Have a personal or library account? Click to login
Differentiated Customer Relationship Management – A Tool for Increasing Enterprise Competitiveness Cover

Differentiated Customer Relationship Management – A Tool for Increasing Enterprise Competitiveness

Management Systems in Production Engineering
Volume 30 (2022): Issue 2 (June 2022)
By: Helena Čierna and  Erika Sujová  
Open Access
|May 2022

References

  1. [1] P. Hąbek, R. Wolniak. “Relationship between Management Practices and Quality of CSR Reports”. Procedia – Social and Behavioral Sciences, 220, pp. 115-123. https://doi.org/10.1016/j.sbspro.2016.05.475, 2016.10.1016/j.sbspro.2016.05.475
    Search in Google ScholarBack to article
  2. [2] F. Buttle. “Customer Relationship Management Concepts and Technologies”. Elsevier, Oxford, UK. ISBN 978-1-85617-522-7, 2010.
    Search in Google ScholarBack to article
  3. [3] P. Hąbek, J. Brodny. “Corporate Social Responsibility Report – An Important Tool to Communicate with Stakeholders”, 4th International Multidisciplinary Scientific Conference on Social Sciences & Arts SGEM 2017, Conference Proceedings, Volume 5, Business and Management, Albena, Bulgaria, https://doi.org/10.5593/sgemsocial2017/15), 2017.
    Search in Google ScholarBack to article
  4. [4] E. Sujová, H. Čierna. “Corporate culture as a tool to improve safety culture”. In Management Systems in Production Engineering. ISSN 2299-0461. Vol. 11, no. 3, pp. 49-52, 2013.
    Search in Google ScholarBack to article
  5. [5] D. Kolouchová, J. Rožek. “Is it Possible to Improve the Relationship between Marketing and Sales?“ Central European Business Review, 3(4), pp. 30-36. doi: 10.18267/j.cebr.100, 2014.10.18267/j.cebr.100
    Search in Google ScholarBack to article
  6. [6] A.B. Carroll. “A history of corporate social responsibility: Concepts and practices”. In Oxford Handbook of Corporate Social Responsibility; Oxford University Press: Oxford, UK; pp. 1-20, 2009.
    Search in Google ScholarBack to article
  7. [7] M. Pohludka, H. Štverková. “The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises”. Adminastrive Sciences. 2019, 9, 22. https://doi.org/10.3390/admsci9010022, 2019.10.3390/admsci9010022
    Search in Google ScholarBack to article
  8. [8] A. Farmania, R.D. Elsyah, M.A. Tuori. “Transformation of CRM Activities into e-CRM: The Generating e-Loyalty and Open Innovation”. Journal of Open Innovation. 7, 109. https://doi.org/10.3390/joitmc7020109, 2021.10.3390/joitmc7020109
    Search in Google ScholarBack to article
  9. [9] A. Langerová, H. Starzyczná, Š. Zapletalová. “Using the Analytical Part of CRM in Small and Medium-Sized Enterprises in the Czech Republic“. Central European Business Review, 10(3), pp. 67-89 doi: 10.18267/j.cebr.262, 2021.10.18267/j.cebr.262
    Search in Google ScholarBack to article
  10. [10] J. Dohnal. “Customer relationship management. Processes, workers, technology”. Grada Publishing, Praha, CZ. ISBN 80-247-0401-3, 2002.
    Search in Google ScholarBack to article
  11. [11] L. Saha, H.K. Tripathy, S.R. Nayak, A.K. Bhoi, P. Barsocchi. “Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors-A Systematic Literature Review”. Sustainability 2021, 13, 5279. https://doi.org/10.3390/su13095279, 2021.10.3390/su13095279
    Search in Google ScholarBack to article
  12. [12] Y.-S Chen, C.-K Lin, H.-M. Chuang. “Closing the Skill Gap of Cloud CRM Application Services in Cloud Computing for Evaluating Big Data Solutions”. ISPRS Int. J. Geo-Inf. 2016, 5, 227. https://doi.org/10.3390/ijgi5120227, 2016.10.3390/ijgi5120227
    Search in Google ScholarBack to article
  13. [13] N. AlQershi, S.S.M. Mokhtar, Z.B. Abas. “Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital“. Journal of Open Innovation. 2020, 6, 155. https://doi.org/10.3390/joitmc6040155, 2020.10.3390/joitmc6040155
    Search in Google ScholarBack to article
  14. [14] P. Greenberg. “CRM Customer Relationship Management at the Speed of Light”. The McGraw-Hill Companies, USA, Fourth edition. ISBN 978-0-07-159045-7, 2010.
    Search in Google ScholarBack to article
  15. [15] A.P. Wei, C.L. Peng, H.C. Huang, S.P Yeh. “Effects of Corporate Social Responsibility on Firm Performance: Does Customer Satisfaction Matter?” Sustainability, 12,7545. https://doi.org/10.3390/su12187545, 2020.10.3390/su12187545
