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Implementing SugarCRM and BI solution using opensource tools
Ullrich, Jan ; Novotný, Ota (advisor) ; Dušek, Jiří (referee)
Diploma thesis is focused on the implementation of customer relationship management and Business Intelligence solutions in the small business company using open source technologies. Main objective of the thesis is implementation of CRM and Business Intelligence and evaluation of usability of these solutions. Thesis describes basic elements of these solutions. For the setting up metrics is using Balanced Scorecard. In the next part of this thesis is designed the whole Business Intelligence including the creating of data model and OLAP cubes using open source technologies. Theoretical background is described in the first part of thesis. There are defined basic terms from scope of strategic management using Balanced Scorecard, CRM and Business Intelligence. Thesis demonstrates using and creation of the whole Business Intelligence solution. There are also evaluated difficulties in implementation of these products. In thesis is designed data warehouse and the whole solution including reports.
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Customization in open source CRM applications
Nosková, Michaela ; Gála, Libor (advisor) ; Faina, Michal (referee)
This thesis is about customization and her evaluation in open source CRM systems. The objective of this thesis is determine theoretical framework of term customization, personalization and CRM, establish the method of the evaluation of the level of customization and make an evaluation of the level of customizacion CRM systems through the mentioned method. In the fist part of the thesis I explain terms of customization and personalization. There are defined original formulas necessary for understanding of this thesis. The second part is about determination of general method of evaluation customization in CRM systems. The third part of thesis enlarges the evaluation of concrete products, their comparison and final evaluation. There are evaluated products from open source CRM systems.
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Segmentation of clients in the selected bank
Kačer, Ctibor ; Žebrák, Miroslav (advisor) ; Hamza, Jan (referee)
The aim of this thesis is to create a detailed overview of customer segmentation in banking sector and apply theoretical knowledge on a concrete practical case. Another goal is a detailed comparison of employee's attitude to clients from different segments. One of the outputs of the thesis is also confrontation of a detailed analysis of the facts with a point of view of the client.
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Analysis of the ICT market in the segment of SaaS
Brdjar, Jaroslav ; Pour, Jan (advisor) ; Derfler, Václav (referee)
The aim of this work is to analyze the current market products Software-as-a-Service by analyzing particular suppliers, illustrative examples and introduction of functionality of these solutions. My goal is to show the benefits of using these solutions for the enterprise. I will try to assess the development and direction of this market segment based on analyst reports of leading companies based on customer needs. Full analysis of SaaS is built on theoretical foundations that are necessary to achieve stated objectives. In the other individual parts of this work,there are discussed market shares of SaaS applications, determining and defining placement of SaaS solutions for the overall IT market and provided an overview of the biggest worldwide suppliers of SaaS solutions. There are also defined metrics, criterias and selection of an implementation of SaaS which are described in the last chapter. The benefit of this work is the SaaS market segment analysis, presentation and performance of individual products,its functionality and options. Also there will be showed detailed presentations on specific solutions which are used worldwide.
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IT support in Call Centre enviroment
Nohejl, Karel ; Pavlíček, Luboš (advisor) ; Bruckner, Tomáš (referee)
This diploma thesis aims to generally describe IT governance in contact centers. In Czech language, there is no general model or methodology (except internal corporate rules). In first half, the thesis will concentrate on theoretical models. To be explained clearly, there is need to describe basic technology and architectures first, which is being used in contact centers. In next part, concrete models will be characterized, and there will be argumentation among them. In next part, the concrete components of IT area in contact centers will me described. Part will deal mostly with HW and SW equipment, user roles on Windows platform and questions of labor environment and security. In conclusion, there will be a basic overview of contact centre application types. In the last part, the collected findings, combined with author's personal experience will be implemented to created set of models, which will keep the multidimensional access attitude. The real result of the thesis will be creation of set of models for implementation and governance of IT in contact centers in Czech.
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Quality improvement in client feedback process in Ceska sporitelna, a.s.
