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The use of data mining technology in an interactive bargaining in retail
Waldmannová, Lenka ; Novotný, Ota (advisor) ; Jašek, Pavel (referee)
This thesis deals with the issue of data mining technology within interative bargaining in retail with closer focus on the implementation of data models and related rules, which support interactive haggling with the customer. The aim of the thesis is to prepare proposals for data models, calculations and rules that are involved in the haggling process with the customer. Prepared outputs are used in the demo application "Bargaining" and its application is showcased on the demonstrated examples. The work is divided into two main areas -- the theoretical definition of work and the analytical processing. The theory part includes available research work (resources), which will be used to characterise various thematic areas of the work - Customer Intelligence, Customer Lifetime Value, Data mining, Interactive marketing, negotiation techniques and Setting prices. Analytical processing is focused on the practical use of the acquired knowledge. It iis the calculation of selected values, their processing and application within the Bargaining process with the customer. In conclusion, all the results, reaching the goals and the recommendations for the development or modification of the solution, will be assessed. The anticipated benefit of the application is its use in the negotiation between the trader and the customer, without dropping the agreed sales price during realised business below the expenditure costs. It is about ensuring the interaction, where the customer is allowed to negotiate the price of goods but the trader ensures that the price will not result in a loss. The benefit of the solution is the support of the customer satisfaction with regards to the financial interests of the detail industry.
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Petrof CRM system
Bukačová, Marie-Anna ; Kubálková, Markéta (advisor) ; Koliš, Karel (referee)
This Bachelor thesis deals with customer service management of company Petrof. The theoretical part engages in matters connected with CRM followed by clarifying what a customer means to the company and also what values of a customer there may be. Chapters with respect of the B2B market close the theoretical part of the thesis. In the first section of the practical part, the company Petrof is introduced and its position on the market. This is followed by analysis of acquired findings and based on these a SWOT analysis of the company. To conclude this matter, the thesis focuses on improvement suggestion in the customer service management field.
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Building CRM in selected company
Bednárová, Lenka ; Koliš, Karel (advisor) ; Jiřinová, Kateřina (referee)
The theoretical part of the bachelor thesis deals with defining CRM and other concepts, developing strategy and building CRM. Within the concept of building CRM is discussed establishment of relationships with customers, strengthening and development of these relationships, customer value and value for customer are discussed. The practical part provides information about the selected company and its focus on the market, examines the current state of CRM in the company and compares it with customer-centric approach of competition. Based on the obtained information and discovered deficiencies, the aim of the study is to suggest recommendations for improvement that would streamline the process of managing customer relationships.
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Analysis and design of data services for customers on the basis of available data sources in the enterprise. (Vodafone company)
Brdjar, Jaroslav ; Pour, Jan (advisor) ; Machander, Aleš Machander (referee)
This thesis is concerned with analysis of the mobile operators in the Czech Republic. Introduction part of thesis is devoted to the explanation of the key indicators which are used by mobile operators to analyze the rate of customer churn, or average revenue per user, or the customer value. Very importat is also a comparison of price consumption baskets in the Czech Republic with the other countries. The situation has changed dramatically offering unlimited tariffs in the already fully saturated market. In the practical part of this thesis I have focused on a detailed analysis of customers data in Vodafone company a I have reviewed the current offer of affordable tariffs and data services. I tried to implement new tariffs based on a real information of all customers - individuals over a period of 3 months. The aim of the thesis is to propose tariffs and services for customers, which would maintain the current customer base or which would increase the base slightly.
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The proposal of use of customers´ developing potential of language school
Šeniglová, Katarína ; Mejdrech, Vlastimil (advisor) ; Jiřinová, Kateřina (referee)
Diploma thesis deals with customers' developing potential of language school. The theoretical section specifies the business and strategy of small and medium-sized enterprises in the Czech Republic. It describes customer relationship management, its approaches and concepts related to this issue. Additionally it analyzes customer satisfaction and loyalty. It dedicates to customer value and finally adds other possible indicators of customers' developing potential. In the practical part there is analyzed customer base of the language school Tandem. There exist two types of analysis. One of them is based on the internal resources of the company and the other one is developed based on feedback received from the survey of customer satisfaction. The analysis suggests new ideas for better use of potential of existing and future customers.
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Building CRM in selected company
Hrůzová, Daniela ; Koliš, Karel (advisor) ; Mejdrech, Vlastimil (referee)
The theoretical part is generally about building Customer Relationship Management, thus creating a CRM strategy, addressing and establishing relationships with customers, subsequent care and strengthening relationships with these customers, customer value and value for customer. The practical part is examining the current state of CRM in selected company, it explores the feedback from customers. In the final part, there the recommendations that would help company to improve current status in relation to its customers have been listed. The objective of the thesis is to determine the current situation and trends regarding CRM, apply this knowledge in a selected company and find out whether the company follows it in fact.
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Customer Intelligence in e-shop
Pavel, Jan ; Novotný, Ota (advisor) ; Maryška, Miloš (referee)
Studies are focused on methods for better recognition of internet shop customers. General this method is called Customer Intelligence. It contains means of increase of customers valuation for a society. It is based on exploitation of accumulated data about customer which helps to get necessary information. A main target of Studies is to create system of Customer Intelligence addapted to society needs. For internet seller it is necessary to include a web analytics into the system too. In a theoretical part there is an explanation of attitude and significance of Customer Intelligence in terms of informational company system. Furthermore there is taken a customer value. It is proceeded from basic means of customer valuation assesment via customers lifelong value for society to means of customer scoring A practical part of Studies is devoted to performed analyses of customer data which are the main details for execution of Customer Intelligence. There is explained how this obtained information will be used. In a conclusion there is descirbed a technical realization and problems which had to be necessarily solved during the implementation.
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Stimulování opakovaného nakupování: Případová studie firmy Solosso
Klimo, Ján ; Karlíček, Miroslav (advisor) ; Novotný, Ota (referee)
The goal of this thesis is to propose strategies that profitably stimulate repeat purchase behaviour of Solosso's customers, Solosso being an e-commerce start-up producing custom made dress shirts. In order to accomplish the stated goal, research has been conducted into the existing body of literature about the subject, models for managing customers for value have been presented and applied on Solosso's customer database. Additionally, customer survey has been conducted to better understand customers' behaviour. Based on the applied models and the findings from the survey, the thesis delivers a set of recommendations on how to improve the product, what customers to acquire and, finally, what strategies to employ in order to profitably stimulate repeat purchase behaviour of the four main groups of Solosso's customers. The methods and strategies are expected to generate substantial incremental profits and may be implemented in other businesses as well.
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The analysis of the number of reclamations and of the reclamations handling process in the LASSELSBERGER, a.s. company
Davídková, Veronika ; Hykš, Ondřej (advisor) ; Plášková, Alena (referee)
Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.
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