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Customer relationships in the selected company
BLÁHOVÁ, Adéla
The aim of this thesis is to provide a comprehensive overview of the customer satisfaction and Customer Relationship Management and to analyze the client satisfaction in the company ESSOX s. r. o. In the end I suggest specific recommendations to improve the quality of provided services.
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Customer relationship management in a selected organization
ŠVAMBERK, David
The aim of the thesis is to evaluate customer relationship management in a selected organization through a questionnaire survey. At first was identified company marketing through 4P, making it possible to outline how the company does with the product, distribution, pricing and marketing communications. Subsequently, a survey was conducted on a total of 100 respondents. The questionnaire had 20 questions, in which customers expressed their satisfaction with the company's employees, offered goods, services and also compared the individual areas of business to competitors. After evaluation questionnaire was also conducted guided interview with the director of questions regarding the results of the survey. On the basis of all the facts were subsequently proposed changes that the company should take to improve customer relationship management.
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Developing CRM system for medium-sized company
KLIMEŠ, Petr
This Bachelor thesis is focused on developing CRM system for medium-sized company oriented on internet marketing and fully customized web solutions. In this thesis is described path from theory and analysis of initial CRM system condition to draft of changes and implementation of these changes. The result is complex CRM system fully adapted to company's needs. This system is further customizable and could be sold to company's end customers.
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Process of customer relationship management in Daetwyler company
Šedivá, Michaela ; Halík, Jaroslav (advisor) ; Jandová, Renate (referee)
This bachelor thesis is concerned with satisfaction of the customer from the beginning of business relationship until the supply to the customer. At first it describes key moments why the customer chooses company Dätwyler. After that it analyses present process of customer relationship management and also process of dealing with complaints. Following chapter interprets a relationship with the biggest customers. At last strong and weak aspects in customer relationship are analysed and alternatives of improving are suggested.
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Efficient use of CRM within a non-for-profit organization
Foks, Adam ; Kubálková, Markéta (advisor) ; Smolarčík, Jan (referee)
This bachelor thesis deals with the efficient use of CRM within a non-for-profit organization, specifically on AIESEC's example. The goal of this thesis if to evaluate the current state of CRM in AIESEC and suggest possible solution in order to increase efficiency of customer relationship management. These conclusions are afterwards generalized for any NGO. First part is focused on brief description of AIESEC and processes within it. The next part deals with CRM from the theoretical point of view, its development, goal, benefits, innovation and relationships between organizations and their customers. The description of current CRM system of AIESEC and brief notice regarding the leaders on market in this field is also part of this thesis. The main goal of the practical part is to analyze the satisfaction of users with current CRM of AIESEC and to give suggestions for future improvement. These conclusions are summarized in the last part, together with findings from the theoretical part.
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Analysis of an appropriate CRM system selection
Leitmančík, Adam ; Lorenc, Miroslav (advisor) ; Junková, Simona (referee)
Using three different real CRM products (Salesforce.com, MS Dynamics CRM, e-CRM Way)solves a number of sample problems and requirements of three exemplar companies. The right configuration of CRM system may lead to lower costs of obtaining information for managers, obtain information about customer for sales representatives and better overall cooperation with the customer. A problem that may arise and that is solved it this work is selection of the right CRM solution for the company after evaluation of the functionality cost, and potential complications during implementation.
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Building CRM in selected company
Hrůzová, Daniela ; Koliš, Karel (advisor) ; Mejdrech, Vlastimil (referee)
The theoretical part is generally about building Customer Relationship Management, thus creating a CRM strategy, addressing and establishing relationships with customers, subsequent care and strengthening relationships with these customers, customer value and value for customer. The practical part is examining the current state of CRM in selected company, it explores the feedback from customers. In the final part, there the recommendations that would help company to improve current status in relation to its customers have been listed. The objective of the thesis is to determine the current situation and trends regarding CRM, apply this knowledge in a selected company and find out whether the company follows it in fact.
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Management services in selected non-profit organization
BROUKALOVÁ, Marie
The bachelor thesis was focused on the analysis of services provided by ?Poradenského centra při Svazu neslyšících a nedoslýchavých? (The Centre for Deaf and Hearing-Impaired), especially on the process of providing services and its quality. Firstly, there was a study of the specialized literature. Afterwards, there was the practical part, in which the Centre was introduced, the funding was evaluated and a questionnaire research was assessed. Everything was evaluated and then some improvements were suggested.
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Customer relationship management in the selected company
ŠESTÁKOVÁ, Denisa
The main aim of this thesis was to analyze the customer relationship management in the selected company and to provide suggestions for its improvement. For the practical part was chosen PORSCHE ČESKÉ BUDĚJOVICE company, which ranks to the most important dealers in the automotive industry in South Bohemia thanks to the professional attitude of its staff and excellent facilities. The selected company is concentrated on the customer in all respects. Therefore, important aspects of the ?customer care? are also mentioned in this work. Readers should find tips to improve the daily contact of touch points witch customers. In the practical part were performed an evaluation of the current CRM as well as a subsequent analysis of the customer satisfaction for the relevant period. From the evaluation follows that a central customer database is necessary. The newly created database will enable flexible customer contact, the CRM staff's work will be more effective and the management of this company will be able to better analyze the structure of the customer base and to carry out the evaluation of cumulative purchases with resulting bonuses for the key customers. During the survey the selected sample of customers showed their preferences in methods of after sale contact. They are interesed in the online contact more than in the present telephone contact. The management of the company should respect the preferences of their customers. Only then a relevant feedback from their customers can be expected. Sufficiently qualified and properly motivated front-line staff is essential to ensure the optimum service level. Thanks to a bonus for succesfully mastered ?mystery shopping? it is possible to motivate the sellers to an ultimate customer care. The relationship between the company and the customer should be useful for both parties. This is the way how to ensure a long-term and functional cooperation.
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Analysis of the competitiveness of the selected small company
KOUTENSKÁ, Věra
A bachelor´s dissertation is concentrated on the analysis of competitiveness of the company VOLF Office Supplies, Co.Ltd., which operates on the market with school and office supplies, and also on analysis of the customer´s satisfaction. Among the used methods, contributing to achievement of the goals belong Porter´s model, analysis of competition, analysis of companie´s sources, SWOT analysis, questionnaire inquiry and regulated conversation.
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