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Innovation and access to customer according to Thomas Bata
Navrátilová, Kateřina ; Mejdrech, Vlastimil (advisor) ; Antušák, Emil (referee)
This batchelor thesis deals with the customer's, innovative and social policy in the way, how was performed in Bata's company. The goal of this thesis is to evaluate if the Bata's business principles in these areas are or aren't actual in the present. To achieve this goal were in particular areas first named methods perfomed in Bata's company. Then was mentioned current theory and final the comparison. The ideas of topicality or not topicality particular areas were mentioned in two ways of view -- the opinion of author and the opinion of employment in companies, which were asked.
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Management of change for operational processes-CRM process of aerospace supplier
Spálenková, Tereza ; Mejdrech, Vlastimil (advisor) ; Svobodová, Hana (referee)
This diploma thesis disserts about Customer Relationship Management -- CRM. CRM is a modern management strategy, which targets a customer as an actual center of all company processes and decisions in all departments and by all employees. The thesis describes the evolution of the CRM strategy and CRM theoretical base. It focuses at one industry: aerospace, which is analyzed; its state, main participants and functional rules including barriers of entry. A particular company is presented: Honeywell, whose CRM is analyzed. CRM process gaps are identified, a specific gap is found as fundamental and its solution and implementation of the solution is designed. The objective is to enhance CRM process effectiveness, ensure beneficent customer relationship management, provide higher level of relationships with the targeted customers and enable sales growth.
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Requirements Analysis of CRM System for Sales Teams
Franěk, Filip ; Oškrdal, Václav (advisor) ; Prkna, Miroslav (referee)
The purpose of this thesis is to clarify the reasons and consequences of failed implementations and poor adoption of CRM / SFA tools in sales teams, that have been recorded in recent years. Almost 70% of initiatives to introduce new technologies for sales teams have failed in the return on investments. The goal of the thesis is to create requirements for a new CRM / SFA, which will support salesmen and sales teams in a better way. It describes the way the sales team work, it describes business cases and determinates its key activities. Using perceived usefulness, I create a set of system requirements for CRM / SFA tool, which will support salesmen and improve their sales performance.
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Trends in corporate CRM
Kaňka, Josef ; Basl, Josef (advisor) ; Raška, Ondřej (referee)
In a bachelor thesis I deal with systems and tools to support of Customer Relationship Management. I describe the various means of CRM and their use for obtaining, maintaining and communicating with customers. The work shows the modern methods, upcoming trends and their evaluation. Aim of this work is to offer insight on CRM tools available on Czech market for use inside and outside of the company. After reading the reader should know what direction is CRM heading and what tools could ask for implementing in company.
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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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Trends in the CRM business information systems
Valenta, Martin ; Basl, Josef (advisor) ; Novotný, Ota (referee)
The purpose of this thesis is to analyse the trends related to the Customer Relationship Management (CRM) with emphasis on the CRM software. Essential trends were identified through professional analytical reports and dedicated servers. CRM trends were analysed from the time and factual perspective. The core purpose of this thesis was to evaluate possible business value of identified trends for businesses from a selected market segment. To fulfil this goal, the banking segment was chosen to be further analysed. The author of this thesis studied the extent of implementation of chosen trends in a real CRM implementation project executed in a bank operating on the market of Czech Republic. In the process, the set of interviews with "CRM in banking sector" professionals were completed to figure out how they are possibly appreciated by the whole banking sector. Through the responses of the chosen professionals, some trends characteristics were mainly followed. These were trend maturity (captured by slightly modified Gartner Hype Cycle) and trend business value (captured by defined numeral evaluation). An average evaluation of business value of each trend, done from various time perspectives, was displayed by two different tables, each grouping trends on the factual basis. Finally, trends business values were represented graphically to accent their possible progress as seen from the banking sector point of view and to provide users with a simple tool to confront their view with the view of the professionals. The tool mentioned allows users to focus on the trends that are likely to be very beneficial (according to the general opinion of the chosen professionals) and at the same time allows users to stay clear of the trends that don't promise much value for the banking sector, not even in the future.
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Analysis of Social CRM potencial
Vitaiová, Ornela ; Basl, Josef (advisor) ; Fortinová, Jana (referee)
The submitted bachelor's thesis studies emerging phenomena from the field of enterprise informatics - information systems called as Social CRM or CRM 2.0. Social CRM is not understood and treated here only as software tools but rather the opposite. The text aims to clarify fundamentals and purpose of this new attitude, confront it with the traditional CRM and introduce it in a broader context which understanding is vital for successful implementation of Social CRM into practice. Therefore, by this thesis authoress also maps social, managerial, business and technologic changes which were at the background of SCRM emergence, and she offers her own unbiased understanding of it. This thesis brings a theoretical introduction in subject of the Social CRM products supply and evaluates its contemporary condition. Conducted survey research broadens the view of the Social CRM market condition with the understanding of these technologies and managerial approaches by the market demand side. Authoress doesn't aims to create the most extent or complete material concerning this topic, but rather tries to summarize basic information into a lucid form that can serve as a good starting point when trying to understand and study Social CRM subject.
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