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Implementation of Vtiger CRM system into VŠE xPORT accelerator
Čermák, Tomáš ; Novotný, Ota (advisor) ; Waldmannová, Lenka (referee)
This diploma thesis is focused on implementation of a CRM system to xPORT organization. Goal of this thesis is to choose a relevant approach to implementation, market analysis of appropriate CRM systems and choosing one system, which is most suitable for the organization. This system is then implemented and customized to accomplish all organization's needs. Work is separated into two parts -- theoretical and practical part. Theoretical part describes the terms CRM and CRM system, from historical and structural points of view. The next topic is a short introduction to the xPORT organization, its structure and subject are described there. Practical part is focused on choosing of appropriate approach to implementation of a CRM system and a market analysis followed by choosing of one most suitable CRM system. This system is then implemented to the organization's infrastructure and its functionality is changed to meet an organization's demands. Practical part is concluded by setting this system into the production and training the users. The main outcome of this work is functional CRM system, user manuals for using this system and description of its infrastructure for future administration tasks and changes on functionality. Contribution of this work is in choosing and implementation such CRM system that fits the most into the xPORT organization, is able to cover as much demands as possible and which provides to this organization a possibility to maintain and use its information effectively.
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CRM application development in PHP language using MVC architecture
PECKA, Stanislav
This bachelor's thesis deals with CRM systems development using PHP language. This work contains a complete analysis which is used as a base for system design and afterwards programming. Application design uses MVC architecture, which is described both generally and for web use. At the end I described methodology of setting the system on production server.
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Implementation of CRM in banking sector
Pernikl, Michal ; Maryška, Miloš (advisor) ; Hromas, Jan (referee)
This diploma thesis is concerned with the information systems used to support customer relationship management in organizations. The issue of CRM systems is discussed in this thesis in terms of their implementation and focusing on the banking sector. The aim of this work is to design the physical procedure of implementation of the CRM system in the banking sector, which will provide guidance, whose purpose will be to provide advice and highlighting the critical success factors in each phase of the project. The created instructions disposing fairly detailed description of each phase of the project will be very beneficial especially for banking institutions, which will be avoided well-known problems in the course of the project , and lead the CRM system implementation project to a successful conclusion. In the theoretical part the work user will be familiar with the theoretical concept of CRM and subsequently in detail with its sub-areas. Great emphasis is placed in this section in particular CRM processes. Subsequently, there will be presented the CRM systems itself, the basic distribution, functionality and, ultimately, their integration into the IS / ICT architecture of the organization. At the end of the theoretical part, the identification of the specific needs of the CRM system in terms of the banking sector will be performed. Practical work has been devoted to the implementation of the CRM system in the banking sector. In the introduction to this part the access to the draft proposal of the progress of implementation of CRM in banking sector is presented to the work user and consequently it is more generally introduced in the proposal itself. In order to thus created proposal considered is correct, this proposal was needed to confront the real CRM implementation projects in the real banking institution. Therefore, there is introduced a banking institution whose project of implementation of the CRM system will be compared with the designed physical procedure of implementation of the CRM system in other work parts. The conclusion then proceeded to a detailed presentation of the designed procedure and its confrontation with the real CRM implementation project in the banking sector.
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Analysis and implementation of CRM in the nonprofit sector
Quaiser, Jakub ; Novotný, Ota (advisor) ; Basch, Robert (referee)
This thesis focuses on analysis and implementation of CRM in non-profit organization. The main aim of this thesis is to analyse the choice of suitable CRM system for Open Society Fund Prague, while the part of implementation is covered in the thesis of Václav Bešta. To fulfil the main aim, it is necessary to extend knowledge gained during the study using additional information from specialised publications and electronic resources which relate to CRM and Fundraising. These are subsequently used in the practical part, which is the result of individual work and cooperation with V. Bešta and members of Open Society Fund Prague. The contribution of this thesis is a resultant product in form of chosen and suggested CRM system, which Open Society Fund Prague will use for its activities. Possible contribution is that this system can be used by another non-profit organisation. Moreover, the practical part of this thesis may serve as a manual, how to deal with a selection of suitable CRM system. This Thesis is divided into two parts: theoretical and practical. The theoretical part discusses and clarifies the meaning of CRM and Fundraising, describes possibilities of their interconnection and mentions research in works, dealing with similar topics. At first, the practical part describes Open Society Fund Prague. The thesis continues with the analysis of found requirements for the CRM system, which than helps to choose a suitable product for the foundation. At the end, the thesis mentions the implementation of a chosen system in Open Society Fund Prague, which is described in detail in the thesis of V. Bešta.
