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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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Social CRM as a Component of ERP
Králová, Veronika ; Basl, Josef (advisor) ; Pour, Jan (referee)
The submitted diploma thesis talks about evolutionary stage of classical CRM solution called Social CRM (also known as CRM 2.0 or SCRM). The goal of this work is to map a current offer at the market with SCRM and to compare it with the demand of Czech companies. The theoretical part explains all the basic terms associated with the topic, a short history and current evolution on the market. The work also identifies summary of various groups of Social CRM tools, which are currently widely used and tries to outline their functions. The main part of the study is the practical section which contains two kinds of surveys. First is devoted to Social CRM in terms of current and potential users of social networks for small and medium-sized enterprises in Czech Republic. The goal of the second survey is to discover the current situation and future evolution of Social CRM among suppliers of ERP solu-tions. Results from these two surveys are presented and widely discussed.
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The effect of the introduction of Social CRM on the effectiveness of customer relationship
Nesvedová, Lada ; Gála, Libor (advisor) ; Lalinský, Jan (referee)
The thesis examines the impact of an introduction of a Social CRM (SCRM) in a company on the satisfaction of its customers. The aim of the thesis is to determine the effect of SCRM activities -- minicampaign on social networks like Facebook, Twitter, LinkedIn and company blog -- on the level of customer satisfaction in the eWay System s. r. o. company. The thesis is structured into three blocks. The first defines the aim of the thesis and related key concepts and analyzes -- on a theoretical level -- the factors, methods, models and indicators related to the issue of customer satisfaction. The second part of the thesis introduces a methodology which is applied to determine the effect of the introduction of SCRM activities on customer satisfaction. Presentation of the findings forms the third block of the thesis. A contribution of this thesis is proof that the implementation of SCRM activities has a positive effect on the level of customer satisfaction.
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Social networks usage in enterprise resource planning
Kulíšková, Romana ; Basl, Josef (advisor) ; Fortinová, Jana (referee)
This diploma thesis focuses on the current social networks and their possible use in enterprise resource planning. The thesis is divided into several chapters where the first chapters explains the concept of social networks, their origin, history and development. Described are the principles of their operation and the advantages and disadvantages of using. The next chapter deals with the problem of enterprise resource planning, particularly their development and current trends, where you can certainly include the social CRM, which is currently very pronounced and which is in the area of business information systems a trend. After this theoretical part is followed by the practical part, which sets out the main objectives of the work, the assumption and the methodology is described. In this section, I deal with the analysis of the survey and confrontation hypotheses. The final outcome of the evaluation is defined hypotheses and a summary of the problem. The main benefit of this work is to describe current trends in social networks and their impact on business practice, analysis of the use of social networks in the workplace and a summary of this issue.
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Current and future trends in cloud CRM
Nemček, Sebastian ; Donát, Jiří (advisor) ; Žamberský, Martin (referee)
The diploma thesis is committed to mapping CRM applications available in cloud and trends within. The goal is to describe what CRM is, how it evolved into Cloud CRM, analyze main differences between the two approaches and analyze trends that can be observed in CRM market and CRM applications. This is coupled with description of the most common CRM solutions and products available both on-premises as well as on-demand. In the first part, the thesis introduces theory behind Customer Relationship Management and its different understanding by various authors. It also describes the most common functionality of CRM. The second part explores the world of CRM application, characterizing infrastructure behind, deployment models, access options, licensing models and technology. In the next part the three on-premise solutions -- Oracle Siebel, Microsoft Dynamics CRM and SAP 360 Customer are described in terms of their look and feel, functionality, social and mobile CRM capabilities and pricing. The next part finally deals with CRM in the form of Cloud, introduces the term cloud computing, clarifies when cloud is the right choice and generally compares costs of running CRM on-demand and on-premise. This is followed by trends description on CRM market and functionality. The last chapter describes two cloud CRM solutions for each of the enterprise, medium and small company target segments.
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The use of social CRM in companies
Vitásek, Tomáš ; Basl, Josef (advisor) ; Balada, Jakub (referee)
Submitted diploma thesis puts a target to analyze current state of using customer relationship management systems in small or mid-size companies located in Czech Republic. Second main goal of this work is (based on the historical development business information systems) characterize and describe changes of approach from classic CRM systems to Social CRM and usage of this social networks as new channel and space for business. There will be questionnaire base on the theoretical part of the thesis, which will be distributed to the Czech companies in the informatics industry. Results of this questionnaire will then show the current status of CRM and the connection to the social networks together with the possible ways of progress to the future. As well there will be described basic options for business pages on social networking site Facebook, and how easy it is to create such a profile.
