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Application of customer relationship assessment methods in the company Plzeňské městské dopravní podniky, a.s.
Buchalová, Petra ; Hykš, Ondřej (advisor) ; Chvojková, Helena (referee)
The fundamental point of the thesis is customers and their satisfaction. The theoretical part characterizes the Customer relationship management approach (CRM) and describes the assessment methods. The main objective of the thesis is to create a documented procedure for customer satisfaction assessment and an application of the chosen assessment method. The practical part deals with a fulfilment of the main objective for which the company Plzeňské městské dopravní podniky, a.s. is selected. The created questionnaire is applied to a small sample. The thesis is concluded with an evaluation of the survey results and with the applicability evaluation of both the questionnaire and the documented procedure.
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Information systems in Banco Popolare Česká republika
Petrášová, Alexandra ; Žebrák, Miroslav (advisor) ; Halousek, Tomáš (referee)
The aim of this thesis is to show the past and present situation of the bank Banco Popolare Česká republika and group Banco Popolare in the world. I will focus on usage of information systems in banks generally and I will analyze and evaluate the implementation of banking information system BankUp. I will identify the main problem points and propose some actions to be helpful in the future. I will try to find a new potential of connection of BankUp with Internet Banking and system Customer Relationship Management.
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Customer relationship management in outsourcing of IT
Horáček, Jan ; Bruckner, Tomáš (advisor) ; Vaněček, Michal (referee)
Outsourcing of IT is likely to be a perspective model of IT service delivery. However, only a small number of companies have adopted it and according to surveys, their satisfaction is relatively low. On the contrary, customer relation management (CRM) is a marketing approach that still keeps its popularity. Is not therefore CRM a solution also for outsourcing of IT? How should it be applied in the field? This master's thesis is intended for providers of outsourcing of IT and it aims to find answers to the questions above. The first step towards the goal is to identify main characteristic features of outsourcing of IT, which consequently provide a guideline for a systematic approach to the solution. The thesis does not presume reader's familiarity with CRM, hence the second chapter offers a brief yet holistic view of the issue. A synthesis of the information from the first two parts leads to a conclusion that it is not possible to decide about suitability of CRM in outsourcing of IT on a general basis, but always in the particular situation. Therefore the work suggests a set of criteria for the choice. The consecutive chapters deal with the application of CRM. Firstly, an entire system of tools for evaluation of customers is proposed. It enables providers to determine the suitable level of individual approach to each customer with consideration of both business and technical factors. Consequently, a provider can start building a relationship with his customer taking advantage of number of recommendations and tools given by this paper. It includes measures not only for convincing customers but also for increasing their retention. The thesis discusses broad variety of aspects of marketing in outsourcing of IT. Its scope ranges from customer uncertainty mitigation and purchasing process of a corporate customer, over tips on how to manage customer satisfaction, to appropriate adjustments of a service level agreement (SLA). The paper also briefly analyses the specifics of CRM in outsourcing of IT in the public sector.
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Support of decision making process in entreprenurship
Procházková, Katarína ; Žebrák, Miroslav (advisor) ; Nábělková, Petra (referee)
This bachelor thesis is about the decision making process in entrepreneurship. Step by step it defines the word as managerial decision making, and knowledge management. These two disciplines is in Business Intelligence, which gives the data into undestandable form. One of the system that uses Business Intelligence is also customer realtionship management. It is a system, which helps to organise the realtionships with customers, collects data and gives very valuable source of information, according to which the company can make the decision about its next steps in business. The second part is about usage of CRM in AIESEC organisation, which uses CRM on everydaybase. The aim of the thesis is to suppose the solution for this CRM so it can be used in the wider role, to support the decision making in AIESEC, and make it more efficient, quick and smooth. There are two suggested options in the thesis. From these chose one, which is according to the criteria more suitable for AIESEC.
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CRM Components and their Suppliers
Filip, Petr ; Netolický, Michal (advisor) ; Pour, Jan (referee)
Cílem této práce je vymezení pojmu CRM a prozkoumání trhu s CRM systémy. Tyto systémy jsou v dnešní době nedílnou součástí nejedné firmy, snažící se zjistit potřeby jednotlivých zákazníků, následně pak zlepšit poskytované služby, a tím získat větší podíl na trhu. V první části této práce nalezneme definici CRM systémů a a jejich součástí. V druhé části práce jsou uveřejněny konkrétní produkty CRM a je provedena srovnávací studie jejich funkcionlaty.
