THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F47813059%3A19520%2F17%3A00010878" target="_blank" >RIV/47813059:19520/17:00010878 - isvavai.cz</a>

Výsledek na webu

<a href="http://wsb.edu.pl/container/Wydawnictwo/FSO%20vol%205%20No%204%20-%202017/forum-04-2017-5.pdf" target="_blank" >http://wsb.edu.pl/container/Wydawnictwo/FSO%20vol%205%20No%204%20-%202017/forum-04-2017-5.pdf</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.23762/FSO_VOL5NO4_17_5" target="_blank" >10.23762/FSO_VOL5NO4_17_5</a>

Jazyk výsledku

angličtina

Název v původním jazyce

THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC

Popis výsledku v původním jazyce

This article aims to present selected CRM areas focused on people, their knowledge of CRM, communication with customers and activities in process of CRM in the Czech SMEs. Customer relationship management is not possible without these elements. 736 respondents were addressed. Awareness of CRM increases, the level of contact is changing in favour of a complete evaluation and creation of databases, which favors communication. Differentiated is carrying out tasks to ensure the CRM process. Some activities are carried out regularly, some occasionally. But there are many activities that SMEs do not carry out at all. SMEs prefer personal contact with customers over electronic. The latest research results are, if possible, compared with results from 2005, 2010, or 2012. Hypotheses testing confirmed the relationship between the SME size and CRM awareness in companies, customer contact levels and methods of customer contact. Growing CRM awareness and introducing CRM processes into the business system can make a significant contribution to improving the SME market position.

Název v anglickém jazyce

THE LEVEL OF SELECTED CRM AREAS IN SMALL AND MEDIUM SIZED ENTERPRISES IN THE CZECH REPUBLIC

Popis výsledku anglicky

This article aims to present selected CRM areas focused on people, their knowledge of CRM, communication with customers and activities in process of CRM in the Czech SMEs. Customer relationship management is not possible without these elements. 736 respondents were addressed. Awareness of CRM increases, the level of contact is changing in favour of a complete evaluation and creation of databases, which favors communication. Differentiated is carrying out tasks to ensure the CRM process. Some activities are carried out regularly, some occasionally. But there are many activities that SMEs do not carry out at all. SMEs prefer personal contact with customers over electronic. The latest research results are, if possible, compared with results from 2005, 2010, or 2012. Hypotheses testing confirmed the relationship between the SME size and CRM awareness in companies, customer contact levels and methods of customer contact. Growing CRM awareness and introducing CRM processes into the business system can make a significant contribution to improving the SME market position.

Druh

J_ost - Ostatní články v recenzovaných periodicích

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

O - Projekt operacniho programu

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název periodika

Forum Scientiae Oeconomia

ISSN

2300-5947

e-ISSN

—

Svazek periodika

5

Číslo periodika v rámci svazku

4

Stát vydavatele periodika

PL - Polská republika

Počet stran výsledku

12

Strana od-do

59-70

Kód UT WoS článku

—

EID výsledku v databázi Scopus

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