The Comparison of Customer Relationship Management (Crm) in Czech Small and Medium Enterprises According to Selected Characteristics in the Years 2015, 2010 and 2005

Starzyczná, Halina; Pellešová, Pavlína; Stoklasa, Michal

doi:10.11118/actaun201765051767

Cited by 3 publications

(5 citation statements)

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“…Only a small number of SMEs considered CRM ineffective. Also, both surveys from the Czech Republic and our findings partially confirmed that the use of CRM grows in terms of the size of the business was almost the same [1,17,67,79]. Following the results mentioned in our paper, in the case of clusters 1 and 2 (mainly consisting of micro-and small enterprises with no significant difference in terms of the enterprise size), there are various approaches to creating and using customer database between studied groups.…”

Section: Verification Of Working Hypotheses and Discussionsupporting

confidence: 85%

“…Conversely, 45% of SMEs use CRM, 3% of SMEs are in the implementation phase, 21% of SMEs consider the implementation, and 31% of SMEs do not consider implementing CRM (especially micro-enterprises). The research from the Moravian-Silesian region also presents interesting results [67]. Knowledge of the concept of CRM in SMEs was enhanced by 39% in the last 5 years.…”

Section: Verification Of Working Hypotheses and Discussionmentioning

confidence: 86%

“…According to various studies dealing with SMEs [1,13,17,67], the practices of creating the databases and CRM are implemented proportionally to the enterprise size, i.e., in the case of small enterprises, it almost does not occur. It is especially due to the lack of resources, personal data protection, control, and the quality of evaluation and subsequent use.…”

Section: Amentioning

confidence: 99%

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The Approach of SMEs to Using the Customer Databases and CRM: Empirical Study in the Slovak Republic

et al. 2019

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Sustainability of (small and medium-sized enterprises) SMEs in a globalized economy depends on several factors. According to available studies, effective Customer Relationship Management (CRM) is one of the factors affecting the competitiveness of SMEs in a positive way. This paper is focused on creating customer databases and on using the CRM strategy in SMEs in Slovakia. The aim of the paper is to cluster SMEs in Slovakia based on using customer databases and CRM and to identify differences in clusters according to the selected attributes. The outputs of the research focused on marketing communication and on creating the CRM strategy in Slovak enterprises are presented in the paper. Quantitative nonexperimental research using the questionnaires was conducted at the end of 2017 and throughout the year 2018. The research results are based on the responses of 1009 Slovak SMEs. Basic descriptive statistics, K-means cluster analysis, Analysis of variance (ANOVA), and Tukey HSD test were used to process the data. The resulting clusters show three typical attitudes of Slovak SMEs to creating the database, using the CRM and its effectiveness. Moreover, attitude to the application of ethical principles and holistic, integrated, and socially responsible marketing are presented in the clusters. Following the results, the fact that SMEs can be divided into the three following clusters with equal size can be stated: 1st cluster (in 92.2% and consisting of micro- and small-sized enterprises), customer databases are created for the purpose of marketing communication; 2nd cluster, consisting of the highest percentage of medium-sized enterprises and enterprises with foreign equity participation using the customer databases and CRM; and 3rd cluster characterized with smaller-sized enterprises with domestic property not focused on marketing communication and using the customer databases. The research results provide the basis for further research and support for small and medium-sized enterprises.

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Section: Verification Of Working Hypotheses and Discussionsupporting

confidence: 85%

Section: Verification Of Working Hypotheses and Discussionmentioning

confidence: 86%

Section: Amentioning

confidence: 99%

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The Approach of SMEs to Using the Customer Databases and CRM: Empirical Study in the Slovak Republic

et al. 2019

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“…4.3). CRM solutions compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media (Starzyczna et al 2017;Yerpude and Kumar Singhal 2018). Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.…”

Section: • Customer Relationship Management (Crm)mentioning

confidence: 99%

Business Informatics Principles

2019

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Business informatics consists of two major areas which are developing separately but are closely related and also to some extent integrated within information systems architecture in organisations. The first area is business solutions as core information systems for support of business operationsthey consist of Enterprise resources planning solutions (ERP), Customer relationship management solutions (CRM) and other specialised solutions. The second area is Business Intelligence (BI). After describing the basic concepts of these information solutions/business information systems and their functionality, the chapter explains the emerging integration of business informatics and geo-informatics. Developments provided by solution providers are analysed and discussed. The chapter concludes with a bibliometric analysis of research which shows areas and dynamics of business informatics and GIS integration.

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“…The SME sector influences has a key role in a currently highly competitive environment that is characteristic of the globalization process. It is imperative to acquire customers and maintain them so that this relationship would bring good economic results to the company (Starzyczná, Pellešová, Stoklasa 2017). The position of SMEs on the market is not simple.…”

Section: Introductionmentioning

confidence: 99%

The Level of Strategic Part of CRM Architecture in Small and Medium-Sized Enterprises in the Czech Republic

Langerová¹,

Starzyczná²

2022

AAK

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The Comparison of Customer Relationship Management (Crm) in Czech Small and Medium Enterprises According to Selected Characteristics in the Years 2015, 2010 and 2005

Cited by 3 publications

References 17 publications

The Approach of SMEs to Using the Customer Databases and CRM: Empirical Study in the Slovak Republic

The Approach of SMEs to Using the Customer Databases and CRM: Empirical Study in the Slovak Republic

Business Informatics Principles

The Level of Strategic Part of CRM Architecture in Small and Medium-Sized Enterprises in the Czech Republic

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