References
AlQershi, N. A., Mokhtar, S. S. M., & Abas, Z. bin. (2022). CRM dimensions and performance of SMEs in Yemen: the moderating role of human capital. Journal of Intellectual Capital, 23(3), 516–537. https://doi.org/10.1108/JIC-05-2020-0175
Search via ReFindit
Andronie, M., Lăzăroiu, G., Ștefănescu, R., Ionescu, L., & Cocoșatu, M. (2021). Neuromanagement decision-making and cognitive algorithmic processes in the technological adoption of mobile commerce apps. Oeconomia Copernicana, 12(4), 1033–1062. https://doi.org/10.24136/oc.2021.034
Search via ReFindit
Antão, J., Pereira, R., & Ribeiro, R. (2022). Mobile CRM development for real estate agents. Property Management, 40(4), 457–483. https://doi.org/10.1108/PM-05-2021-0029
Search via ReFindit
Bartók, O., Kozák, V., & Bauerová, R. (2021). Online grocery shopping: the customers' perspective in the Czech Republic. Equilibrium. Quarterly Journal of Economics and Economic Policy, 16(3), 679–695. https://doi.org/10.24136/eq.2021.025
Search via ReFindit
Basílio, M. P., Pereira, V., Costa, H. G., Santos, M., & Ghosh, A. (2022). A Systematic Review of the Applications of Multi-Criteria Decision Aid Methods (1977–2022). Electronics, 11(11), 1720. https://doi.org/10.3390/electronics11111720
Search via ReFindit
Bäumer, F., & Buff, B. (2019). How to Boost Customer Relationship Management via Web Mining Benefiting from the Glass Customer’s Openness. Proceedings of the 8th International Conference on Data Science, Technology and Applications, 129–136. https://doi.org/10.5220/0007828301290136
Search via ReFindit
Belas, J., Gavurova, B., Dvorsky, J., Cepel, M., & Durana, P. (2022). The impact of the COVID-19 pandemic on selected areas of a management system in SMEs. Economic Research-Ekonomska Istraživanja, 35(1), 3754-3777. https://doi.org/10.1080/1331677x.2021.2004187
Search via ReFindit
Bohling, T., Bowman, D., LaValle, S., Mittal, V., Narayandas, D., Ramani, G., & Varadarajan, R. (2006). CRM Implementation. Journal of Service Research, 9(2), 184–194. https://doi.org/10.1177/1094670506293573
Search via ReFindit
Boujena, O., Coussement, K., & de Bock, K. W. (2018). Data-Driven Customer Centricity. In Intelligent Systems (pp. 1895–1912). IGI Global. https://doi.org/10.4018/978-1-5225-5643-5.ch084
Search via ReFindit
Brandtzaeg, P. B., & Følstad, A. (2017). Why People Use Chatbots (pp. 377–392). https://doi.org/10.1007/978-3-319-70284-1_30
Search via ReFindit
Český statistický úřad. (2021). Využívání informačních a komunikačních technologií v podnikatelském sektoru https://www.czso.cz/documents/10180/164503431/06100422d.pdf
Search via ReFindit
Chatterjee, S., Chaudhuri, R., Vrontis, D., Thrassou, A., & Ghosh, S. K. (2021). Adoption of artificial intelligence-integrated CRM systems in agile organizations in India. Technological Forecasting and Social Change, 168, 120783. https://doi.org/10.1016/j.techfore.2021.120783
Search via ReFindit
Chovanová Supeková, S., Krchová, H., & Fabo, L. (2023). Modelling the CSR concept of an enterprise under the influence of marketing strategies and strategic competitiveness. Journal of Competitiveness, 15(1), 20-37. https://doi.org/10.7441/joc.2023.01.02
Search via ReFindit
Chromcakova, Starzyczna. (2018). Using Crm Technology In Czech Enterprises. https://www-webofscience-com.ezproxy.techlib.cz/wos/woscc/full-record/WOS:000681676300266