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Cloud Computing: Overwiew of CRM solutions avalaible in Czech Republic
Le Xuan, Dung ; Margaris, Nikos (advisor) ; Feuerlicht, Jiří (referee)
The first goal of this thesis is to expound the concept of CRM - Customer Relationship Management. In the thesis are discussed about different approaches to CRM. Customer relationship management should be seen as an enterprise-wide on customer oriented strategy. This term is often understood as a CRM system. To achieve this concept is currently using CRM tools that are part of the CRM system. Furthermore, the thesis described architecture and functionality of the CRM system. As information technology continues to evolve, in the thesis are also discussed trends in CRM systems. The biggest trend is software as a service based solutions (SaaS). The next section will focus on CRM systems based on SaaS. First, defines what Cloud Computing is. Is also discussed deployment models and taxonomy services. The main objective is to analyze the market for CRM services in the Czech Republic. In the thesis for easy navigation on the CRM services market is set up a complete overview of available solutions. Solutions are categorized into 3 categories according to company size. For each category are selected and compared the best products according to specified criteria. The three products from each category are described in details. In addition, by the questionnaire will be detected by the attitude of Czech companies to CRM and SaaS. The aim is to determine what proportion of businesses using CRM to support its processes, what systems are used, what is their opinion on the issue of data security solutions based on SaaS.
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Market analysis of the CRM systems
Zelený, Martin ; Fortinová, Jana (advisor) ; Drozen, František (referee)
This thesis is concerned with customer relationship management, commonly known under the abbreviation CRM, and the related market. The main aim is to analyse the CRM market in the Czech Republic, assessing both historical development and current situation. The thesis defines the term "customer relationship management", elaborates on its history, development, functionality and also on trends in the fields that either influence or have the potential to influence market development. The current and future situation of both world and domestic CRM systems markets are evaluated based on consultations with experts and on various data available. Criteria of the companies that are implementing CRM systems are among the factors that influence the market. The thesis presents these criteria, as well as the results of a research on selection criteria preference. The last part focuses on the preparation, execution and evaluation of the Czech market research. The hypotheses, which were identified on the basis of the research and past questionnaire surveys, are subsequently proved or disproved. The appendix contains a glossary of terms and abbreviations, and a copy of the research questionnaire is enclosed with the thesis.
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Analysis of market with Open-source CRM systems
Sklenář, Ondřej ; Fortinová, Jana (advisor) ; Pour, Jan (referee)
The thesis analyzes the market of open source CRM systems. The aim is to map the market of CRM systems and compared 3 selected systems. At first, the concepts open source and CRM are explained theoretically. After that is described market of open source CRM systems. The last chapter is a comparison of selected 3 OS CRM systems according to established criteria. The contribution of the work lies in the mapping market of open source CRM systems, as these topics have not yet been processed.
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Market analysis of the CRM systems
Doležel, Pavel ; Fortinová, Jana (advisor) ; Pavlíčková, Jarmila (referee)
The first goal of this paper is to expound the term CRM (Customer Relationship Management.) This thesis explains different views on this shortcut, which is usually confused with the term CRM system. We should understand the idea of customer relationship management as an enterprise-wide strategy approaching the customer. To achieve this concept, we use a variety of CRM tools, such as CRM systems. The study also deals with a different architecture, functionality, and types of CRM systems. Information systems are constantly evolving, so the description of basic trends in this industry is also one of the goals of this paper. The main objective is to analyze the Czech market of CRM systems. There are a lot of different systems available on the market, so it's really difficult for the customer to have a good grasp about the market. The thesis contains a complete list of all available products. The market is divided into three parts, according to size of the company, where should the system be implemented. Based on the chosen criteria, three CRM systems are closely analyzed for each segment.
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Application of a CRM system in the sector of congress tourism
Pelánová, Iva ; Kubálková, Markéta (advisor) ; Kubálek, Tomáš (referee)
Congress tourism is one of the most dynamic forms of tourism, a growing sector that places increasingly higher demands on information technologies.The first part of this work deals with congress tourism from the marketing and sales department's point of view. The second part deals with basic CRM system characteristics. The third section describes the changes in the CRM system and their contribution to the specific company.
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The market of CRM systems and future development
Dudek, Martin ; Matuštík, Ondřej (advisor) ; Klaschková, Jana (referee)
The main aim of this diploma thesis is to create an overview of analytic CRM systems which are offered in the Czech Republic with the emphasis on systems which can be used for marketing processes of the firms. The overview contains the reflection of new trends in CRM systems and marketing and the development to the future. In the last decade there is a huge development of CRM systems, which are generally known as sales force automation and less as an instrument for marketing management of the companies. Last but not least CRM is mistaken with information systems, even if the CRM concept is known for a lot of years and was developed from marketing, which is very often forgotten. The topic of this diploma thesis is originally view on CRM from marketing perspective and creation of compact view of analytic CRM systems, which are offered in the Czech Republic. Emphasis is put on using of these systems for marketing management and the target is disproving the myths, which are spoken about CRM as well CRM systems. Orientation of this document is mainly on analytic CRM systems, which has the most development in the last decades and can be used very well for marketing functions in companies. There is also a large development of marketing and CRM systems. The target is also making a summary of these trends and makes a hypothesis if CRM systems are developed according the future of marketing, if the CRM systems manage the reaction on this things.
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