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Journal of Competitiveness

CRM and Income Trading of Selected Companies

Němeček Jan

Keywords:
income trading, CRM, customer relationship management.

Abstract:
This article compares and analyzes the income trading of selected companies with established technology and business strategy in Customer Relationship Management (CRM) with companies without CRM. The questions addressed in this study are: (1) Did CRM implementation help to increase income trading during the financial crisis, and (2) How is CRM manifested? There has been a general awareness of CRM among managers in the Czech Republic for several years, but in comparison with Western countries within the EU, CRM within Czech companies are underdeveloped. Lately, companies are beginning to implement CRM practices, probably due to the crisis. CRM is one of the alternatives towards the improvement in the quality of the relationship between firms and their customers. In this article, the most common definitions of CRM are presented. Also, the article provides an analysis of the income trading (from 2007 to 2009) of companies grouped by number of employees. The paper concludes by summarizing the results and the benefits of CRM.

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CRM and Income Trading of Selected Companies [PDF file] [Filesize: 945.7 KB]


Journal of Competitiveness

  

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ISSN 1804-171X (Print); eISSN 1804-1728 (On-line)


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The journal offers access to the contents in the open access system on the principles license Creative Commons (CC BY 4.0).