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Company CRM Concept and Implementation Project
Špringl, Petr ; Tobola, Jiří (referee) ; Chlebovský, Vít (advisor)
This thesis deals with analysis and possibilities of improvements in the area of customer relationship management in a company. There is a theoretical framework regarding customer relationship management and CRM systems including their implementation. The thesis includes analysis of current state of CRM in a concrete company and a proposal of a new CRM system implementation schedule based on the analysis. Finally, there is a discussion of benefits of the proposed project and author's proposals heading to improvements of CRM in the company.
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Analysis of the Satisfaction and Customers´s Requirements in Specific Enterprise
Jirák, David ; Koliš, Karel (advisor) ; Jiřinová, Kateřina (referee)
This bachelor thesis deal with customer relationship management aimed on customer´s requirements and satisfaction. It emphasized the importance of customer relationship management in highly competitive enviroment. The aim is to identify customer requirements, and on this basis to develop recommendations for improvement, which improving customer satisfaction of a specific company. The theoretical part is focused on the definition of CRM, including it´s history and benefits for the company. Further, it highlights the importance of determining the value for the customer and the customer value for the company. It also addresses the importance of stratification, segmentation of customers and dedicated to customer satisfaction. The practical part is created by the analysis of customers in terms of their nationality and the source from which they come. There are also analyzed the requirements and customer satisfaction based on reviews. Practical part is ended by recommendations for the company.
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Analysis of customer processes in a particular organisation in order to achieve their effectiveness and automation
Sládek, Jaroslav ; Koliš, Karel (advisor) ; Procházka, David Anthony (referee)
Bachelor thesis has an imminent focus on detailed analysis of internal company processes of a particular customer oriented organisation resolved due their unfunctionality. For modification of monitored activities are used diverse standardized methods and models in order to find possibilities for their improvement. The theoretical part is dedicated to the discipline of Customer Relationship Management itself, its philosophy, and defines elementary terms related to the problematics of accepting the CRM strategy. Practical part presents basic information about the analyzed company, followed by a current situation analysis. Processes analysis includes subjective evaluation of monitored processes and its suggestions for their reworking. The final outcome of the work constists in presenting newly designed processes mapped in graphical diagrams. In addition, following check list of needed step-by-step development, in order to achieve desired changes, is presented by the end of the work.
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Analysis of Customer Relationship Management of a Specific Company Focusing on Contact Centers
Podpierová, Klára ; Koliš, Karel (advisor) ; Kuchár, Róbert (referee)
The goal of this piece of work is to understand customer relationship management and to perform an analysis of it in a particular company. The first section summarizes the theoretical basis of customer relationship management which includes definitions, history and the basic elements of CRM. The second practical part outlines information about the particular company and an overview of the methods used. After that, based on the data compiled, a gap analysis of the differences between the current states and the goals of the company is described. The third and final part concludes suggestions for improvement in order to optimize the customer relationship management by using theoretical data as well as findings the analysis.
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Loyalty programs as a CRM tool used by airline
Demčáková, Vanda ; Topolová, Ivana (advisor) ; Kubálková, Markéta (referee)
This bachelors thesis Loyalty programs as a CRM tool used by airline describes the importance of Customer Relationship Management in todays competitive market and explains basic concepts of a relationship between organization and customers, such as customer value, satisfaction and loyalty. In the practical part is the knowledge from theoretical part applied on the specific airline. The practical part presents an assessment and evaluation of the loyalty program OK Plus Partner. To carry out this practical part, a survey about satisfaction is used. Results of the questionnaire are analyzed and based on them, some recommendations for possible changes are made.
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Implementation of CRM philosophy on selected company
Musilová, Eva ; Koliš, Karel (advisor) ; Čapek, Jan (referee)
The theoretical part of the bachelor thesis is focused on defining CRM, history of CRM and developing the CRM strategy. Phases of the Customer Relationship management are described in this part along with benefits from implementation of this philosophy. The practical part informs about selected company and about the range of its business activities. It analyses the current state of CRM in the company together with the internal processes. Feedback is emphasized in the end of this part, and the objective of this thesis is to provide the company with recommendations regarding CRM based on analysed data.
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Influence the implementation of CRM on the development potential of companies
Anisimova, Karina ; Mejdrech, Vlastimil (advisor) ; Hartman, Ladislav (referee)
This thesis looks into the complex issue of CRM implementation. The thesis is divided into a theoretical and practical part. The first part of the thesis aims at analyzing CRM system, defining it's essential features and also investigating influence of the system implementation. The main goal of the second part of the thesis is to analyze two Russian companies, which have implemented the CRM system or a part of them. In this part I have performed own research and on the basis of investigation I realize my own measurements of effectiveness of implementation. In the conclusion, I have summarized main results of the implementation and suggest some own ideas for company business development.
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HUMAN RESOURCES MANAGEMENT IN CULTURE
Horák, Josef ; LÁZŇOVSKÝ, Michal (advisor) ; JEŽEK, Vlastimil (referee)
The thesis is devoted to the chosen topics of Human Resources Management with concentration on managerial aspects. The aims of thesis are exploration and organization of HRM theories, their comparision with managerial practise and exploration of methods in culture sector.
The theoretical part is firstly focused on particular leadership styles and models in consideration of their historical, cultural and geografical context. Consequently, chosen approaches and methods used in organisations are explained, followed by the field of project management.
Practical part presents three case studies of theatres with legal form of subsidized organisation - Minor, The Municipal Theatres of Prague and The East Bohemia Theatre in Pardubice.
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