CRM Factors Assessment Using Analytic Hierarchy Process
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F15%3A86094658" target="_blank" >RIV/61989100:27510/15:86094658 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
CRM Factors Assessment Using Analytic Hierarchy Process
Original language description
The aim of this paper is to analyze the degree of factors' influence that affect the performance measurement of CRM systems using AHP method. Within the hierarchical structure of decision-making factors of CRM systems implementation are evaluated in six key areas: quality of customer information, support of CRM systems, effects of the CRM system implementation, customer satisfaction, profitability and processes. There has been setting up the evaluation matrix, which served as a basis for personal interviews, based on the identification of key areas and factors. Expert sample consisted of 5 selected managers of B2B companies in the Czech Republic. The purpose of these interviews was to determine the weights of individual criteria and sub-criteria using Saaty's method of pairwise comparison. The preliminary results suggest that the most influential factor is increase in sales to existing customers on the other hand investment support by the company management to further expansion of CRM does not play significant role in CRM systems evaluation.
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
<a href="/en/project/EE2.3.20.0296" target="_blank" >EE2.3.20.0296: Research team for modelling of economic and financial processes at VSB-TU Ostrava</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)<br>S - Specificky vyzkum na vysokych skolach
Others
Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
INTCESS'15 : 2nd International Conference on Education and Social Sciences : abstracts & proceedings : 2-4 February 2015- Istanbul, Turkey
ISBN
978-605-64453-2-3
ISSN
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e-ISSN
neuvedeno
Number of pages
7
Pages from-to
641-647
Publisher name
OCERINT
Place of publication
Istanbul
Event location
Istanbul
Event date
Feb 2, 2015
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000369591700071