Customer Relationship Management Based on Employees and Corporate Culture

Triznová, Miroslava; Maťová, Hana; Dvořáček, Jan; Sadek, Sarah

doi:10.1016/s2212-5671(15)00914-4

Cited by 21 publications

(17 citation statements)

References 3 publications

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“…Therefore, CRM is perceived as a data-related technology that allows for higher profits or a strategic approach that brings value (Triznova et al 2015). The advantage of CRM may be that it improves customer service, reduces costs, and better maintains clients (Vaish et al 2016), (Kim and Kim 2009).…”

Section: Setting Up a Crm Systemmentioning

confidence: 99%

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The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Pohludka¹,

Štverková

2019

Administrative Sciences

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The biggest key aspect to the success of a business is a satisfied customer. For this reason, it is possible to state that the growing trend of focusing on the customer and his/her needs has prevailed in recent years. The aim of this article is to analyze the use of CRM (Customer Relationship Management) systems in small- and medium-sized enterprises (SMEs) in the Czech Republic and to find the determinants for CRM system implementation. The best practice for CRM implementation suitable for SMEs is clarified using a specific case of a global enterprise. A fully functional CRM system can be considered a competitive advantage, and this is not only the case for global companies, but also for small and medium enterprises. Using a functional CRM interconnected with an ERP system, enterprises are able to manage business and direct marketing activities, as well as the company’s overall profits. These functional systems lead to an integrated system called funnel management, which improves customer relationship management and leads to a sustainable business.

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Section: Setting Up a Crm Systemmentioning

confidence: 99%

“…The main goal of CRM is not profit, but the creation of value. Value should be created on both sides: both on the company's side and on the customer's side (Triznova et al 2015).…”

Section: Setting Up a Crm Systemmentioning

confidence: 99%

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Pohludka¹,

Štverková

2019

Administrative Sciences

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“…Some entrepreneurs have struggled to compete and succeeded, while others have failed. Therefore, entrepreneurs and firms should develop effective strategies to cope in the current environment [1][2][3]. Innovation is an important weapon that firms can use to safeguard their existence, and it can give firms a competitive advantage over rivals.…”

Section: Introductionmentioning

confidence: 99%

Interactions Among Factors Influencing Product Innovation and Innovation Behaviour: Market Orientation, Managerial Ties, and Government Support

Thongsri

Chang

2019

Sustainability

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Ongoing globalization and changing customer needs make it increasingly difficult for firms to survive in the long term. Innovation is considered an important tool for firms in this environment. In particular, a firm’s ability to cultivate innovative behaviour and implement product innovation for sustainability is important. This study explores resources and capabilities to enhance firm innovation behaviour and implementation of sustainable product innovation. The results provide insights on how firms can manage strategies for future sustainable innovations. We used a sample of 645 small- and medium-sized enterprises and presented the conceptual framework according to a resource-based view and relational capital. We specified three independent factors that enhance sustainable innovation and superior performance: market orientation, managerial ties, and government support. We used a questionnaire survey and structural equation modelling to evaluate the conceptual model. We found that interactions between business ties, customers, and competitor orientation can enhance sustainable product innovation, whereas interactions between government support and political relations can enhance the sustainability of innovation behaviour. Moreover, product innovation and innovation behaviour are mediators that can lead to superior firm performance. The results suggest ways entrepreneurs and public policy makers can promote sustainable innovation.

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“…Furthermore, [27] describe that management of the customer relationship is presently seen as technology and tools and by others as philosophy and this relationship should lead into customer satisfaction and loyalty. Additionally, [28] noted that people can grow their social network online through social media platforms such as Facebook, Twitter, Instagram, and others.…”

Section: The Effect Of Social Media As a Marketing Tool For Purchamentioning

confidence: 99%

The Use of Social Media as a Marketing Tool for Purchase Adaption and Purchase Intention to Improve Competitive Advantage

Jarrah¹

2018

IJTEF

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the use of social media as a marketing tool is one of the important issues affecting the achievement of an organization's objectives in competitive business. As a result, there is a growing interest in the further study of the factors that lead to a competitive advantage. Today, the focus is on these factors related to social media as a marketing tool on purchase adaption and purchase intention to improve competitive advantage. Hence, in this paper, we propose a conceptual model of social media as a marketing tool on purchase adaption and purchase intention to improve competitive advantage. It highlights the different purchase adaption factors (customer acquisition, customer retention, and customer expansion) and purchase intention factors (customer satisfaction, customer loyalty, and customer profitability) and how their existence can affect the cloud environment. This conceptual model provides useful insights and suggestions for organizations that could ultimately lead to organizational competitiveness and an increased level of trust between organizations and customers to improve competitive advantage.Index Terms-Social media, marketing, purchase adaption, purchase intention, and competitive advantage.

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Customer Relationship Management Based on Employees and Corporate Culture

Cited by 21 publications

References 3 publications

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

The Best Practice of CRM Implementation for Small- and Medium-Sized Enterprises

Interactions Among Factors Influencing Product Innovation and Innovation Behaviour: Market Orientation, Managerial Ties, and Government Support

The Use of Social Media as a Marketing Tool for Purchase Adaption and Purchase Intention to Improve Competitive Advantage

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