JANÁKOVÁ, Milena. Difficulties in Business Processes to Support Customer Loyalty Based on CRM Systems. Online. In 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, p. 88-93. ISBN 978-80-7510-554-7.
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Basic 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
Original language English
Type of outcome Proceedings paper
Field of Study 10200 1.2 Computer and information sciences
Country of publisher Czech Republic
Confidentiality degree is not subject to a state or trade secret
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
Changed by Changed by: Miroslava Snopková, učo 43819. Changed: 1/4/2024 21:45.
Abstract
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.
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