The Optimal Volume of CRM Services for Small Business

  • Janakova, M., Suchanek, P., Sauman, P., J. Botlik


Purpose: The purpose of this paper is to solve the existing problem with inappropriate CRM services for immediate solution; therefore, the volume of CRM services for small businesses is recommended to increase their potential.

Design/methodology/approach: The designed approach uses the CRM evaluation by 8 criteria, such as automatic procedures, social media integration or key performance indicators. The final evaluation uses a Fuller triangle to determine weights of specified criteria and the TOPSIS method to specify performance scores by CRM variability of CRM services.

Findings: Achieved results show the level of availability in specified CRM services (criteria) with variability for top, middle, bottom, popular, or affordable CRM. An overview is also available through selected CRMs.

How to Cite
J. Botlik, J. M. S. P. S. P. (2020). The Optimal Volume of CRM Services for Small Business. International Journal of Advanced Science and Technology, 29(3), 4209 - 4229. Retrieved from