Search via ReFindit
Chumwatana, T., & Wongkolkitsilp, K. (2019). Using Classification Technique for Customer Relationship Management based on Thai Social Media Data. Proceedings of the 2019 11th International Conference on Computer and Automation Engineering, 7–11. https://doi.org/10.1145/3313991.3314010
Search via ReFindit
Claybaugh, C. C., Reychav, I., & Nah, F. F.-H. (2023). Relational and Technological Assessment of CRM Providers: A Multifactor Study. Journal of Computer Information Systems, 63(1), 107–117. https://doi.org/10.1080/08874417.2022.2031348
Search via ReFindit
Cricelli, L., Famulari, F. M., Greco, M., & Grimaldi, M. (2020). Searching for the one: Customer relationship management software selection. Journal of Multi-Criteria Decision Analysis, 27(3–4), 173–188. https://doi.org/10.1002/mcda.1687
Search via ReFindit
CRM Trends. Software Advice (2019). https://www.softwareadvice.com/resources/crm-trends-2019/
Search via ReFindit
Cruz, T. M., Gutiérrez-Artacho, J., & Bernardino, J. (2017). Open Source CRM Tools for Small Companies (pp. 426–435). https://doi.org/10.1007/978-3-319-56535-4_43
Search via ReFindit
Dabija, D. C. ., Câmpian, V., Pop, A.-R., & Băbuț, R. (2022). Generating loyalty towards fast fashion stores: a cross-generational approach based on store attributes and socio-environmental responsibility. Oeconomia Copernicana, 13(3), 891–934. https://doi.org/10.24136/oc.2022.026
Search via ReFindit
Del Vecchio, P., Mele, G., Siachou, E., & Schito, G. (2022). A structured literature review on Big Data for customer relationship management (CRM): toward a future agenda in international marketing. International Marketing Review, 39(5), 1069–1092. https://doi.org/10.1108/IMR-01-2021-0036
Search via ReFindit
Dijmărescu, I., Iatagan, M., Hurloiu, I., Geamănu, M., Rusescu, C., & Dijmărescu, A. (2022). Neuromanagement decision making in facial recognition biometric authentication as a mobile payment technology in retail, restaurant, and hotel business models. Oeconomia Copernicana, 13(1), 225–250. https://doi.org/10.24136/oc.2022.007
Search via ReFindit
Dvorsky, J., Belas, J., Gavurova, B., & Brabenec, T. (2021). Business risk management in the context of small and medium-sized enterprises. Economic Research-Ekonomska Istraživanja, 34(1), 1690-1708. https://doi.org/10.1080/1331677X.2020.1844588
Search via ReFindit
Eurostat. (2023). Enterprises using software solutions, like CRM to analyze information about clients for marketing purposes. https://ec.europa.eu/eurostat/databrowser/view/tin00116/default/table?lang=en
Search via ReFindit
Fedorko, I., Bacik, R., & Gavurova, B. (2018). Technology acceptance model in e-commerce segment. Management & Marketing-Challenges for the Knowledge Society, 13(4), 1242-1256. https://doi.org/10.2478/mmcks-2018-0034
Search via ReFindit
Fernández-Cejas, M., Pérez-González, C. J., Roda-García, J. L., & Colebrook, M. (2022). CURIE: Towards an Ontology and Enterprise Architecture of a CRM Conceptual Model. Business & Information Systems Engineering, 64(5), 615–643. https://doi.org/10.1007/s12599-022-00744-0
Search via ReFindit
Ferrer-Estévez, M., & Chalmeta, R. (2023). Sustainable customer relationship management. Marketing Intelligence & Planning, 41(2), 244–262. https://doi.org/10.1108/MIP-06-2022-0266
