CRM Systems for Various Customer Needs by Optimizing their Functionality
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F47813059%3A19520%2F25%3AA0000584" target="_blank" >RIV/47813059:19520/25:A0000584 - isvavai.cz</a>
Result on the web
<a href="https://jisem-journal.com/index.php/journal/article/view/4870" target="_blank" >https://jisem-journal.com/index.php/journal/article/view/4870</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.52783/jisem.v10i30s.4870" target="_blank" >10.52783/jisem.v10i30s.4870</a>
Alternative languages
Result language
angličtina
Original language name
CRM Systems for Various Customer Needs by Optimizing their Functionality
Original language description
The aim of this article is to explore selected technology metrics such as artificial intelligence (AI), chatbots, IoT (Internet of Things), low-code programming, and mind maps and specify their impact on the performance of CRM systems. The goal is to create a hierarchy of these metrics to optimize CRM functionality. The method solution is based on a literature review, the identification of current problem (controversy) in CRM implementation, determination of the necessary metrics, and the application of AHP (Analytic Hierarchy Process) method. An evaluation matrix and critical analysis are used to rank the selected metrics. The analysis reveals that AI (crossbar #1) has the biggest impact on CRM development, followed by low-code programming (crossbar #2) and mind maps (crossbar #3). Surprisingly, chatbots (crossbar #5) ranked lower despite their perceived importance in interacting with customers. This suggests a potential rethinking of chatbot integration within CRM systems. This study provides a comparative analysis of CRM systems, offering new insights and practical recommendations for enhancing customer communication and support. By understanding the hierarchical impact of various information technologies, businesses can better tailor their CRM strategies to meet diverse customer needs.
Czech name
—
Czech description
—
Classification
Type
J<sub>ost</sub> - Miscellaneous article in a specialist periodical
CEP classification
—
OECD FORD branch
10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)
Result continuities
Project
—
Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
Journal of Information Systems Engineering and Management
ISSN
2468-4376
e-ISSN
2468-4376
Volume of the periodical
10
Issue of the periodical within the volume
30s
Country of publishing house
PT - PORTUGAL
Number of pages
10
Pages from-to
521-530
UT code for WoS article
—
EID of the result in the Scopus database
—