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Market analysis of the CRM systems
Zelený, Martin ; Fortinová, Jana (advisor) ; Drozen, František (referee)
This thesis is concerned with customer relationship management, commonly known under the abbreviation CRM, and the related market. The main aim is to analyse the CRM market in the Czech Republic, assessing both historical development and current situation. The thesis defines the term "customer relationship management", elaborates on its history, development, functionality and also on trends in the fields that either influence or have the potential to influence market development. The current and future situation of both world and domestic CRM systems markets are evaluated based on consultations with experts and on various data available. Criteria of the companies that are implementing CRM systems are among the factors that influence the market. The thesis presents these criteria, as well as the results of a research on selection criteria preference. The last part focuses on the preparation, execution and evaluation of the Czech market research. The hypotheses, which were identified on the basis of the research and past questionnaire surveys, are subsequently proved or disproved. The appendix contains a glossary of terms and abbreviations, and a copy of the research questionnaire is enclosed with the thesis.
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Innovation and access to customer according to Thomas Bata
Navrátilová, Kateřina ; Mejdrech, Vlastimil (advisor) ; Antušák, Emil (referee)
This batchelor thesis deals with the customer's, innovative and social policy in the way, how was performed in Bata's company. The goal of this thesis is to evaluate if the Bata's business principles in these areas are or aren't actual in the present. To achieve this goal were in particular areas first named methods perfomed in Bata's company. Then was mentioned current theory and final the comparison. The ideas of topicality or not topicality particular areas were mentioned in two ways of view -- the opinion of author and the opinion of employment in companies, which were asked.
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Management of change for operational processes-CRM process of aerospace supplier
Spálenková, Tereza ; Mejdrech, Vlastimil (advisor) ; Svobodová, Hana (referee)
This diploma thesis disserts about Customer Relationship Management -- CRM. CRM is a modern management strategy, which targets a customer as an actual center of all company processes and decisions in all departments and by all employees. The thesis describes the evolution of the CRM strategy and CRM theoretical base. It focuses at one industry: aerospace, which is analyzed; its state, main participants and functional rules including barriers of entry. A particular company is presented: Honeywell, whose CRM is analyzed. CRM process gaps are identified, a specific gap is found as fundamental and its solution and implementation of the solution is designed. The objective is to enhance CRM process effectiveness, ensure beneficent customer relationship management, provide higher level of relationships with the targeted customers and enable sales growth.
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The loyalty program as a tool to support sales in B2B markets
Hrubešová, Kateřina ; Vávra, Oldřich (advisor) ; Votruba, Václav (referee)
This thesis focuses on the need for and the benefits of customer loyalty programs within the framework of the B2B sector. Furthermore, the thesis highlights the need to work with existing customers to enable a more profitable and prosperous business relationship for both parties. The thesis begins with both positives and negatives of implementing a loyalty program and the associated obstacles and costs. Moreover, the thesis documents the benefits of increased cooperation with existing customers/clients to enable better revenue streams/returns for minimal investment and time as opposed to sourcing new clients/revenues streams which in turn demands greater investment and time for potentially lesser returns. This is clearly documented and substantiated within the thesis via use of the Tork loyalty program along with suggested alternatives and amendments to improve effectiveness, efficiency and profitability of client relationships.
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Requirements Analysis of CRM System for Sales Teams
Franěk, Filip ; Oškrdal, Václav (advisor) ; Prkna, Miroslav (referee)
The purpose of this thesis is to clarify the reasons and consequences of failed implementations and poor adoption of CRM / SFA tools in sales teams, that have been recorded in recent years. Almost 70% of initiatives to introduce new technologies for sales teams have failed in the return on investments. The goal of the thesis is to create requirements for a new CRM / SFA, which will support salesmen and sales teams in a better way. It describes the way the sales team work, it describes business cases and determinates its key activities. Using perceived usefulness, I create a set of system requirements for CRM / SFA tool, which will support salesmen and improve their sales performance.
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Trends in corporate CRM
Kaňka, Josef ; Basl, Josef (advisor) ; Raška, Ondřej (referee)
In a bachelor thesis I deal with systems and tools to support of Customer Relationship Management. I describe the various means of CRM and their use for obtaining, maintaining and communicating with customers. The work shows the modern methods, upcoming trends and their evaluation. Aim of this work is to offer insight on CRM tools available on Czech market for use inside and outside of the company. After reading the reader should know what direction is CRM heading and what tools could ask for implementing in company.
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Enterprise Information System in Cloud Computing Era
David, Petr ; Gála, Libor (advisor) ; Basl, Josef (referee)
The thesis deals with the latest trend in providing ICT service -- Cloud Computing -- and its possible application in enterprise information systems generally. The aim of the thesis is to evaluate market readiness for Cloud Computing services in order to find out to which extent it is possible to cover enterprise information system, or rather its software applications, on strategic and tactical management levels using the above-mentioned services. To achieve the aim, it is necessary to determine both the Cloud Computing services market and the enterprise information system sphere and then to decide whether Cloud Computing services are able to cover the basic needs of enterprise information systems. The evaluation of the market readiness will be executed in accordance with both the specially created methodology and the defined requirements. Thus the present market readiness rating will be possible to determine. The thesis should show to which extent it is possible to apply Cloud Computing model to the enterprise information systems issue. It will also be possible to find out the factors which support this application the most and, on the other hand, which factors limit this application the most. The thesis will also show which fields are advanced enough, which services we can consider and what we can expect of these services.
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Market analysis of the CRM systems
Doležel, Pavel ; Fortinová, Jana (advisor) ; Pavlíčková, Jarmila (referee)
The first goal of this paper is to expound the term CRM (Customer Relationship Management.) This thesis explains different views on this shortcut, which is usually confused with the term CRM system. We should understand the idea of customer relationship management as an enterprise-wide strategy approaching the customer. To achieve this concept, we use a variety of CRM tools, such as CRM systems. The study also deals with a different architecture, functionality, and types of CRM systems. Information systems are constantly evolving, so the description of basic trends in this industry is also one of the goals of this paper. The main objective is to analyze the Czech market of CRM systems. There are a lot of different systems available on the market, so it's really difficult for the customer to have a good grasp about the market. The thesis contains a complete list of all available products. The market is divided into three parts, according to size of the company, where should the system be implemented. Based on the chosen criteria, three CRM systems are closely analyzed for each segment.
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Implementation of CRM information system in a service oriented small and middle enterprise company
Němec, Vojtěch ; Švecová, Lenka (advisor) ; Moravec, Pavel (referee)
Diploma thesis reviews a topic of Customer Relationship Management information system implementation from a managerial point of view. Theoretical part describes strategies for a Customer Relationship Management in a field of a small and middle enterprise business. It contains a description of technological options and a market situation in information systems business. Author describes a topic of information systems and their value added and is focused on a process of implementing the Customer Relationship Management information system. In a practical part there is a specific implementation project being analyzed. The analysis is based on the feedback of customers of a company and users of a new system. This part describes a specific implementation project, highlights possible failures and finds possible options to avoid them.
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