Current Proceedings on Technology

Yazarlar: Jan Nemecek

Konular:-

Anahtar Kelimeler:CRM,Customer Relationship Management,Information Technology,Information Systems,Overall Turnover,Trading Income,Competitiveness.

Özet: This study deals with comparing and analyzing overall turnovers and trading incomes of selected companies with implemented information technology and business strategy Customer Relationship Management (CRM) in comparison with overall turnovers and trading incomes of companies without implemented CRM. General awareness of the CRM among managers in the Czech Republic is for several years, but in comparison with Western nations of the European Union the Czech companies are still lagging in its use. At the time of the lingering economic crisis CRM starts to be more implemented. CRM strategy and purchase of information systems and technology for CRM is mainly implemented in companies to increase competitiveness, improve the quality of long-term relationships and improve communication with customers. The basic hypothesis of this study is whether implementation of CRM has helped to better overcome the economic crisis and how was this reflected in the overall turnover and trading income of selected companies. The companies were selected according to the results of a questionnaire survey in which managers said whether the company is using CRM or not. Thus the selected companies were ranked into the categories according to the number of employees. These categories are compared and analyzed by the overall turnover and trading income of companies in years 2007-2010. Obtained results are presented and described in tables. At the end of the study are listed the most frequently used information technologies and solutions supporting CRM.

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