Production Management Model in Small and Medium Enterprises in Croatia

Dušak, Marko; Jelačić, Denis

doi:10.5552/drind.2018.1805

Cited by 2 publications

(2 citation statements)

References 3 publications

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“…IT helps enterprises address, serve the most profitable customers and thereby, build profitable relationship with customers at lower costs (Kantorova and Bachmann, 2018;Eriksson, LeBel, & Lindroos, 2017;Nemec et al, 2017). Positive interaction with customers, more effective way of providing data to marketing department and enterprise management, more effective communication, cutting operation costs are considered the greatest contribution of CRM (Durisova and Kucharcikova, 2014). CRM is an important tool and strategic condition necessary for company growth (Gubiniova, 2009).…”

Section: Figure 1 Respondents' Opinions On the Quality Of Provided Products In 2018mentioning

confidence: 99%

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Hitka

Pajtinkova-Bartakova

Lorincová

et al. 2019

MMI

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The idea of sustainable development links business, environmental and social objectives into one integrated effort aiming to meet a common goal. Due to the influence of current developments in customer behaviour companies revise their business strategies towards more sustainably oriented ways of production, business practices, resource efficiency, waste disposal, building partnerships, communication effectiveness etc. Market with telecommunication services is affected by technology development. Growing demands of customers result in re-evaluation of marketing routine. The main purpose of the research is to identify the change in customers’ approaches and satisfaction with offered products, enterprise processes, and business strategy as a result of implementing Customer Relationship Management in 2014 and subsequently in 2018 with the dependence on socio-demographic characteristics. Customers’ opinions were investigated using a questionnaire. Respondents were selected by direct sampling with contingent valuation. Sample set consisted of 3,282 respondents. Following the results, the fact that there are changes in approaches of customers in investigated areas in terms of gender and age as a result of implementing the Customer Relationship Management can be stated. The customers’ satisfaction with provided services improved. In order to serve the new and constantly evolving needs of the growing number of customers who care about social and environmental issues, the companies are required to permanently monitor their performance on the market and incorporate customer feedback as in input for evaluation of their internal processes. In terms of marketing, positive changes in approach, satisfaction with the quality of provided services and reduced service time were observed. In terms of business strategy, the changes in connection strategy, the effect of customer-driven strategy and services provided by call centres abroad are perceived in positive way. Keywords: sustainability, economical sustainability, marketing, Customer Relationship Management, telecommunication company.

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Section: Figure 1 Respondents' Opinions On the Quality Of Provided Products In 2018mentioning

confidence: 99%

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Hitka

Pajtinkova-Bartakova

Lorincová

et al. 2019

MMI

View full text Add to dashboard Cite

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“…Therefore, they are not at exactly the same level, but slightly moved up or down according to priority they achieved in the analysis. A similar model was created in the year 2018, in the normal business and production environment, before the major market disturbances caused by the COVID-19 pandemic crisis [55].…”

Section: Discussionmentioning

confidence: 99%

Sustainable Production Management Model for Small and Medium Enterprises in Some South-Central EU Countries

et al. 2021

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Small and medium enterprises (SMEs) are main generators of employment and economic development in European Union. In Croatia and Slovenia, SMEs in wood processing (C16) and furniture manufacturing (C31) also play an important role in social cohesion and development of rural areas. The aim of this research was to investigate the current situation in SMEs in wood processing and furniture manufacturing regarding driving parameters of business and production management system in the time of a disturbed market situation caused by the COVID-19 global pandemic. Two different questionnaires in an e-mail survey were used to collect data for this research from companies and from experts in the field of management, production and marketing. Various statistical tests were used using seven driving parameters on data collected from 212 SMEs. Also, the Analytic Hierarchy Process (AHP) was used on the data collected from 20 experts. Results showed that companies in the time of pandemic crisis and during the time of major disturbances in supply chain pay the most attention to their production program and quality of their products, and then to marketing activities and situation on the market. According to the results presented in this research, the management model can help SMEs managers, micro and small enterprises in particular, to improve their decision-making process, make the necessary innovations easier and faster, and maintain the sustainable business and production management system of their companies.

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Production Management Model in Small and Medium Enterprises in Croatia

Cited by 2 publications

References 3 publications

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

Sustainable Production Management Model for Small and Medium Enterprises in Some South-Central EU Countries

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