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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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Application of marketing campaign management system on the retail FMCG market
Pivovarník, Jan ; Novotný, Ota (advisor) ; Šperková, Lucie (referee)
This thesis focuses on marketing campaign life cycle management and customer relationship management in the area of fast moving consumer goods. Because of the highly competitive nature of this market the companies are in search of ways how to gain an advantage over their competitors -- which can be more effective marketing towards customers. The main goals of this thesis are completion of thorough theoretical fundamentals and subsequently design of methodology of marketing campaign management. The theoretical part of this thesis presents basic concepts and discuses the topic separately from both technology and marketing standpoint. Also this part presents current trends in the EMM area and explains the customer relationship management specifics of the FMCG market. Practical chapters consist in development of the marketing campaign lifecycle methodology. The methodology is based on theoretical concepts presented in the first part of thesis and my own professional experience with implementation projects. The main merit of this thesis is development of the methodology, which is technology independent, intuitive, flexible and utilizable not only in the FMCG area. Another merit is drawing up of complex theoretical concepts that are merely covered by professional literature.
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Market segmentation by using marketing data as part of marketing strategy
Nagyová-Tkáčová, Monika ; Průša, Přemysl (advisor) ; Jakešová, Patricia (referee)
The thesis deals mainly with market segmentation which is very important part of marketing strategy. The theoretical part consists of general knowledge of marketing, a Customer relationship management (CRM), market segmentation and database marketing. A case study consists of the implementation of the theoretical knowledge into the practical part. The aims of the thesis are: an introduction to the issue of market segmentation, an importance of market segmentation in creating marketing strategies, an implementation of market segmentation for a company which has decided to put a new product on the market, giving a definition of a target segment as a result of market segmentation and to make a suggestion of an effective communication strategy.
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Petrof CRM system
Bukačová, Marie-Anna ; Kubálková, Markéta (advisor) ; Koliš, Karel (referee)
This Bachelor thesis deals with customer service management of company Petrof. The theoretical part engages in matters connected with CRM followed by clarifying what a customer means to the company and also what values of a customer there may be. Chapters with respect of the B2B market close the theoretical part of the thesis. In the first section of the practical part, the company Petrof is introduced and its position on the market. This is followed by analysis of acquired findings and based on these a SWOT analysis of the company. To conclude this matter, the thesis focuses on improvement suggestion in the customer service management field.
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Methods of prediction Customer Lifetime Value
Pešek, Martin ; Jašek, Pavel (advisor) ; Novotný, Ota (referee)
This bachelor thesis covers methods of predicting customer lifetime value. The thesis is focused on predictions for non-contractual settings with use of Pareto/NBD and BG/NBD models. The first part presents concept of customer lifetime value, possibilities of use in Customer Relationship Management, benefits from application of this concept and factors which have influence on predictions of customer lifetime value. This part of the thesis further covers customer lifecycle, influences of data quality on these predictions and customer value. In the next part there are explained basic assumptions of Pareto/NBD and BG/NBD models. This part further explains about data requirements and which outputs are provided from these models. Following with the explanation of customer lifetime value prediction process and use of gamma-gamma spend model for calculating the average transactions values. In the following part of the thesis CRISP-DM methodology is applied for use of the dataset from electronic retail. The thesis covers phases of this methodology. Main part is dedicated to understanding the data and their preparation for the following predictions of customer lifetime value. Then estimation of parameters is done and subsequently comparison of predicted customer behaviour. The final part covers predictions of customer lifetime value and customer equity. This part is focused on simulation of predictions for selected customers with different transactional behaviour and creating segments of customers depending on their lifetime value. The thesis thus provides the whole process of customer lifetime value prediction and comparison of Pareto/NBD and BG/NBD models with usage of real customer data.
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Building CRM in selected company
Bednárová, Lenka ; Koliš, Karel (advisor) ; Jiřinová, Kateřina (referee)
The theoretical part of the bachelor thesis deals with defining CRM and other concepts, developing strategy and building CRM. Within the concept of building CRM is discussed establishment of relationships with customers, strengthening and development of these relationships, customer value and value for customer are discussed. The practical part provides information about the selected company and its focus on the market, examines the current state of CRM in the company and compares it with customer-centric approach of competition. Based on the obtained information and discovered deficiencies, the aim of the study is to suggest recommendations for improvement that would streamline the process of managing customer relationships.
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Analysis of a Specific Company from the Perspective of CRM
Svoboda, Mikuláš ; Malinová, Ludmila (advisor) ; Jánský, Pavel (referee)
The bachelor thesis is in theoretical part explaining the term CRM, its history, development and modern trends. It describes company procedures and various CRM functions. It also discusses the theoretical benefits of CRM and its implementation in the company. The practical part introduces a real company, analyzes its business processes with a focus on their flaws and their subsequent optimization. It processes questionnaires filled out by the departments of sales and invoicing and interviews with the heads of these departments. Based on the acquired knowledge, recommendations for the introduction of CRM are made.
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Development and application of relationship marketing
Kohoutová, Lucie ; Machek, Martin (advisor) ; Kolouchová, Daniela (referee)
Bachelor thesis "Development and application of relationship marketing", deals with the historical origin of individual relationship marketing approaches that lead to the creation of long-term and therefore mutually beneficial partnerships with key parties. The author also explains the concept of CRM, the conditions for quality customer relationship management and discusses the different aspects that contribute significantly to the gaining of customer trust and loyalty for the long term. The practical part illustrates the theoretical knowledge on the specific example of Tesco company, what successfully managed to create the Clubcard program, supporting customer loyalty. The practical part was complemented by a survey of 160 university students, with the focus on the frequency of use for the loyalty program and the willingness of a individual to provide personal data.
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The Project of Migration of Customers from WiFi to Wired Connection
Wildová, Veronika ; Mejdrech, Vlastimil (advisor) ; Elbl, Tomáš (referee)
Diploma thesis in theoretical part briefly describes the technology of wireless internet connection (WiFi) and wired connection ADSL/VDSL. The thesis analyzes the impact of changes in technology and customer satisfaction and on two scenarios predicts response of the entire segment. It describes the elements of the project management and suggests the optimal way of management and communication with customer. At the end of the practical part they are estimated network costs of change itself.
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Quantitative marketing
Ráčková, Adéla ; Hušek, Roman (advisor) ; Beck, Jiří (referee) ; Hlaváček, Jiří (referee) ; Tomek, Gustav (referee)
In my dissertation I am interested in the management of marketing cummunication and techniques which make this communication more effective. The main topic of this thesis is the optimization of marketing communication which is discussed from the theoretical point of view at first. Then a social network analysis improving additional and complementary information to predictive models related to customers' behaviour is a part of this thesis. The analysis of social network represents an approach which is used for study of social structure and the analysis of social linkage of individuals in a form of relational data is a subject of its interest. Models of binary choice are used to estimate predictive models, the main attention is dedicated to the logistic regression, further to the logit and probit models including discussion related to the possible use of models of multinomial choice. The mentioned techniques are combined in the application part. The telecommunication market is selected for case studies because it represents a dynamically developing market opened to new and fresh technologies and approaches. Three case studies are discribed in this thesis. The first study is focused on the optimization of proactive telemarketing campaigns realized with foreign telecom operator. The second case study is focused on the optimization of reactive telemarketing campaings what means the optimization of marketing communication in call centers in czech telecom operator. The third case study relates to the important change of czech telecom market which happened in April 2013 and to the role of predictive modelling and optimization in it.
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