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The Building of Customer's Loyalty Towards the Brand Linde
Hájková, Lucie ; Postler, Milan (advisor)
This thesis deals with the building of customers' loyalty towards the brand Linde. The first chapter of this thesis describes types of commercial communications, ATL and BTL marketing activities and specifics between B2B and B2C. The second chapter deals with the brand in terms of the building of a long-term relatinoship with customers. The third chapter deals with customers and their satisfaction. The fourth chapter explains the meaning of the term "loyalty" and describes CRM. The fifth chapter focuses on loyalty programs in general. The sixth chapter introduces the company Linde Gas, a.s. and its loyalty programme, which is described in more depth within the seventh chapter. The last chapter is about an evaluation of the loyalty programme and communications of the brand Linde. In conclusion I suggests changes for the future.
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The analysis of the customer of a selected company and his typology
Kováčiková, Petra ; Cimler, Petr (advisor) ; Turnerová, Lenka (referee)
The purpose of this text is to create a concrete typology of consumers - ostomy patients of the mentioned company Stomacare, a.s. The theoretic part is focused on the customer relationship management. The practice part is divided into two parts. The first one is concerned with quantitative data processing. The second one results from the personal experience in communication with customers - end users of the appliances, mostly carrying the qualitative information and focused on the typology of the customer from the point of view of his lifestyle, life attitudes and behaviour in concrete situations. The result of this text should be the compact typology of customer of the company Stomacare, a.s. in term of exact data as well as psychology of customer.
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Optimalisation options of customer processes
Harušťáková, Pavlína ; Hykš, Ondřej (advisor) ; Caban, Ivan (referee)
The graduation theses deals with producing the draft for optimalisation options in Slovak Railway Company. The theses in theoretical part defines chosen basic requirements of Quality Management,defines the notions as customer satisfaction, measurement of quality, process management and improvement. It outlines the options for optimalisation bases of customer processes, that are determination, precise analysis and formulation of measurable criteria and finally proposes the optimalisation.The theses is connected with the results of questioning in bachelor theses.
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Customer value as an indicator of competitive success
Jenka, Jiří ; Theodor, Michal (advisor) ; Heřman, Jan (referee)
The aim of this work is to quantify the value for the customer in marketing, innovation and universal concepts for specific products. Investigational products are portable computers or laptops. Data for the work I get through questionnaires. Group of respondents are students of the 5th years, the representation of sex is the equivalent. Quantified value for the customer will be confronted with the commercial success of specific products. The aim of this work is to refute or confirm the hypothesis that the value for the customer can be considered as an indicator of commercial success.
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Analysis of Claims in Renault Česká republika, Inc. and Proposals for Improvement
Oravcová, Lenka ; Plášková, Alena (advisor) ; Radoň, Tomáš (referee)
The aim of this diploma work is to analyse and evaluate claims in Renault Česká republika, Inc. by using the recommendations of quality management and by means of Pareto analysis as a quality control tool, and also to propose measures for reduction of causes of their emergence. In this work I review claims in Renault Česká republika, Inc. submitted in the years 2006, 2007 and first half of 2008. As a result and consequence of the analysis I propose solutions, which could help in making an effort to increase the satisfaction of both regular and prospective customers.
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The creation of a loyal customer
Malachová, Jana ; Filipová, Alena (advisor) ; Zeman, Jiří (referee)
The paper deals a meaning of a loyal customer concerning a firm. It is focused on the factors, which affect a loyalty of customer and on the difference between winning and keeping a loyal customer. The practical part contains the analysis relating domestic bus service STUDENT AGENCY, s. r. o.
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Customer satisfaction
Fenclová, Jana ; Hebák, Petr (advisor) ; Průšová, Petra (referee)
The aim of this thesis is to demonstrate usage of statistic methods to better identify customer loyalty and satisfaction. The main purpose is to understand customer behavior and to find key factors which can influence customer satisfaction with the company related. The thesis is divided into 3 chapters. The first two chapters represent the theoretical part. The first chapter is focused on marketing research. There the reader can find the main research approaches, the selection of the sample of customers, the structure of question blanks, the way of collecting data and several methods used in praxis. The following chapter consists of necessary statistic methods -- correlation analysis, regression analysis, factor analysis and structural equation models. Practical part is represented by the key last chapter. In the begging the description of survey sampling and basic information about selected set can be found. The data collected are further analyzed using not very common method Walker which offers one very interesting and efficient way how to evaluate information about customers. Introduction and presentation of the method Walker is not only the core but also the main aim of the work.
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