Differentiated Customer Relationship Management – a tool for increasing enterprise competitiveness

• Autorzy: Čierna Helena , Sujová Erika

Identyfikatory

DOI

10.2478/mspe-2022-0020

• Języki publikacji: EN

Abstrakty

EN

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.

Słowa kluczowe

EN

Customer Relationship Management (CRM); CRM mode; enterprise competitiveness; ethical aspects

• Wydawca: STE GROUP
• Czasopismo: Management Systems in Production Engineering
• Rocznik: 2022
• Tom: nr 2 (30)
• Strony: 163--171
• Opis fizyczny: Bibliogr. 41 poz., rys., tab.

Twórcy

autor

Čierna Helena

• Technical University in Zvolen Faculty of Technology Department of Manufacturing Technology and Quality Management Študentská 26, 960 01 Zvolen, Slovak Republic

• https://orcid.org/0000-0003-2084-9282+

autor

Sujová Erika

• Technical University in Zvolen Faculty of Technology Department of Manufacturing Technology and Quality Management Študentská 26, 960 01 Zvolen, Slovak Republic

• https://orcid.org/0000-0003-4281-4830

Bibliografia

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu „Społeczna odpowiedzialność nauki” - moduł: Popularyzacja nauki i promocja sportu (2022-2023).