THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F47813059%3A19520%2F17%3A00010878" target="_blank" >RIV/47813059:19520/17:00010878 - isvavai.cz</a>
Result on the web
<a href="http://wsb.edu.pl/container/Wydawnictwo/FSO%20vol%205%20No%204%20-%202017/forum-04-2017-5.pdf" target="_blank" >http://wsb.edu.pl/container/Wydawnictwo/FSO%20vol%205%20No%204%20-%202017/forum-04-2017-5.pdf</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.23762/FSO_VOL5NO4_17_5" target="_blank" >10.23762/FSO_VOL5NO4_17_5</a>
Alternative languages
Result language
angličtina
Original language name
THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC
Original language description
This article aims to present selected CRM areas focused on people, their knowledge of CRM, communication with customers and activities in process of CRM in the Czech SMEs. Customer relationship management is not possible without these elements. 736 respondents were addressed. Awareness of CRM increases, the level of contact is changing in favour of a complete evaluation and creation of databases, which favors communication. Differentiated is carrying out tasks to ensure the CRM process. Some activities are carried out regularly, some occasionally. But there are many activities that SMEs do not carry out at all. SMEs prefer personal contact with customers over electronic. The latest research results are, if possible, compared with results from 2005, 2010, or 2012. Hypotheses testing confirmed the relationship between the SME size and CRM awareness in companies, customer contact levels and methods of customer contact. Growing CRM awareness and introducing CRM processes into the business system can make a significant contribution to improving the SME market position.
Czech name
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Czech description
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Classification
Type
J<sub>ost</sub> - Miscellaneous article in a specialist periodical
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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Continuities
O - Projekt operacniho programu
Others
Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Forum Scientiae Oeconomia
ISSN
2300-5947
e-ISSN
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Volume of the periodical
5
Issue of the periodical within the volume
4
Country of publishing house
PL - POLAND
Number of pages
12
Pages from-to
59-70
UT code for WoS article
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EID of the result in the Scopus database
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