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The effect of the introduction of Social CRM on the effectiveness of customer relationship
Nesvedová, Lada ; Gála, Libor (advisor) ; Lalinský, Jan (referee)
The thesis examines the impact of an introduction of a Social CRM (SCRM) in a company on the satisfaction of its customers. The aim of the thesis is to determine the effect of SCRM activities -- minicampaign on social networks like Facebook, Twitter, LinkedIn and company blog -- on the level of customer satisfaction in the eWay System s. r. o. company. The thesis is structured into three blocks. The first defines the aim of the thesis and related key concepts and analyzes -- on a theoretical level -- the factors, methods, models and indicators related to the issue of customer satisfaction. The second part of the thesis introduces a methodology which is applied to determine the effect of the introduction of SCRM activities on customer satisfaction. Presentation of the findings forms the third block of the thesis. A contribution of this thesis is proof that the implementation of SCRM activities has a positive effect on the level of customer satisfaction.
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Evaluation of quality management system implementation in selected company
PODLEŠÁKOVÁ, Kateřina
The goal of this work is to evaluate the implementation of quality management system in the organization, identification of bottlenecks, including a proposal to remove them. The diploma thesis reports on the quality norms ISO according to their transformation into the requirements of company practical form. I analyse the ways in which the requirements of the standard ISO 9001:2008 the organization can be utilized in the activities, processes and quality requirements. The thesis deals with the various fundamental points of standards and the standard met in the organization is described.The final part is concerned with current state. I consider the pre-certified quality system and finally the possible way for improvement is suggested.
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Customer relationships in the selected company
BLÁHOVÁ, Adéla
The aim of this thesis is to provide a comprehensive overview of the customer satisfaction and Customer Relationship Management and to analyze the client satisfaction in the company ESSOX s. r. o. In the end I suggest specific recommendations to improve the quality of provided services.
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Process of customer relationship management in Daetwyler company
Šedivá, Michaela ; Halík, Jaroslav (advisor) ; Jandová, Renate (referee)
This bachelor thesis is concerned with satisfaction of the customer from the beginning of business relationship until the supply to the customer. At first it describes key moments why the customer chooses company Dätwyler. After that it analyses present process of customer relationship management and also process of dealing with complaints. Following chapter interprets a relationship with the biggest customers. At last strong and weak aspects in customer relationship are analysed and alternatives of improving are suggested.
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Activity analysis and marketing strategy of the Alwyn hotel
Vacková, Barbora ; Chylíková, Hana (advisor) ; Nesládek, Miroslav (referee)
The aim of this bachelor thesis is to describe and assess the activity of a chosen four-star hotel, define its marketing mix and strategy and perform a satisfaction analysis of the customers that should find out if the current strategy of the hotel management is successful. The chosen hotel is a small family hotel named Alwyn situated in Karlín. This thesis focuses on characteristics of the Alwyn hotel, its marketing mix and strategy, development of the basic economic indicators, the competitive analysis and the SWOT analysis. The work also contains a questionnaire concerning the guests' satisfaction with the accommodation and possible suggestions that could lead to a greater satisfaction of both guests and management of the hotel.
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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 relationship management in the selected company
ŠESTÁKOVÁ, Denisa
The main aim of this thesis was to analyze the customer relationship management in the selected company and to provide suggestions for its improvement. For the practical part was chosen PORSCHE ČESKÉ BUDĚJOVICE company, which ranks to the most important dealers in the automotive industry in South Bohemia thanks to the professional attitude of its staff and excellent facilities. The selected company is concentrated on the customer in all respects. Therefore, important aspects of the ?customer care? are also mentioned in this work. Readers should find tips to improve the daily contact of touch points witch customers. In the practical part were performed an evaluation of the current CRM as well as a subsequent analysis of the customer satisfaction for the relevant period. From the evaluation follows that a central customer database is necessary. The newly created database will enable flexible customer contact, the CRM staff's work will be more effective and the management of this company will be able to better analyze the structure of the customer base and to carry out the evaluation of cumulative purchases with resulting bonuses for the key customers. During the survey the selected sample of customers showed their preferences in methods of after sale contact. They are interesed in the online contact more than in the present telephone contact. The management of the company should respect the preferences of their customers. Only then a relevant feedback from their customers can be expected. Sufficiently qualified and properly motivated front-line staff is essential to ensure the optimum service level. Thanks to a bonus for succesfully mastered ?mystery shopping? it is possible to motivate the sellers to an ultimate customer care. The relationship between the company and the customer should be useful for both parties. This is the way how to ensure a long-term and functional cooperation.
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