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Implementation of principles and philosophy of CRM in selected company.
Rokošný, Lukáš ; Koliš, Karel (advisor) ; Zákutný, Juraj (referee)
Bachelor thesis is concerned with the analysis of internal processes at a particular company, and the process itself in terms of the contract. It describes the current position on the market and compares it with the competitors. The practical part is dealing with the elements of customers' behavior and identifies points for improvement. At the same time it is proposing ways to improve the process of contract, based on this it creates a basis for the implementation philosophy of CRM in the company. The theoretical part is dedicated to the definition of basic concepts of CRM and simple principles of CRM strategies. Likewise it is seeking beneficial customer relationships, their development and maintanance. Also the value that an enterprise can create for the customer is described, and what can be obtained based on it.
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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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Řízení vztahů se zákazníky v komerčním pojišťovnictví
Jakubíková, Martina
Jakubíková M. The customer relationship management in a commercial insurance. Diploma thesis. Brno: MENDELU in Brno, 2014. The diploma thesis deals with customer relationship management by insurance companies on the domestic market. The aim is to design appropriate strategy and suggestion for customer relationship management for insurance companies on the domestic market to ensure competitiveness and loyalty of existing clients. Literature research is focused on explaining the basic concepts of insurance and introduction to the topic of customer relationship management. In the second part of own thesis, the author identifies gaps in CRM and proposes recommendations for insurance companies to increase the competitiveness and gaining the loyalty of their clients. At the end of the thesis costs to implement the changes are quantified and benefits after the implementation of the recommended changes are identified.
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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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Value innovations in accordance to Apple
Mertl, Jiří ; Theodor, Michal (advisor) ; Lorenc, Miroslav (referee)
This bachelor's thesis is aimed at comparison of value management way of innovations and innovations according to Apple. At the first part there are analyzed theoretical, methodical and practical aspects of both of ways. Key theme for value innovation is value for customer, which is analyzed from both points of view value management and Apple. Except of product innovations there are mentioned for example marketing innovations or process innovations. In last part of the thesis there are demonstrated several possible value innovations of products of some other companies in accordance to Apple.
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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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Srovnávání produktů hodnotovým přístupem
Luštická, Radka ; Vlček, Radim (advisor) ; Heřman, Jan (referee)
V diplomové práci na téma: Srovnávání produktů hodnotovým přístupem se autorka pokusila o výpočet ukazatele hodnoty pro zákazníka u šesti osobních automobilů třídy "malé vozy". V další části provedla analýzy a komentáře k výsledným hodnotám ukazatelů. V diplomové práci byly použity teorie hodnotového managementu a řada statistických metod.
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Analýza vybraného sortimentu spoločnosti IKEA z hľadiska hodnoty pre zákazníka
Medvecová, Gabriela ; Vlček, Radim (advisor) ; Kraus, Ondřej (referee)
Teoretická část se zaobírá pojmami jako hodnota pro zákazníka, komerčná úspěšnost ve vztahu k hodnotě pro zákazníka. Pojednává se taky o teorii funkce a funkčního přístupu. Jsou uvedeny různé metody stanovení hodnoty významu funkcí, metody stanovení stupně splnění funkcí a metody stanovení nákladů na tyto funkce. V praktické části se zjišťuje závislost mezi velikostí objemu prodejú vybaných matrací Sultan společnosti IKEA na ukazateli hodnoty pro zákazníka.
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