CRM Factors Assessment Using Analytic Hierarchy Process

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

CRM Factors Assessment Using Analytic Hierarchy Process

Popis výsledku v původním jazyce

The aim of this paper is to analyze the degree of factors&apos; 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&apos;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.

Název v anglickém jazyce

CRM Factors Assessment Using Analytic Hierarchy Process

Popis výsledku anglicky

The aim of this paper is to analyze the degree of factors&apos; 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&apos;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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

<a href="/cs/project/EE2.3.20.0296" target="_blank" >EE2.3.20.0296: Výzkumný tým pro modelování ekonomických a finančních procesů na VŠB-TU Ostrava</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)<br>S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název statě ve sborníku

INTCESS&apos;15 : 2nd International Conference on Education and Social Sciences : abstracts &amp; proceedings : 2-4 February 2015- Istanbul, Turkey

ISBN

978-605-64453-2-3

ISSN

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e-ISSN

neuvedeno

Počet stran výsledku

7

Strana od-do

641-647

Název nakladatele

OCERINT

Místo vydání

Istanbul

Místo konání akce

Istanbul

Datum konání akce

2. 2. 2015

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

000369591700071