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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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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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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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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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