Utilization of Balanced Scorecard and Customer Relationship Management and the Effect of Their Joint Use on the Financial Performance of Companies in the Czech Republic

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F14%3A43872354" target="_blank" >RIV/70883521:28120/14:43872354 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Utilization of Balanced Scorecard and Customer Relationship Management and the Effect of Their Joint Use on the Financial Performance of Companies in the Czech Republic

Original language description

An extensive questionnaire survey (a total of 167 enterprises in the Czech Republic) was used for identification of the use of selected performance concepts – BSC and CRM. It was tested whether the joint use of performance concepts BSC and CRM in corporate practice improves the financial performance of companies. Financial performance was measured by Return on Equity (ROE) and Return on Assets (ROA). An extensive questionnaire survey revealed that the BSC is currently used by 21 % of enterprises and CRM by 33 % of enterprises. Furthermore, it was also analyzed whether and to what extent companies in the Czech Republic use several selected performance concepts contemporarily, 11 % of companies in the sample use the BSC concept in combination with the CRM concept. It was also tested whether the joint use of performance concepts in corporate practice improves the financial performance of companies. As financial performance indicators were selected Return on Equity (ROE) and Return on Assets (ROA). Based on the questionnaire survey conducted in 167 companies in the Czech Republic, it was found that the use of BSC and CRM tools in the Czech Republic is still relatively low. It can also be stated that a synergetic effect of the joint use of BSC and CRM, which would improve higher financial performance of companies, was not confirmed. As all articles, even this one was associated with certain constraints: 1/ Quality of accounting data used to calculate the profitability indicators of return on equity and return on assets. For reasons of tax optimization, companies often report earnings lower than they actually are. 2/ Questionnaire survey. To compile the study an extensive questionnaire survey was used, which is always linked with a certain degree of subjectivity in data provision. 3/ Time frame.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

50206 - Finance

Project

<a href="/en/project/EE2.3.20.0147" target="_blank" >EE2.3.20.0147: Development of Manpower in the Research Field of Performance Measurement and Operation, Companies, Clusters and Regions</a><br>

Continuities

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year

2014

Confidentiality

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

Article name in the collection

Proceedings of the International Conference on Performance Management: Designing the High-Performing Organization

ISBN

978-87-7882-652-7

ISSN

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e-ISSN

neuvedeno

Number of pages

11

Pages from-to

1-11

Publisher name

University Aarhus

Place of publication

Aarhus

Event location

Aarhus

Event date

Jun 25, 2014

Type of event by nationality

WRD - Celosvětová akce

UT code for WoS article

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