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Analytický CRM: Účinný nástroj pro řízení ziskovosti firmy
Šťavíková, Martina ; Král, Bohumil (advisor) ; Lueger, Stephan (referee)
Cílem práce je nastínit možnosti využití analytického CRM k zvyšování ziskovosti společnosti. Analytický CRM se zabývá analýzou zákaznických dat, které slouží jako podpora pro operativní a strategické rozhodování firmy. Teoretická část práce se zabývá různými způsoby segmentace zákazníků, zákaznickými metrikami a způsoby, jak si udržet dobré zákazníky ve společnosti. Pro ucelený obraz o analytickém CRM také nastiňuje jeho technickou stránku, ve které popisuje nejčastěji využívané techniky při získávání dat. Praktická část práce byla vyhotovena ve spolupráci se společností Makro Cash & Carry. Popisuje nejdůležitější změny, které byly podniknuty k přeměně Makra z produktově na zákaznicky orientovanou společnost, a podrobněji se věnuje práci kontrolorů, jež se analytickým CRM ve firmě zabývají.
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Application of customer relationship assessment methods in the company Plzeňské městské dopravní podniky, a.s.
Buchalová, Petra ; Hykš, Ondřej (advisor) ; Chvojková, Helena (referee)
The fundamental point of the thesis is customers and their satisfaction. The theoretical part characterizes the Customer relationship management approach (CRM) and describes the assessment methods. The main objective of the thesis is to create a documented procedure for customer satisfaction assessment and an application of the chosen assessment method. The practical part deals with a fulfilment of the main objective for which the company Plzeňské městské dopravní podniky, a.s. is selected. The created questionnaire is applied to a small sample. The thesis is concluded with an evaluation of the survey results and with the applicability evaluation of both the questionnaire and the documented procedure.
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Service Quality in Hotel Industry - Customer Satisfaction
Fučíková, Martina ; Indrová, Jarmila (advisor)
The theoretical part of the master thesis focuses mainly on particular methods to help to identify customer satisfaction with regard to the specific processes in the hotel industry. The practical part determines the customer satisfaction in the hotel Jalta. A customer satisfaction survey based on a research of the web pages www.hrs.com, www.booking.com, www.tripadvisor and the evaluation of questionnaires provided by the hotel Jalta has been carried out. In addition a mystery shopping with an enclosed report and suggestions for improvement were made. The goal was to examine the appropriateness of questions with regard to the output of information.
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Spokojenost zákazníka s rehabilitačními službami
Saiverová, Denisa ; Kořánová, Helena (advisor) ; Turzík, Vladislav (referee)
The graduation theses deals with the customer satisfaction -- in this case patients - with the rehabilitations services in the Rehabilitation Institute Kladruby. The theoretical part defines the general conditions of the service quality by ISO standards 9000 and the relevant literature, outlines the improving of service quality, explain the conception of the customer satisfaction, outlines the possibilities of it's measuring and improving. The theses finds satisfaction or dissatisfaction of the patients with the certain areas by the questionnaire investigation. Areas of investigation are for example the care of doctors and nurses, providing information on the nature of health, the physiotherapists work, quality of food and equipment on order on the bed wards. The obtained results are compared with the investigation of the bachelor thesis.
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Research od customer satisfaction with given company
Boháčková, Veronika ; Surynek, Alois (advisor) ; Kestlová, Kateřina (referee)
This thesis is focused on marketing research, concretely customer satisfaction. The aim of thesis is analysis of a given company, especially of customer needs and expectations, and analysis of customer satisfaction with offered products and services. In theoretical part there is defined the basis of marketing strategy based on customer orientation, especially customer satisfaction, methods and importance of customer satisfaction control and CRM process. Practical part is focused on research and includes the recommendations for company.
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