Customer relationship management influence on sales of selected companies

Jana Němeček
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Jana Němeček: Katedra ekonomie, Univerzita Hradec Králové, Hradecká 1249/6, 500 03 Hradec Králové 3, Česká republika

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2012, vol. 60, issue 2, 231-236

Abstract: General awareness of information technology and business strategy Customer Relationship Management (CRM) among managers in the Czech Republic is for several years, but in comparison with Western states of the European Union the Czech companies are underdeveloped. Apparently also because of the economic crisis is CRM in the Czech Republic begins to be used more. The main goal of implementing CRM is to help to company increase the quality of relationship and communication with customers. In this article are the most common definitions of CRM.The main content of this article is about the analysing and comparing of Trading Income of selected companies doing business in the Czech Republic. There are compared selected companies with implemented information technology and business strategy CRM with companies without implemented CRM and how it could have an impact to the Trading Income of these selected companies. Has CRM implementation helped to increase the positive Trading Income during the economic crisis? Included is an analysis of Trading Income from 2007 to 2010 for selected companies grouped by number of employees. The conclusion summarizes the analysis of results and assumptions and benefits of CRM.

Keywords: business strategy; competitiveness; CRM; customer relationship management; information technology; trading income (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:mup:actaun:actaun_2012060020231

DOI: 10.11118/actaun201260020231

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