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National Repository of Grey Literature 2 records found  Search took 0.01 seconds. 
New trends in sales in FMCG (usage of operational CRM)
 Vondrová, Kateřina ; Cimler, Petr (advisor) ; Hommerová, Dita (referee)
The diploma thesis deals with three aspects of operational part of CRM -- sales force automation, telephone sales (contact centers) and e-business. The thesis studies the influence of these three aspects on the firm's productivity. The diploma thesis links to the company Plzensky Prazdroj a.s., which provided the data. Practical contribution of the thesis is an evaluation of current business model of Plzensky Prazdroj and a proposal of a new e-business strategy for this company.
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Implementation of CRM in a telecommunications service provider
 Švejdová, Jana ; Novotný, Ota (advisor) ; Pour, Jan (referee)
The diploma thesis focuses on implementation of a software solution for customer relationship management with respect to a telecommunications service provider. The whole analysis of a project implementation describes introduction of a segment called Sales Force Automation (SFA). The objective of the work is to describe all important steps during the execution of the SFA project implementation, to compare the steps to theoretical recommendations, to assess applicability of procedures with regard to users' experience and reactions during the execution and after the completion of the project and to subsequently determine recommendations for similar projects. The work is structured into a theoretical and practical part. The objective of the theoretical part is to explain the concept of CRM -- Customer Relationship Management, to introduce the recommended project plan of the CRM implementation and to present a selected product, which is Siebel CRM from Oracle. The practical part describes an already finished project implemented by a telecommunications service provider, compares the appropriate procedure to a theoretical recommendation and registers differences. Based on implications and user's reactions there were suitable and unsuitable steps determined and also procedures recommended for an easier transition to a new CRM system with regard to similar projects.
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