Search via ReFindit
Foltean, F. S., Trif, S. M., & Tuleu, D. L. (2019). Customer relationship management capabilities and social media technology use: Consequences on firm performance. Journal of Business Research, 104, 563–575. https://doi.org/10.1016/j.jbusres.2018.10.047
Search via ReFindit
G2 Magic Quadrant for B2B Marketing Automation Platforms. (2022). https://www.gartner.com/reprints/salesforce?id=1-2B62NWW8&ct=220919&st=sb
Search via ReFindit
Galvão, M. B., de Carvalho, R. C., Oliveira, L. A. B. de, & Medeiros, D. D. de. (2018). Customer loyalty approach based on CRM for SMEs. Journal of Business & Industrial Marketing, 33(5), 706–716. https://doi.org/10.1108/JBIM-07-2017-0166
Search via ReFindit
Gartner. (2022). Evaluating CRM Platforms for Customer Engagement. https://www.gartner.com/en/documents/4012788
Search via ReFindit
Gavurova, B., Schonfeld, J., Bilan, Y., & Dudas, T. (2022). Study of the Differences in the Perception of the Use of the Principles of Corporate Social Responsibility in Micro, Small and Medium-Sized Enterprises in the V4 Countries. Journal of Competitiveness, 14(2), 23–40. https://doi.org/10.7441/joc.2022.02.02
Search via ReFindit
Georgescu, Codrin. (2021). Email marketing reach in the European Union. https://www-webofscience-com.ezproxy.techlib.cz/wos/woscc/full-record/WOS:000603428100023
Search via ReFindit
González-Benito, Ó., Venturini, W. T., & González-Benito, J. (2017). CRM Technology: Implementation Project and Consulting Services as Determinants of Success. International Journal of Information Technology & Decision Making, 16(02), 421–441. https://doi.org/10.1142/S0219622017500067
Search via ReFindit
Habul, A., Pilav-Velić, A., & Fejzić, A. (2017). Whether the Employee Commitment to Implementation of the CRM System Contributes to Customer Loyalty? Empirical Analysis of a Successful CRM Implementation in the Auto Industry in Bosnia and Herzegovina (pp. 401–411). https://doi.org/10.1007/978-3-319-39919-5_29
Search via ReFindit
Hakimi, W. B., & Mehdi, A. (2020). Testing the Impact of Social CRM on Firm Performance. International Journal of Customer Relationship Marketing and Management, 11(2), 71–85. https://doi.org/10.4018/IJCRMM.2020040105
Search via ReFindit
Jami Pour, M., & Hosseinzadeh, M. (2021). An integrated framework of change management for social CRM implementation. Information Systems and E-Business Management, 19(1), 43–75. https://doi.org/10.1007/s10257-020-00479-z
Search via ReFindit
Júnior, D. G. S., & Ramírez, R. H. (2021). Using the Probe Methodology to Investigate the User Experience in a CRM System (pp. 157–165). https://doi.org/10.1007/978-3-030-61671-7_15
Search via ReFindit
Khanh, C. N. T., Phong, L. T., & Cao, K. D. (2022). The impact of organizational factors on E-CRM success implementation. VINE Journal of Information and Knowledge Management Systems, 52(4), 612–629. https://doi.org/10.1108/VJIKMS-05-2020-0096
Search via ReFindit
Kim, H. G., & Wang, Z. (2019). Defining and measuring social customer-relationship management (CRM) capabilities. Journal of Marketing Analytics, 7(1), 40–50. https://doi.org/10.1057/s41270-018-0044-8
Search via ReFindit
Koch M., (2010). Information systems management. (3rd ed.). Academic publishing CERM®.
