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Corporate communications and PR on the Internet
Kunert, Pavel ; Střížová, Vlasta (advisor) ; Pavlík, Petr (referee)
This paper deals with three basic problems, which also examines and analyzes. It is based on comparison of three company's efforts to effective public relations. Author derives benefit from his work experience from three different projects in the position of the person responsible for public relations and marketing. The Paper as a result compares options and strategies of making effective public relations in three different large companies. In addition, comparative studies of these three projects, which monitor the strategies of different companies and also the use of the Internet and other technologies for greater efficiency resulting effort, the paper will focus on analyzing the close relationship between marketing and public relations. Contribution of this paper is a new view on internet PR, in the light of term its relationship to an informative system used by organization, especially the part of Customer Relationship Management for managing relations with the public. By comparing the different strategies will also help to detect mistakes in the implementation of public relations as well as selecting appropriate means of internet PR. The third and fourth chapter describes the integration of public relations in the modern internet community and communication, and also in the marketing mix of organizations and companies. In next chapters, theoretical knowledge has passed to practical examples of Digital Sun music festival and music Club Na Rampě. The widest use of information technologies and IT/IS organizations will be seen on the example of accessing PR and marketing into the company Mironet, Ltd.
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CRM Software-as-a-Service in Czech Republic
Maňáková, Helena ; Žebrák, Miroslav (advisor) ; Kacerovský, Jiří (referee)
Customer relationship management includes all the sophisticated methodologies. It is a comprehensive way to manage the relationships which company has with its customers. There is a fierce competiton between companies, small businesses have to compete on equal terms with large organizations. This situation leads to discussion about customer oriented approach and diligence to prevent the loss of customer portfolio. Increase in the knowledge of customers is a key point of success. Information technology boosts customer relationship management. Companies face expensiveness of technologies and they try to find cheaper and more reachable solution. To find and evaluate criteria of success of CRM Software-as-a-Service in Czech Republic is the objective of my thesis. The goal is to define a method on how to find aspects of success, to research and to evaluate the results. Thesis contains insight into levels of CRM, summary of criteria of CRM choice, description of SaaS technology, research, results and final conclusion.
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Barriers for successful implementation and running of Customer Relationship Management (CRM) in logistic companies
Pešta, Martin ; Spálenka, Daniel (advisor) ; Žebrák, Miroslav (referee)
The Master Thesis of "Barriers for successful implementation and running of Customer Relationship Management (CRM) in logistic companies" deals with the current situation of CRM in logistic companies. The main goal of this Thesis is to analyze the sample of several logistic companies by different type which decided to implement any kind of CRM and to find out which barriers and problems constrained from the successful implementation or are blocking the successful running of CRM. The partial goal is to analyze the economic situation and the logistic market in the Czech Republic. The last goal is to provide any recommendations how to follow the right approaches of implementation and which critical areas to focus during the implementation on. These suggestions are based on the result of the evaluated replies with filled questioners. The analytical part bears on the theoretical definition of Customer Relationship Management and of Project Management (based on PMBOK). The main benefit is seen for the companies which haven't decided yet to implement CRM because of unclear barriers and effects. Inspiration can find also the organizations which do any business outside the logistic market.
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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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CRM tools in banks
Petrová, Barbora ; Král, Petr (advisor) ; Pánek, Michal (referee)
Annotation This thesis is concerned with CRM approach - Customer relationship management. CRM covered new marketing methods, that are focused on client's needs rather than on product push strategy. Thanks to sophisticated data analysis clients are addressed with offers, that come up to their current needs. Thesis explains basic terms connected to CRM strategy, different sorts and its components. CRM concept is apllied on the banking area using the example of czech commercial bank.
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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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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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Customer Valuation and Predication of Their Leaving in CeMF
Bém, Martin ; Pour, Jan (advisor) ; Švarcbachová, Jarka (referee)
Cílem práce je navrhnout systém hodnocení zákazníků a predikace jejich odchodu pro aplikaci CeMF společnosti Digital Resources. Navržený systém je základem pro vytvoření nadstavby typu Customer Intelligence pro řízení zákaznického portfolia. Cíle je dosaženo pomocí propojení Balanced Scorecard, Customer Relationship Managementu a principů Business Intelligence. Práce stanovuje 122 zákaznických ukazatelů ve 28 dimenzích a obsahuje i obecný návrh implementace pro Microsoft SQL Server 2005.
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