The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F19%3A10243987" target="_blank" >RIV/61989100:27510/19:10243987 - isvavai.cz</a>

Result on the web

<a href="https://www.mdpi.com/2076-3387/9/1/22" target="_blank" >https://www.mdpi.com/2076-3387/9/1/22</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.3390/admsci9010022" target="_blank" >10.3390/admsci9010022</a>

Result language

angličtina

Original language name

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Original language description

The biggest key aspect to the success of a business is a satisfied customer. For this reason, it is possible to state that the growing trend of focusing on the customer and his/her needs has prevailed in recent years. The aim of this article is to analyze the use of CRM (Customer Relationship Management) systems in small- and medium-sized enterprises (SMEs) in the Czech Republic and to find the determinants for CRM system implementation. The best practice for CRM implementation suitable for SMEs is clarified using a specific case of a global enterprise. A fully functional CRM system can be considered a competitive advantage, and this is not only the case for global companies, but also for small and medium enterprises. Using a functional CRM interconnected with an ERP system, enterprises are able to manage business and direct marketing activities, as well as the company&apos;s overall profits. These functional systems lead to an integrated system called funnel management, which improves customer relationship management and leads to a sustainable business.

Czech name

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Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

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Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2019

Confidentiality

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

Name of the periodical

Administrative Sciences

ISSN

2076-3387

e-ISSN

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Volume of the periodical

9

Issue of the periodical within the volume

1

Country of publishing house

CH - SWITZERLAND

Number of pages

17

Pages from-to

22-39

UT code for WoS article

000464113900001

EID of the result in the Scopus database

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