Selection of Preferred Information Support of the Management Enterprise in the Sphere of Services Using the Method of Analysis of Hierarchies
Subject. The subject of this study is the problem of choosing the most preferred information support in order to improve the management of interaction with customers for enterprises of the service sector. In conditions of digitalization and growth in the market of various tools solutions, heads of enterprises and heads of IT - services need formalized methods for choosing information systems, which can increase the competitiveness of an enterprise by improving customer interaction.
Goals. The goal is formation of a complex methodology of selection of information systems for improvement of management of relationships with clients and a further selection of the most preferred solutions based on a combination of methods of strategic management in the field of information technology (MacFarlan matrix) and qualitative mathematical method - analysis of hierarchies.
Methodology. Proposed methodology consists in the complex application of the strategic matrix of “information intensity” and the method of analysis of hierarchies to determine the area of the most preferred information systems and then select the most appropriate solution for an enterprise based on its performance requirements.
Results. As the results of this research the authors propose a technique that allows to choose the most preferred options of information support for enterprise management in the field of improvement customer relationship management. A concrete example shows the possibility of applying this technique and demonstrates how to use it to determine first the class of the most preferred information system, and then select the most effective solution in the field of informatization for a particular enterprise, taking into account stated interests, preferences, and limitations.
Conclusions. The results presented by the authors can be useful for directors of services enterprises, heads of IT departments, as well as other top managers of medium and large enterprises. According to the authors, presented methodology can be used by enterprises of any scale and organizational and legal forms, and can also be adapted for automation of enterprises, engaged in other economic activities.
KeywordsInformation system Hierarchy Analysis Method Digitalization CRM—system
JEL CodeM31 O33
- Skinner, Ch.: Digital Human: The Fourth Revolution of Humanity Includes Everyone. Marshall Cavendish International (Asia) Pte Ltd., Singapore (2018)Google Scholar
- McAfee, A., Brynjolfsson, E.: Machine, Platform, Crowd: Harnessing Our Digital Future. W.W. Norton and Company, New York (2017)Google Scholar
- Teslenko, E.: Types of CRM systems (2019). https://salesap.ru/vidy-crm-sistem/. Accessed 03 Mar 2019
- Payne, A.: Handbook of CRM: Achieving Excellence in Customer Management. Elsevier Butterworth-Heinemann, Oxford (2006)Google Scholar
- Molineux, P.: Exploiting CRM: Connecting with Customers. Hodder & Stoughton, London (2002)Google Scholar
- Shmidt, E., Cochen, J.: The New Digital Age: Transforming Nations, Businesses, and Our Lives Paperback, Reprint edition. Vintage, New York, NY (2014)Google Scholar
- Nguyen, Th., Sherif, J., Newby, M.: Strategies for successful CRM implementation. Inf. Manage. Comput. Secur. (2007)Google Scholar
- Kesthong, W., Wei, J., Liu, L., Koong, K.: Standardization of internet-retail e-business solution. Inf. Syst. Educ. J. (2007)Google Scholar
- Borisov, S., Usov, N., Novikova, V.: The analytic hierarchy process application selecting the most preferred solutions to improve information management enterprise. Working Paper, Economy and Entrepreneurship, Moscow (2017)Google Scholar
- Yashin, S., Boronin, O., Sukhanov, D.: Formation of tools for multi-criteria evaluation of the effectiveness of innovation projects in the field of industrial safety of enterprises. Health Saf. (2017)Google Scholar