údaje

Jazyk

angličtina

Typ výsledku

Stať ve sborníku

Obor

10200 1.2 Computer and information sciences

Stát vydavatele

Česká republika

Utajení

není předmětem státního či obchodního tajemství

Forma vydání

elektronická verze "online"

Kód RIV

RIV/47813059:19520/23:A0000425

Organizační jednotka

Obchodně podnikatelská fakulta v Karviné

ISBN

978-80-7510-554-7

Klíčová slova anglicky

business processes; CRM; ERP; information technology; knowledge
Změněno: 1. 4. 2024 21:45, Miroslava Snopková

Anotace

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.