Search via ReFindit
Krchova, H., & Svejnova Hoesova, K. (2021). The impact of modern communication marketing tools to increase the innovativeness of business. Marketing and Management of Innovations, 5(3), 117–126. https://doi.org/10.21272/mmi.2021.3-10
Search via ReFindit
Kulkarni, T., Mokadam, P., Bhat, J., & Devadkar, K. (2020). Potential Customer Classification in Customer Relationship Management Using Fuzzy Logic (pp. 67–75). https://doi.org/10.1007/978-3-030-38040-3_7
Search via ReFindit
Langerová, A., Starzyczná, H., & Zapletalová, Š. (2021). Using the Analytical Part of CRM in Small and Medium-Sized Enterprises in the Czech Republic. Central European Business Review, 10(3), 67–89. https://doi.org/10.18267/j.cebr.262
Search via ReFindit
Lazaroiu, G., Androniceanu, A., Grecu, I., Grecu, G., & Neguriță, O. (2022). Artificial intelligence-based decision-making algorithms, Internet of Things sensing networks, and sustainable cyber-physical management systems in big data-driven cognitive manufacturing. Oeconomia Copernicana, 13(4), 1047–1080. https://doi.org/10.24136/oc.2022.030
Search via ReFindit
Lobato, F. M. F., Silva Junior, J. L. F., Jacob, A., & Lisboa Cardoso, D. (2020). Social CRM: A Literature Review Based on Keywords Network Analysis (pp. 237–249). https://doi.org/10.1007/978-3-030-61146-0_19
Search via ReFindit
Lorente Páramo, Á. J., Hernández García, Á., & Chaparro Peláez, J. (2021). Modelling email marketing effectiveness – An approach based on the theory of hierarchy-of-effects. Cuadernos de Gestión, 21(1), 19–27. https://doi.org/10.5295/cdg.191094ah
Search via ReFindit
Lv, Y. (2021). Research on customer relationship management of A company under the background of e-commerce. 2021 2nd International Conference on E-Commerce and Internet Technology (ECIT), 1–4. https://doi.org/10.1109/ECIT52743.2021.00008
Search via ReFindit
Markovets, O., Holoshchuk, R., Holoshchuk, S., & Dumanskyi, N. (2021). CRM System and Consolidated Information Resource: Ways of Creation and Interaction.
Search via ReFindit
Melovic, B., Rondovic, B., Mitrovic-Veljkovic, S., Ocovaj, S. B., & Dabic, M. (2022). Electronic Customer Relationship Management Assimilation in Southeastern European Companies—Cluster Analysis. IEEE Transactions on Engineering Management, 69(4), 1081–1100. https://doi.org/10.1109/TEM.2020.2972532
Search via ReFindit
Nam, D., Lee, J., & Lee, H. (2019). Business analytics use in CRM: A nomological net from IT competence to CRM performance. International Journal of Information Management, 45, 233–245. https://doi.org/10.1016/j.ijinfomgt.2018.01.005
Search via ReFindit
Pohludka, M., & Štverková, H. (2019). The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises. Administrative Sciences, 9(1), 22. https://doi.org/10.3390/admsci9010022
Search via ReFindit
Pour, M. J., Mamani, E. N., & Rahimzadeh, M. (2018). How Customer Relationship Management (CRM) and Innovation Influence Business Performance Mediating Role of Innovation. International Journal of Customer Relationship Marketing and Management, 9(2), 1–15. https://doi.org/10.4018/IJCRMM.2018040101
Search via ReFindit
Powell, A., Noble, C. H., Noble, S. M., & Han, S. (2018). Man vs machine. European Journal of Marketing, 52(3/4), 725–757. https://doi.org/10.1108/EJM-10-2015-0750
Search via ReFindit
Rodriguez, M., & Boyer, S. (2020). The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance. Journal of Marketing Analytics, 8(3), 137–148. https://doi.org/10.1057/s41270-020-00087-3
Search via ReFindit
Schork, S., Zahid, F., Pradhan, D., Kicin, S., & Schwichtenberg, A. (2019). Building an Open-Source Cross-Cloud DevOps Stack for a CRM Enterprise Application: A Case Study (pp. 3–11). https://doi.org/10.1007/978-3-030-20883-7_1
