CRM Systems for Various Customer Needs by Optimizing their Functionality

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

CRM Systems for Various Customer Needs by Optimizing their Functionality

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

CRM Systems for Various Customer Needs by Optimizing their Functionality

Popis výsledku anglicky

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.

Druh

J_ost - Ostatní články v recenzovaných periodicích

CEP obor

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OECD FORD obor

10201 - Computer sciences, information science, bioinformathics (hardware development to be 2.2, social aspect to be 5.8)

Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2025

Kód důvěrnosti údajů

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

Název periodika

Journal of Information Systems Engineering and Management

ISSN

2468-4376

e-ISSN

2468-4376

Svazek periodika

10

Číslo periodika v rámci svazku

30s

Stát vydavatele periodika

PT - Portugalská republika

Počet stran výsledku

10

Strana od-do

521-530

Kód UT WoS článku

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EID výsledku v databázi Scopus

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