Burešová, Michaela ; Kořánová, Helena (advisor) ; Jakubcová, Jitka (referee)
The purpose of this diploma thesis is the fact that Ceska sporitelna a.s. doesn't succeed in fulfilling of the standard to solve 80 % of client feedback by 24 hours. The goal of this diploma thesis named "Quality improvement in client feedback process in Ceska sporitelna, a.s." is to define problem spaces of the client feedback process which are necessary to improve. At the beginning there is an explanation of some terms which are connected with a quality. Consequently there are mentioned certain methods of continuous improvement such as PDCA, Six sigma and so on. In practical part there is described contemporary client feedback process, they are introduced results of my own research and suggested ideas for improvement.
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Customer Relationship Management
Kovshevnaya, Valentina ; Štěrbová, Ludmila (advisor) ; Lhotáková, Markéta (referee)
This diploma thesis deals with Customer Relationship Management (CRM). The main purpose of the diploma thesis is to explore CRM theoretically, which means to explain its fundamentals, principals and goals, identify CRM processes and investigate their flow in each of the phases of CRM, to explain CRM technology and show that the implementation of CRM in organization is demanding on human resourses. The purpose is achieved by systematisation of the theoretical knowledge about CRM using a method of studying of specialized literature. The theoretical knowledge is consequently applied to investigate and evaluate CRM in Allstar Group s.r.o. company. Nowadays the effective usage of CRM system is becoming a key to get a competititve advantage for the organization. This diploma thesis contains introduction, five chapters of the main body, conclusion, list of used literature and sources and appendices.
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Customer service as a CRM tool
Smiková, Lenka ; Průša, Přemysl (advisor) ; Pařízek, Karel (referee)
The bachelor thesis analyzes and assesses the marketing mix of Prague City Apartments, s.r.o. It is focused on functioning of customer service as a part of the concept of Customer Relationship Management (CRM). The analysis is based on theoretical knowledge of marketing of services and CRM and on the importance of customer service in rendition of services, particularly in tourism and hotel industry. The thesis provides, via SWOT analysis, suggestions for improving quality of customer service - a tool for building relationships with customers.
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Corporate communications and PR on the Internet
Kunert, Pavel ; Střížová, Vlasta (advisor) ; Pavlík, Petr (referee)
This paper deals with three basic problems, which also examines and analyzes. It is based on comparison of three company's efforts to effective public relations. Author derives benefit from his work experience from three different projects in the position of the person responsible for public relations and marketing. The Paper as a result compares options and strategies of making effective public relations in three different large companies. In addition, comparative studies of these three projects, which monitor the strategies of different companies and also the use of the Internet and other technologies for greater efficiency resulting effort, the paper will focus on analyzing the close relationship between marketing and public relations. Contribution of this paper is a new view on internet PR, in the light of term its relationship to an informative system used by organization, especially the part of Customer Relationship Management for managing relations with the public. By comparing the different strategies will also help to detect mistakes in the implementation of public relations as well as selecting appropriate means of internet PR. The third and fourth chapter describes the integration of public relations in the modern internet community and communication, and also in the marketing mix of organizations and companies. In next chapters, theoretical knowledge has passed to practical examples of Digital Sun music festival and music Club Na Rampě. The widest use of information technologies and IT/IS organizations will be seen on the example of accessing PR and marketing into the company Mironet, Ltd.
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CRM Software-as-a-Service in Czech Republic
Maňáková, Helena ; Žebrák, Miroslav (advisor) ; Kacerovský, Jiří (referee)
Customer relationship management includes all the sophisticated methodologies. It is a comprehensive way to manage the relationships which company has with its customers. There is a fierce competiton between companies, small businesses have to compete on equal terms with large organizations. This situation leads to discussion about customer oriented approach and diligence to prevent the loss of customer portfolio. Increase in the knowledge of customers is a key point of success. Information technology boosts customer relationship management. Companies face expensiveness of technologies and they try to find cheaper and more reachable solution. To find and evaluate criteria of success of CRM Software-as-a-Service in Czech Republic is the objective of my thesis. The goal is to define a method on how to find aspects of success, to research and to evaluate the results. Thesis contains insight into levels of CRM, summary of criteria of CRM choice, description of SaaS technology, research, results and final conclusion.
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