    Search in Google ScholarBack to article
  16. [16] J.R. Lehtinen. “Active CRM – Customer Relationship Management”. Grada Publishing, Praha, CZ. ISBN 978-80-247-1814-9, 2007.
    Search in Google ScholarBack to article
  17. [17] D. Peppers, M. Rogers. “Managing Customer Relationships: A Strategic Framework“. John Wiley & Sons, Inc., Hoboken, New Jersey. 2004. ISBN 0-471-48590-X, 2004.
    Search in Google ScholarBack to article
  18. [18] A. Payne. “Achieving Excellence in Customer Management”. Elsevier Ltd., Oxford, UK. ISBN 978-0-7506-6437-0, 2007.
    Search in Google ScholarBack to article
  19. [19] K. Kantorová, P. Bachmann. “Social Customer Relationship Management and Organizational Characteristics”. Information 2018, 9, 306. https://doi.org/10.3390/info9120306, 2018.10.3390/info9120306
    Search in Google ScholarBack to article
  20. [20] M. Bush. “What is social CRM?” Advertising age, Vol. 82, No. 9, p. 42. ISSN 00018899, 2011.
    Search in Google ScholarBack to article
  21. [21] D. Rich. “The New Behavior of the Social Customer”, CRM Magazine. vol. 14, No. 5, p. 10. ISBN 1529-8728, 2010.
    Search in Google ScholarBack to article
  22. [22] A. Krizanova, L. Gajanova, M. Nadanyiova. “Design of a CRM Level and Performance Measurement Model”. Sustainability 2018, 10, 2567. https://doi.org/10.3390/su10072567, 2018.10.3390/su10072567
    Search in Google ScholarBack to article
  23. [23] E. Peelen. “Customer Relationship Management”. Pearson Education Limited, Essex, UK. ISBN 0-273-68177-9, 2005.
    Search in Google ScholarBack to article
  24. [24] A. Berson, S. Smith, K. Thearling. “Building datamining applications for CRM”. McGraw-Hill, New York, USA. ISBN 978-0-071-34444-9, 2000.
    Search in Google ScholarBack to article
  25. [25] M. Triznová. “Customer Relationship Management in Selected Businesses”. Dissertation thessis. UMB EF Banská Bystrica, 2012.
    Search in Google ScholarBack to article
  26. [26] S. Saniuk, S. Grabowska, B. Gajdzik. “Personalization of Products in the Industry 4.0 Concept and Its Impact on Achieving a Higher Level of Sustainable Consumption”. Energies 2020, 13, 5895. https://doi.org/10.3390/en13225895, 2020.10.3390/en13225895
    Search in Google ScholarBack to article
  27. [27] J. Reichel. “Chapters of the social research methodology”. Grada Publishing, Praha, CZ. ISBN 978-80-247-3006-6, 2009.
    Search in Google ScholarBack to article
  28. [28] L. Bárdošová. “Customer relationship management as a tool to increase the competitiveness of an enterprise”. Dissertation thessis. UMB EF Banská Bystrica, 2013.
    Search in Google ScholarBack to article
  29. [29] M. Meadows, S. Dibb. “Progress in customer relationship management adoption: A crosssector study“. Journal of Strategic Marketing, (2012). 20(4), pp. 323-344, 2012.
    Search in Google ScholarBack to article
  30. [30] C. Ivan, R. Popa. “A cloud based mobile dispatching system with built-in social CRM component: Design and implementation“. Computers 2015, 4, pp. 176-214, 2015.10.3390/computers4030176
    Search in Google ScholarBack to article
  31. [31] S.L. Chen, Y.Y. Chen, C. Hsu. “A new approach to integrate internet-of-things and software-as-a-service model for logistic systems: A case study“. Sensors 2014, 14, pp. 6144-6164, 2014.
    Search in Google ScholarBack to article
  32. [32] C.C. Hsu, J.J. Liou, Y.C. Chuang. “Integrating DANP and modified grey relation theory for the selection of an outsourcing provider“. Expert Systems with Applications: An International Journal. 40 (6) pp. 2297-2304. https://doi.org/10.1016/j.eswa.2012.10.040, 2013.10.1016/j.eswa.2012.10.040
    Search in Google ScholarBack to article
  33. [33] CH. Hsu, B.A. Sandford. “The Delphi Technique: Making Sense of Consensus, Practical Assessment Research and Evaluation (online)”. Vol. 12, no. 10. The Ohio State University and Oklahoma State University. from www.parae-online.net/pdf/v12n10.pdf. 2007.
    Search in Google ScholarBack to article
  34. [34] W.Y. Chiu, G.H. Tzeng, H.L. Li. “A new hybrid MCDM model combining DANP with VIKOR to improve e-store business“. Knowledge-Based Systems. 2013, 37, pp. 48-61. https://doi.org/10.1016/j.knosys.2012.06.017, 2013.10.1016/j.knosys.2012.06.017
    Search in Google ScholarBack to article
