设计和实施客户关系管理系统，优化贸易公司的业务流程

IF 1.2 Q4 BUSINESS

Entrepreneurship and Sustainability Issues Pub Date : 2023-12-01 DOI:10.9770/jesi.2023.11.2(25)

Petr Kučera, Daniela Cmuntová

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引用次数: 0

摘要

.本文旨在为中小型企业贸易公司实施客户关系管理系统提出建议。通过对现有文件进行内容分析，分析了这些公司使用的客户关系管理系统的类型和形式。通过结构化访谈，确定了客户关系管理系统必须包含的基本功能。论文的中心部分涉及客户关系管理系统的开发和实施。使用 HOS 8 方法对当前系统进行了分析，并对其有效性进行了说明。结果表明，该系统可以更加高效和平衡；根据这些结论，决定实施新的客户关系管理系统。在采用 HOS 8 方法之后，又进行了 GAP 分析，将客户关系管理系统的当前状态与预期（期望）状态进行比较。通过 GAP 分析，实施客户关系管理系统的过程得以展开。这项工作的成果主要可用于与客户保持频繁和持续联系的贸易公司。不过，上述分析和程序也可用于其他类型的公司。现代客户关系管理系统还有进一步研究的机会，如自动化、数字化和人工智能。这些领域将为企业带来附加值并提高其竞争力。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Design and implementation of a CRM system to optimize business processes of a trading company

. This paper aimed to formulate recommendations for implementing CRM systems for trading companies in the small and medium-sized enterprise segment. A content analysis of current documents was used to analyze the types and forms of CRM systems used in these companies. The essential functions a CRM system must contain were identified through structured interviews. The central part of the paper deals with the development and implementation of the CRM system. The current system was analyzed using the HOS 8 method, and its effectiveness was described. The results show that the system could be more efficient and balanced; based on these findings, it was decided to implement a new CRM system. The HOS 8 method was followed by a GAP analysis, which compares the current state of the CRM system with the expected (desired) state. Using the GAP analysis, the process of implementing the CRM system was carried out. The results of this work can be mainly used in trading companies with frequent and continuous contact with customers. However, the above analysis and procedures can also be applied to other types of firms. There are opportunities for further research in modern CRM systems such as automation, digitalization, and Artificial Intelligence. These areas will bring added value to firms and increase their competitiveness.

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来源期刊

Entrepreneurship and Sustainability Issues BUSINESS-

自引率

5.90%

发文量

审稿时长

20 weeks

期刊介绍： ENTREPRENEURSHIP AND SUSTAINABILITY ISSUES ISSN 2345-0282 (online) is a peer-reviewed scientific journal, serving as a platform to foster multi/interdisciplinary innovations that bring together the research communities and the end-users being affected. It is where theory meets practice, evident in the authors being experts across the industrial value chain – including business visionaries, regulatory and standards bodies, and especially pan-European networking through public and private sector partnerships (PPPs). Accepted papers present outcomes of initiatives and findings across all fields of science and technology, especially social sciences and humanities. Multi/interdisciplinary approach is encouraged. Recent additions to the already well-accomplished editorial board includes experts from the energy and information and communication technologies (ICT) sectors, particularly focused on advances to the state of the arts in environmental sustainability developments. This journal publishes original research papers that are rich with case studies of modern demonstrations, presenting innovative solutions to socio-economic and socio-technical problems that plague modern societies. It is a journal that is positioned as collaborative platform where theory meets practice, which is accomplished by publishing authors who’ve uncovered new linkages between data formulation and the underpinning theories, cases, observations, and validated hypotheses arising from the analysis of that data. ESI journal scope includes as well a particular focus on the business development side of smart electricity grids regarding financial or innovative technological aspects surrounding: renewable production, energy storage and management, construction materials, retrofitting, urban planning, and the trading of actors within emerging markets affected by energy supply and demand tradeoff.