Open Access
Issue
SHS Web of Conf.
Volume 92, 2021
The 20th International Scientific Conference Globalization and its Socio-Economic Consequences 2020
Article Number 02053
Number of page(s) 8
Section Behavioral Economics and Decision-Making
DOI https://doi.org/10.1051/shsconf/20219202053
Published online 13 January 2021
  1. Chlebikova, D., Misankova, M., Kramarova, K. (2015). Planning of personal development and succession. Procedia Economics and Finance, 26, pp. 249-253. [CrossRef] [Google Scholar]
  2. Batista, L., Dibb, S., Meadows, M., Hinton, M., Analogbei, M. (2020). A CRM-based pathway to improving organisational responsiveness: an empirical study. Journal of strategic marketing. 28(6), 494-521. [CrossRef] [Google Scholar]
  3. Harrigan, P., Miles, MP., Fang, YL., Roy, SK. (2020). The role of social media in the engagement and information processes of social CRM. International journal of imformation management. 54, 102151 [CrossRef] [Google Scholar]
  4. Rodriguez, M., Boyer, S., (2020). The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance. Journal of marketing analytics. 8(3), 137-148. [CrossRef] [Google Scholar]
  5. Krizanova, A., Gajanova, L., Nadanyiova, M. (2019). Design of a CRM level and performance measurement model. Sustainability. 10(7), 2567. [CrossRef] [Google Scholar]
  6. Wang, S., Cavusoglu, H., Deng, ZL. (2016). Early mover advantage in e-commerce platforms with low entry barriers: The role of customer relationship management capabilities. Information and management. 53(2), pp 197-206. [CrossRef] [Google Scholar]
  7. Zavoral, P. (2015). Strucna historie CRM. http://www.itbiz.cz/clanky/strucna-historie-crm [Google Scholar]
  8. Rolinek, L. a kol. (2008). Procesni management – vybrane aspekty. Ceske Budejovice: Ekonomicka fakulta Jihoceske Univerzity. 160. [Google Scholar]
  9. Chlebovsky, V. (2002). CRM: Od sanonu, pastelek a diare k sofistikovanemu e-systemu. IT SYSTEM. https://www.systemonline.cz/clanky/crm-od-sanonu-pastelek-a-diare-k-sofistikovanemu-e-systemu.htm. [Google Scholar]
  10. Storbacka, K., Lehtinen, J. R. (2002). Rizeni vztahu se zakazniky: (customer relationship management). Praha: Grada. 167. [Google Scholar]
  11. Lostakova, H. (2006). Strategie diferencovaneho CRM podle hodnoty zakazniku pro podnik. Pardubice: Univerzita Pardubice. 96. [Google Scholar]
  12. Kracklauer, A. H., Mills, D. Q., Seifert, D. (2012). Collaborative Customer Relationship Managment: Taking CRM to the Next Level. Berlin: Springer Science & Business Media. 25-45. [Google Scholar]
  13. Abdullateef, A. O., & Salleh, S. M. (2013). Does customer relationship management influence call centre quality performance? An empirical industry analysis. Total Quality Management & Business Excellence, 24(9-10), 1035-1045. [CrossRef] [Google Scholar]
  14. Cerchia, A. E. (2016). Social media – a Strategy in Developing Customer Relationship Management. Procedia Economics and Finance. 39, 785-790 [CrossRef] [Google Scholar]
  15. Nyadzayo, M. W., Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of retailing and consumer services. 30, 262-270. [CrossRef] [Google Scholar]
  16. Thakur, R., & Workman, L. (2016). Customer portfolio management (CPM) for improved customer relationship management (CRM): Are your customers platinum, gold, silver, or bronze?. Journal of Business Research, 69(10), 4095-4102. [CrossRef] [Google Scholar]
  17. Pandit, A., Vilches-Montero, S. (2016). Are reward cards just a business deal?the role of calculative versus emotional card commitment in driving store loyalty. Journal of retailing and consumer services. 31, 355-360. [CrossRef] [Google Scholar]
  18. Vachal, J., Vochozka, M., Dolezalova, H., Drabkova, Z., Faltová Leitmanova, I., Hron, J., ... & Macak, T. (2013). Podnikove rizeni. Grada Publishing. [Google Scholar]

Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.

Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.

Initial download of the metrics may take a while.