Abstract
Research background: CRM is one of the most popular tools of modern marketing in today’s globalized world. It is a purposefully set up management with customers, which synchronizes several internal company processes. Its justification is indisputable, as it is generally the case that companies that do not engage in customer relationship management are soon overshadowed by competition and fall into extinction. With the help of CRM, the company can manage not only the sale of products to customers but also following service. Sales staff, call center staff, service department staff and many others can thus use the CRM system. The subject of research in the paper is the use of CRM in Internet commerce. Purpose of the article: The development of a functional CRM system in a specific company and the introduction of selected CRM tools in the company’s online store can be considered a priority goal. Methods: During the elaboration of the paper, the methods of the compilation of analysis, synthesis and description were used on the basis of the search of the relevant literature. Findings & Value added: The paper contains findings on two levels. From the theoretical point of view, it provides an overview of the essence, development, individual elements, customer relationship strategy, as well as the technical architecture and possibilities of CRM implementation. From the practical point of view, it is about the design of a functional CRM system in a specific company and the introduction of selected CRM tools in the company’s online store In contrast, the CRM application in specific business conditions represents added value.
Highlights
The topic of globalization and its effects on the lives of individuals or society is still relevant
Every company must realize that gaining a customer is not enough, it is necessary to develop a level of customer relationship management
This is supported by Batista et all [2], who argue that successful organizations are characterized by how they adapt their organizational practices in response to the external environment
Summary
The topic of globalization and its effects on the lives of individuals or society is still relevant. A company that can satisfy the needs of customers to their satisfaction can build a stable relationship with customers and gain customer loyalty This is supported by Batista et all [2], who argue that successful organizations are characterized by how they adapt their organizational practices in response to the external environment. Findings show that S-CRM is different from traditional CRM in a range of ways in the front- and back-offices, and provide a framework for researcher and managers in information systems and marketing to operate at strategic and tactical levels within S-CRM, while being cognizant of both. The research empirically demonstrates that mCRM plays an important role in traditional CRM adoption and in sales performance when sales process capabilities and collaboration are involved. It should be noted that there are those that underestimate this area of customer relationship management
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