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CRM Implementation in flow-r
Bukovský, Josef ; Pour, Jan (advisor) ; Plachý, Pavel (referee)
This paper addresses the issue of the implementation of CRM in the personnel agency flowr s.r.o. The aim is to analyze the state of the use of CRM in the company, to identify possible areas for improvement, design and implement measures that will optimize the use of CRM and evaluate the impact of this work on the use of CRM in the company. Objectives of the paper are fulfilled by the analysis of the company and its needs, identifying key issues and the establishment and implementation of the plan, which aims to eliminate these problems. The paper looks at user requirements from two perspectives, namely in terms of structure (analytical, operational and collaborative CRM) and from the perspective of the user relationship to the use of IS/ICT (user experience). The realized optimization plan is evaluated by questionnaire survey among company employees. The results show that even the fulfillment of all the requirements for CRM regarding covered system functionality is not sufficient for users acceptance. The main obstacles leading to a negative attitude are identified, originating from combination of previous unreliability and complexity of the solution and the errors occurring in the course of implementation.
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