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Design of information system CRM module
Honajzer, Martin ; Zbořil, Miroslav (referee) ; Lacko, Branislav (advisor)
The aim of this work is to analyze and design model completely prepared for the developing team which must be able to build a fully functional CRM modul for company offering computer training. Through the use of UML diagrams it will figure out functions offered by the modul and the way, how these functions are accessible to the user. This work will also suggest some possibilities of work between this modul and the database in the SQL language.
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Machine learning in customer churn prediction
Fridrich, Martin ; Chramcov, Bronislav (referee) ; Lenort, Radim (referee) ; Šimberová, Iveta (referee) ; Dostál, Petr (advisor)
The dissertation examines customer churn prediction in e-commerce retail settings, presenting the current research landscape, analyzing key trends, and pinpointing opportunities for further investigation. The literature review is conducted using language processing. The study aims to develop, implement, and evaluate a machine learning system for predicting customer churn in the e-commerce environment, considering the economic implications of retention efforts, and facilitating a deeper understanding of the modeled phenomenon. The solution is organized into sections covering problem definition, data comprehension and processing, model development, evaluation, interpretation, and deployment. The author extends the traditional concept of customer churn as the lack of a transaction in a future period with a novel idea of the incremental economic impact of a retention campaign. The notions are validated using two datasets. The modeling framework incorporates GLM, SVM, ANN, decision trees, and meta-algorithms. Bayesian optimization estimates external parameters related to data processing and model building. The understanding of the phenomena is enhanced using SHAP tools, which are improved in terms of computation and visual representation. From the perspective of natural prediction performance, random forests and gradient boosting dominate; in the original task, ANN also performs well. When considering the financial results of the retention campaign, the novel approach functions excellently, mainly when coupled with decision trees or meta-learning. Recency and frequency representations of interactions and transactions are identified as key features; the feature importance of customer value emerges in the novel approach. Identifying and comprehending customer segments to target directly supports subsequent retention initiatives. In summary, the thesis offers an extensive overview of novel methods and tools for predicting customer churn, which can be valuable for future research and practical applications in business or educational settings.
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The application of Fuzzy Logic to Support Customer Relationship Management
Nguyen, Huy ; Pukajová, Zuzana (referee) ; Dostál, Petr (advisor)
Diplomová práce se zaměřuje na aplikace fundamentálních princip Fuzzy logiky na předvídání vybraných zákazníků pro kampaně přímého marketingu se zahrnutím fuzzy metody. Fuzzy model je navržený pro výběr zákazníků, kteří by měli být cíleni prodej předplatného schématu. Kritéria výběru jsou formulovány na bázi klientova zůstatku, věku a ročního přijmu. Postup fuzzy logiky je použit na zaměření specifických zákazníků pro předplatné produktu.
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Information System Assessment and Proposal of ICT Modification
Vařachová, Jana ; Buřival, Zdeněk (referee) ; Koch, Miloš (advisor)
Diploma thesis focuses on the analysis of information system for customer relationship management in the company AURA, s.r.o., which deals with the development and delivery of information systems focused on military material logistics. The content of the thesis is the theoretical basis for the analysis and understanding of the concepts mentioned in the work. The outputs of the analyses are information that are used to create a solution proposal to improve the current situation.
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Péče o zákazníky ve vybrané marketingové agentuře
Kovář, David
Kovář, D. Customer care in a selected marketing agency. Bachelor thesis. Brno: Mendel University in Brno, 2023. The bachelor thesis deals with the research of customer satisfaction in an unnamed marketing agency. The research is carried out by means of a questionnaire survey of the clients in marketing agency. The questionnaire research had a return of approximately thirty percent. Subsequently, anonymized research was carried out on thirteen competing marketing agencies. Based on results of both researches were created recommendations for improving the quality of care in the selected marketing agency. Costs were quantified to better prioritize the implementation in recommendations. Based on research conducted, it was found that the marketing agency has mainly satisfied customers and its service is of a high standard. The weaknesses of the marketing agency are speed, working with social media and inappropriate selection of some items for presentation to customers. Compared to competitors researched marketing angency has an advantage in the complexity of services and client education.
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Trends in Enterprise Information Systems with Emphasis on CRM Systems
Barták, Miloš ; Lipková, Helena (advisor) ; Dvořák, Jan (referee)
The intention of this master thesis is the presentation of the selected trends in CRM information systems. The opening part is aimed at management of customer relationships, which are analysed in terms of marketing and ICT technologies. This part also introduces the readers to the architecture of CRM information systems and to possible ways of implementing of these solutions. Moreover, it presents some vendors of CRM solutions that are leaders on the market. The following part is solely focused on the trends in CRM information systems. These trends are primarily related to cloud computing, social CRM and the internet of things. The next part of this thesis applies the findings from the previous chapters in a practical way. It deals with a creation of the request for a new CRM solution in an actual company from SME segment. The introduction of this chapter presents the chosen enterprise and analyses the current state of CRM and ICT in this company. The next part defines expected goals and the main requirements for a new CRM solution in the company. The conclusion of this part is focused on the choice of suitable vendors who will be asked for proposal and the evaluation criteria of the bid. The outputs of this master thesis will serve as a basis for the preparation of an actual request for proposal of a new...
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