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Analysis of contact center at Citibank focused on understanding, analysis and asses activities of CitiPhone
Čapková, Veronika ; Žebrák, Miroslav (advisor) ; Kratochvílová, Hedvika (referee)
There are analyzed key departments of bank in my thesis, which come in contact with clients and which partake of formation of their relation to the Citibank. This thesis targets the contact center CitiPhone, which serves personal entities of the bank. The theoretical cognizances from the first part of my thesis are applied to the conditions of this contact center in the practical part of it. The topic of my thesis is, on the example of contact center CitiPhone, to show activities, which contact center perform, to point out its critical parts and assess its current position. The assessment of activities of contact center CitiPhone is substantiated by graphs and results from period under consideration, which is first half of the year 2008.
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The market of CRM systems and future development
Dudek, Martin ; Matuštík, Ondřej (advisor) ; Klaschková, Jana (referee)
The main aim of this diploma thesis is to create an overview of analytic CRM systems which are offered in the Czech Republic with the emphasis on systems which can be used for marketing processes of the firms. The overview contains the reflection of new trends in CRM systems and marketing and the development to the future. In the last decade there is a huge development of CRM systems, which are generally known as sales force automation and less as an instrument for marketing management of the companies. Last but not least CRM is mistaken with information systems, even if the CRM concept is known for a lot of years and was developed from marketing, which is very often forgotten. The topic of this diploma thesis is originally view on CRM from marketing perspective and creation of compact view of analytic CRM systems, which are offered in the Czech Republic. Emphasis is put on using of these systems for marketing management and the target is disproving the myths, which are spoken about CRM as well CRM systems. Orientation of this document is mainly on analytic CRM systems, which has the most development in the last decades and can be used very well for marketing functions in companies. There is also a large development of marketing and CRM systems. The target is also making a summary of these trends and makes a hypothesis if CRM systems are developed according the future of marketing, if the CRM systems manage the reaction on this things.
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The issues of sales of AIESEC products on Czech and international markets
Kutáková, Petra ; Zamykalová, Miroslava (advisor) ; Kováříková, Lenka (referee)
Focusing on the current reality in Czech Republic and Hong Kong, the paper deals with the process of business negotiation and other topics concerning products offered by international student organization AIESEC, offering a comparison of the given markets. AIESEC is presented in the introduction to the thesis, giving a general overview as well as a deeper insight into the Czech and Hong Kong reality in the area of services provided by AIESEC to their corporate partners. A characteristic of Hong Kong follows, describing the geographic, political, economic and cultural specifics of the territory. The focal point of the paper is the analysis of the selling process of AIESEC products, showing the specific characteristics of business negotiation in Hong Kong. The main aspects of the analysis are preparation for a business appointment, usage of presentation materials, participants and place of the appointment, the respective phases of the selling process as well as strategic and tactical issues. In the concluding part of the paper a comparison of the two given countries is drawn, in terms of the sales procedures while offering the specific AIESEC products. A quantitative overview is included, as well as an estimation of the market potential for selling international internships in the respective countries. Furthermore, customer relationship management and cultural specifics are discussed. A SWOT analysis follows, presenting the abovementioned learnings in a structured way.
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Implementation of a new software supporting customer relationship management
Chuchvalcová, Eliška ; Švecová, Lenka (advisor) ; Horníková, Monika (referee)
The main goal of this work is to provide managers with complex methodology for the implementation of software supporting customer relationship management. Because the activity is done only occasionally, the methodology is based on theoretical findings of project management which the first part focuses on. The specifics of the multinational company where the software implementation was provided were taken into consideration. The implementation itself is described in chapters corresponding with the theoretical base and prepared project plan as the main implementation document. Described are practical experiences which I gained as the manager responsible for leading the project. During project realisation a number of theoretical findings were confirmed, as well as managers' practical experiences, both positive and negative. Regarding the importance and character of the problems it is expected that similar activity will be repeated in the future. The project provides information on how to prepare for implementation.
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