  35. [35] M.R. Sofi, I. Bashir, M.A. Parry, A. Dar. “The effect of customer relationship management (CRM) dimensions on hotel customer’s satisfaction in Kashmir“. International Journal of Tourism Cities, 6, pp. 601-620, 2020.10.1108/IJTC-06-2019-0075
    Search in Google ScholarBack to article
  36. [36] I.D. Pozza, O. Goetz, J.M. Sahut. “Implementation effects in the relationship between CRM and its performance“. Journal of Business Research. 2018, 89, pp. 391-403. doi: 10.1016/j.jbusres.2018.02.004, 2018.10.1016/j.jbusres.2018.02.004
    Search in Google ScholarBack to article
  37. [37] N. AlQershi, Z.B. Abas, S.S.M. Mokhtar. “Prospecting for structure capital: Proactive strategic innovation and the performance of manufacturing SMEs in Yemen“. International Journal of entrepreneurship. 23, pp. 1-19, 2019.10.15388/omee.2019.10.00003
    Search in Google ScholarBack to article
  38. [38] S. Shaon, Md. Rahman. “A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty“. Central European Business Review. 4. 23-36. doi:10.18267/j.cebr., 2015.
    Search in Google ScholarBack to article
  39. [39] F. Castagna, P. Centobelli, R. Cerchione, E. Esposito, E. Oropallo, R. Passaro. “Customer Knowledge Management in SMEs Facing Digital Transformation“. Sustainability, 12, 3899. https://doi.org/10.3390/su12093899, 2020.10.3390/su12093899
    Search in Google ScholarBack to article
  40. [40] J. Lampel, O. Germain. “Creative industries as hubs of new organizational and business practices“. Journal of Business Research. 2016, 69, pp. 2327-2333. doi:10.1016/J.JBUSRES.2015.10.001, 2016.10.1016/j.jbusres.2015.10.001
    Search in Google ScholarBack to article
  41. [41] C.O. Egbu, S. Hari, S.H. Renukappa. “Knowledge management for sustainable competitiveness in small and medium surveying practices, Structural Survey“, Vol. 23 No. 1, pp. 7-21. https://doi.org/10.1108/02630800510586871, 2005.10.1108/02630800510586871
    Search in Google ScholarBack to article
  42. [42] K. Yew Wong. “Critical success factors for implementing knowledge management in small and medium enterprises“. Industrial Management & Data Systems, Vol. 105 No. 3, pp. 261-279. https://doi.org/10.1108/02635570510590101, 2005.10.1108/02635570510590101
    Search in Google ScholarBack to article
  43. [43] R. Amit, L. Massa, CH. Zott. “The Business model: Theoretical roots Recent developments and Future research”, University of Navarra: IESE Business School, (2010). from:www.management.wharton.upenn.edu./amitre-search/docs/2010/the_business_model_theoretical_roots.pdf., 2010.
    Search in Google ScholarBack to article
  44. [44] M. Tekin. “Critical Success Factors for a Customer Relationship Management Strategy“. Mediterranean Journal of Social Sciences. 4 (10): 753, 2013.10.5901/mjss.2013.v4n10p753
    Search in Google ScholarBack to article
  45. [45] S. Mithas, M. Krishnan, C. Fornell. “Why Do Customer Relationship Management Applications Affect Customer Satisfaction?“ Journal of Marketing. 2005, 69, pp. 201-209. https://doi.org/10.1509/jmkg.2005.69.4.201, 2005.10.1509/jmkg.2005.69.4.201
    Search in Google ScholarBack to article
  46. [46] R.R. Harmon. “Marketing Information Systems (online)“. Elsevier Science, USA: Encyclopedia of Information’s Systems. Vol. 3, 2003. From www.researchnest.com/all_reports/1300466074411.pdf, accessed February 18, 2011, 2003.
    Search in Google ScholarBack to article
DOI: https://doi.org/10.2478/mspe-2022-0020 | Journal eISSN: 2450-5781 | Journal ISSN: 2299-0461
Journal RSS Feed
Language: English
Page range: 163 - 171
Submitted on: Dec 1, 2021
Accepted on: Apr 1, 2022
Published on: May 19, 2022
Published by: STE Group sp. z.o.o.
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year
Keywords:
Customer Relationship Management (CRM),
CRM mode,
enterprise competitiveness,
ethical aspects
Related subjects:
Business and economics,
Business management,
Management accounting, financial controlling, cost calculation, investment,
Engineering,
Mechanical engineering,
Production technology,
Tools and methods,
Process engineering and industrial engineering

© 2022 Helena Čierna, Erika Sujová, published by STE Group sp. z.o.o.
This work is licensed under the Creative Commons Attribution 4.0 License.

Previous articleVolume 30 (2022): Issue 2 (June 2022)Next article