Differentiated Customer Relationship Management – A Tool for Increasing Enterprise Competitiveness

The paper focuses on Customer Relationship Management (CRM), based on latest national and international studies of the subject. The goal of the paper is to identify how the selected companies that operate in Slovakia understand the concept of CRM and to what degree they actively use it. Thereafter a...

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Bibliographic Details
Published inManagement systems in production engineering Vol. 30; no. 2; pp. 163 - 171
Main Authors Čierna, Helena, Sujová, Erika
Format Journal Article
LanguageEnglish
Published Gliwice Sciendo 01.06.2022
De Gruyter Poland
Subjects
CRM mode
Customer Relationship Management (CRM)
enterprise competitiveness
ethical aspects
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Summary:The paper focuses on Customer Relationship Management (CRM), based on latest national and international studies of the subject. The goal of the paper is to identify how the selected companies that operate in Slovakia understand the concept of CRM and to what degree they actively use it. Thereafter authors compare different approaches to management of company’s relationship with customers. They wanted to focus on a deeper analysis and decided to use in our orientation and evaluative research also a different approach, such as collaboration with international experts. In the paper the authors identify level of use of social CRM in selected companies in Slovakia and based on expert opinions of members of an international group they design an optimal model of CRM.
Bibliography:ObjectType-Article-1
SourceType-Scholarly Journals-1
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content type line 14
ISSN:2450-5781
2299-0461
2450-5781
DOI:10.2478/mspe-2022-0020