Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F47813059%3A19520%2F21%3AA0000240" target="_blank" >RIV/47813059:19520/21:A0000240 - isvavai.cz</a>

Result on the web

<a href="https://u.pcloud.link/publink/show?code=kZus0AXZ2gcI7DeEKyBL8PkxDpCI74DctOJk" target="_blank" >https://u.pcloud.link/publink/show?code=kZus0AXZ2gcI7DeEKyBL8PkxDpCI74DctOJk</a>

DOI - Digital Object Identifier

—

Result language

angličtina

Original language name

Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU

Original language description

The economic and social upheavals caused by the global nature of the socio-economic environment have shown, in connection with covid19, the need for companies to target customers. Intensive customer orientation is an important factor that can influence the development of companies during the Covid pandemic. Companies, as autonomous entities, have intensively shifted customer relationship management to digital forms. In connection with the project "Creation of a model for monitoring and predicting the behaviour of autonomous systems on selected infrastructure - identification of local extremes", changes in the use of communication with customers at the level of EU countries were analysed. Using the created model, a network was generated identifying the increases and decreases in the use of software platforms for customer relationship communication. Using methods of system analysis, especially mathematical prediction, statistical methods and cluster analysis, the possible development of the number of used CRMs in EU countries is identified. Years with major declines and disproportions have been identified. The declines in developed economies (Germany, France, Austria etc.) in 2019 are specific, related mainly to the use of new forms of customer service. Clusters of countries have been identified that have the potential for rapid consolidation in the post-coronavirus period. This potential is due to the high probability of using CRM systems. The paper is an innovative implementation of system analysis methods, specifically precedent analysis, these methods allow, in contrast to other methods, to capture spatial - regional links. The analysis is conducted at the state level, as state lockdowns and closures took place at the time of the coronavirus, which was globally reflected in the same consequences in the corporate sector of individual states.

Czech name

—

Czech description

—

Type

D - Article in proceedings

CEP classification

—

OECD FORD branch

10102 - Applied mathematics

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2021

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

International Bussiness Information Management Association Conference (IBIMA) 2021: Innovation Management and information Technology impact on Global Economy in the Era of Pademic

ISBN

9780999855171

ISSN

2767-9640

e-ISSN

—

Number of pages

17

Pages from-to

7306-7319

Publisher name

IBIMA

Place of publication

Seville, Spain

Event location

Seville, Spain

Event date

Nov 23, 2021

Type of event by nationality

WRD - Celosvětová akce

UT code for WoS article

—