Search via ReFindit
Šebjan, U., Bobek, S., & Tominc, P. (2016). Factors Influencing Attitudes Towards the Use of CRM’s Analytical Tools in Organizations. Organizacija, 49(1), 28–41. https://doi.org/10.1515/orga-2016-0004
Search via ReFindit
Šimović, P. P., Chen, C. Y. T., & Sun, E. W. (2023). Classifying the Variety of Customers’ Online Engagement for Churn Prediction with a Mixed-Penalty Logistic Regression. Computational Economics, 61(1), 451–485. https://doi.org/10.1007/s10614-022-10275-1
Search via ReFindit
Skare, M., Gavurova, B., & Kovac, V. (2023b). Investigation of selected key indicators of circular economy for implementation processes in sectorial dimensions. Journal of Innovation & Knowledge, 8(4), 100421. https://doi.org/10.1016/j.jik.2023.100421
Search via ReFindit
Skare, M., Gavurova, B., & Rigelsky, M. (2023a). Innovation activity and the outcomes of B2C, B2B, and B2G E-Commerce in EU countries. Journal of Business Research, 163, 113874. https://doi.org/10.1016/j.jbusres.2023.113874
Search via ReFindit
Skulimowski, A. M. J., & Badecka, I. (2016). Software Innovation Dynamics in CMSs and Its Impact on Enterprise Information Systems Development (pp. 309–324). https://doi.org/10.1007/978-3-319-49944-4_23
Search via ReFindit
Sohail, M., Mohsin, Z., & Khaliq, S. (2021). User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot (pp. 279–287). https://doi.org/10.1007/978-3-030-90176-9_3
Search via ReFindit
Suoniemi, S., Terho, H., Zablah, A., Olkkonen, R., & Straub, D. W. (2021). The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity. Journal of Business Research, 127, 108–122. https://doi.org/10.1016/j.jbusres.2021.01.007
Search via ReFindit
Suoniemi, S., Zablah, A., Terho, H., Olkkonen, R., Straub, D., & Makkonen, H. (2022). CRM system implementation and firm performance: the role of consultant facilitation and user involvement. Journal of Business & Industrial Marketing, 37(13), 19–32. https://doi.org/10.1108/JBIM-08-2021-0380
Search via ReFindit
Tazkarji, M. Y., & Stafford, T. (2020). Reasons for Failures of CRM Implementations. IEEE Transactions on Computational Social Systems, 7(3), 718–724. https://doi.org/10.1109/TCSS.2020.2980856
Search via ReFindit
Thanh, N. van. (2022). Designing a MCDM Model for Selection of an Optimal ERP Software in Organization. Systems, 10(4), 95. https://doi.org/10.3390/systems10040095
Search via ReFindit
Trif, S.-M., Duțu, C., & Tuleu, D.-L. (2019). Linking CRM capabilities to business performance: a comparison within markets and between products. Management & Marketing. Challenges for the Knowledge Society, 14(3), 292–303. https://doi.org/10.2478/mmcks-2019-0021
Search via ReFindit
Viana, J., van der Zandt, M., Reinhold, O., & Alt, R. (2020). Outsourcing of Social CRM Services in German SMEs (pp. 215–228). https://doi.org/10.1007/978-3-030-61146-0_17
Search via ReFindit
Waliszewski & Warchlewska, 2021). Comparative analysis of Poland and selected countries in terms of household financial behaviour during the COVID-19 pandemic. Equilibrium. Quarterly Journal of Economics and Economic Policy, 16(3), 577–615. https://doi.org/10.24136/eq.2021.021
Search via ReFindit
Whitaker, J., Krishnan, M. S., Fornell, C., & Morgeson, F. (2020). How Does Customer Service Offshoring Impact Customer Satisfaction? Journal of Computer Information Systems, 60(6), 569–582. https://doi.org/10.1080/08874417.2018.1552091
Search via ReFindit
Yasiukovich, S., & Haddara, M. (2021). Social CRM in SMEs: A Systematic Literature Review. Procedia Computer Science, 181, 535–544. https://doi.org/10.1016/j.procs.2021.01.200
Search via ReFindit
Zhao, Z.-Q., & Li, H.-Y. (2016). Critical Success Factors of CRM System Implementation. 989–994.
Search via ReFindit
RSS 1.0