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Social CRM and new approaches to marketing on the internet
Harášek, Luboš ; Basl, Josef (advisor) ; Kroupa, Lukáš (referee)
The goal of this thesis is to analyse ways companies, entrepreneurs or individuals can present themselves in terms of marketing on the internet especially with regards to the spread of social networks and growing significance of internet as a means of communication. Along with the possibilities of new marketing instruments, I focus on their influence on consumers and internet users. Goals of the thesis will be achieved by means of studying internet sources, specialized magazines and books, and by research among internet users. The research will be done by means of an internet questionnaire. The thesis is divided into five parts. The first two parts describe the environment of contemporary internet such as social networks, technologies, social CRM, and a definition of Web 2.0. Third part addresses technological possibilities of linking social networks to external applications. The fourth, practical part of the thesis is focused on the research among internet users and their opinion and behaviour on the internet with regards to marketing and the fifth part brings a thought on future development and use of marketing on the internet. I can see a contribution of this thesis in bringing new knowledge to potential advertisers on the internet so that they can -- based on my findings - decide and get inspiration in some of the contemporary or future advertising solutions and also for current advertising space providers and advertisers who get information on how different ways of promotion influence the consumers.
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Trends in corporate CRM
Kaňka, Josef ; Basl, Josef (advisor) ; Raška, Ondřej (referee)
In a bachelor thesis I deal with systems and tools to support of Customer Relationship Management. I describe the various means of CRM and their use for obtaining, maintaining and communicating with customers. The work shows the modern methods, upcoming trends and their evaluation. Aim of this work is to offer insight on CRM tools available on Czech market for use inside and outside of the company. After reading the reader should know what direction is CRM heading and what tools could ask for implementing in company.
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Trends in corporate IS (Social networks, Social CRM)
Bartušek, Pavel ; Basl, Josef (advisor) ; Žamberský, Martin (referee)
This diploma thesis deals with a new trend in the corporate sector -- social networks. These in fact have become a phenomenon due to its growing popularity in recent years. The aim of this thesis is to introduce the social networks in a broader context -- especially the analysis of milestones of social networks. Further comparison of selected social networks from the perspective of business alias what options the company offers a social network for your presentation with access to user data (Social CRM). The third part of the aim of this work is to analyze the critical factors in the integration of social networks into the enterprise information system. The work can be divided into the descriptive (Chapters 2-4) and the practical (Chapters 5-6) part. The first part presents the social networks, the concept of Social CRM and basic characteristics of systems integration. The practical part is focused on all those aims. Author of the work receives information primarily from the electronic information resources that are available at University of Economic in Prague and also from various sources that are on the principle of Web 2.0 (Czech and foreign). Finally, the author also receives information from social networks (social networks options). The work serves as a summary and mapping of existing communication channels on the Internet (e-mail, IRC, selected social networks) and summarizes the critical factors in the integration of social networks into the enterprise information system according to the individual project phases.
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Analysis of Social CRM potencial
Vitaiová, Ornela ; Basl, Josef (advisor) ; Fortinová, Jana (referee)
The submitted bachelor's thesis studies emerging phenomena from the field of enterprise informatics - information systems called as Social CRM or CRM 2.0. Social CRM is not understood and treated here only as software tools but rather the opposite. The text aims to clarify fundamentals and purpose of this new attitude, confront it with the traditional CRM and introduce it in a broader context which understanding is vital for successful implementation of Social CRM into practice. Therefore, by this thesis authoress also maps social, managerial, business and technologic changes which were at the background of SCRM emergence, and she offers her own unbiased understanding of it. This thesis brings a theoretical introduction in subject of the Social CRM products supply and evaluates its contemporary condition. Conducted survey research broadens the view of the Social CRM market condition with the understanding of these technologies and managerial approaches by the market demand side. Authoress doesn't aims to create the most extent or complete material concerning this topic, but rather tries to summarize basic information into a lucid form that can serve as a good starting point when trying to understand and study Social CRM subject.
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