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Beyond Academic Support: using a CRM System to Enhance the Value of Academic Services and Improve Internal Training
Chodounská, Alena ; Ryzhkov, Alexey
This case study from National Library of Technology in Prague describes the use of customer relation management (CRM) software by the User Support Team in order to keep a record of provided academic support services provided and—most importantly—to ensure continuous improvement and appropriate analysis of these services. The CRM system helps to identify gaps in student support services, and inspires the development of new services. It is also used to enhance peer-to-peer personal knowledge exchange within the team. Last but not least, the essence and value of our support has been “materialized” in the form of the CRM system and can be easily communicated with our stakeholders.
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Information System Assessment and Proposal of ICT Modification
Vařachová, Jana ; Buřival, Zdeněk (referee) ; Koch, Miloš (advisor)
Diploma thesis focuses on the analysis of information system for customer relationship management in the company AURA, s.r.o., which deals with the development and delivery of information systems focused on military material logistics. The content of the thesis is the theoretical basis for the analysis and understanding of the concepts mentioned in the work. The outputs of the analyses are information that are used to create a solution proposal to improve the current situation.
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CRM Software Market in Czech Republic
BAJER, David
This thesis is focused on CRM software suitable for small-sized enterprises. The main goal of this work is to identify CRM software available in the Czech Republic and finally, provide a recommendation of an appropriate solution for small-sized enterprises. As sources for the identification of CRM software available in the Czech Republic the internet software databases SystemOnLine.cz and Vyber-CRM.cz were used. The problem is, that they contain software suitable for small-sized but also for medium and large-sized enterprises, therefore, there were selected those that match the target group according to certain criteria such as price, cloud solution, possibility of expansion and mobility. The selected CRM software was analysed, rated and compared afterwards. The software was compared according to 3 criteria. The first one is annual price for 10 users, the second is value added that contains for example manuals, trial version or phone and e-mail support. The last criterion is user experience. For user experience comparison a method called System Usability Scale was used. On the basis of the results of the previous comparison CRM software with the best ratings was chosen and then suggested for the small-sized enterprises.
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CRM as a system of business and marketing activities optimisation
VANĚČEK, Jan
The diploma thesis maps the theoretical starting points of the issue of customer relationship management. The practical part analyzes the current state of customer relationship management, marketing and business activities of the selected company. The analysis also focuses on the market for CRM systems, which then selects the most appropriate system for the company. It proposes its implementation, including a quantifying of benefits and costs.
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Creation of the data model of the selected business information system agenda
BOHÁČ, Jiří
The bachelor thesis deals with the analysis and design of an information system for warehouse. The reader is apprised with the severance of information systems to individual components such as CRM, ERP, SCM and MIS. In my work, I focused mainly on a detailed analysis of warehouse information system and creating of the conceptual and logical mode. At the end, I created a simple application for warehouse that allows to save data about customers, suppliers, receipts, and deliveries.
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CRM of the selected bank subject
Pirochová, Diana ; Koliš, Karel (advisor) ; Petr, Rostislav (referee)
The bachelor thesis deals with customer relationship management of selected bank subject. Theoretical part discusses explanation of the term CRM and several reasons why this system should be used. What benefits can bring implementation of this system and what barriers can be in connection with it. Then is also focused on customer value and value for the customer. This thesis also pays attention to customer satisfaction and customer care. In the practical part are those knowledges applied on one of the bank institution in Czech Republic. Final part includes suggestions for improvement.
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Factors of competitiveness of flash sales
Hartigová, Dominika ; Habrmanová, Blanka (advisor) ; Müllerová, Jana (referee)
The goal of this bachelor thesis is to analyze the actual condition of a discounting portal Pepa.cz in the fields of marketing, customer relationship management, human resources and also some layout and measures to ensure the prosperity of the bussiness. In the theoretical part of this work the basic definitions are explored through description of the control areas. The practical part is devoted to the analysis of individual areas of management, where the results of the analysis are presented as proposals and measures, which lead to increase the competitiveness.
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Current trends in customer relationship management
Kotara, Jan ; Jesenský, Daniel (advisor) ; Koudelková, Petra (referee)
The bachelor thesis "Current trends in customer relationship management" deals with - as its title suggests - the issue of CRM and selection of modern factors, which influence its current state. The theoretical part of the thesis presents the definition of customer relationship management and its position in the marketing theory, as well as a brief look into its history. It also contains a section about the specifics of CRM in retail sector, as it is further discussed in the practial part. The explanation of the importance of data and its analysis for CRM is followed by the most important section of the theoretical part about current trends in CRM - especially modern loyalty programs, omnichannel stratégy and social CRM. In the practical part of the thesis these findings are compared with the state of implementation of these trends in the retail chain Tesco. The aim of the thesis is to find the imperfections of the implementation of trends at Tesco and suggest ideas of improvement in order to enhance its customer relationship management.
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Trends in Enterprise Information Systems with Emphasis on CRM Systems
Barták, Miloš ; Lipková, Helena (advisor) ; Dvořák, Jan (referee)
The intention of this master thesis is the presentation of the selected trends in CRM information systems. The opening part is aimed at management of customer relationships, which are analysed in terms of marketing and ICT technologies. This part also introduces the readers to the architecture of CRM information systems and to possible ways of implementing of these solutions. Moreover, it presents some vendors of CRM solutions that are leaders on the market. The following part is solely focused on the trends in CRM information systems. These trends are primarily related to cloud computing, social CRM and the internet of things. The next part of this thesis applies the findings from the previous chapters in a practical way. It deals with a creation of the request for a new CRM solution in an actual company from SME segment. The introduction of this chapter presents the chosen enterprise and analyses the current state of CRM and ICT in this company. The next part defines expected goals and the main requirements for a new CRM solution in the company. The conclusion of this part is focused on the choice of suitable vendors who will be asked for proposal and the evaluation criteria of the bid. The outputs of this master thesis will serve as a basis for the preparation of an actual request for proposal of a new...
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