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Market analysis of the CRM systems
Peterský, Roman ; Pour, Jan (advisor) ; Maryška, Miloš (referee)
Abstract This elaboration deals with systems supporting customer relationship management - CRM. The main aim is to analyze the market of CRM systems and to describe developmental trends in this market. Part of the elaboration is to explain basic concepts in this area and a summary of the most important characteristics of CRM systems - deals with the typology, architecture and the individual layers. Efforts were made to describe and explain the issues of customer relationship management not only for IT professionals and to bring not only technical but also a managerial perspective on this issue. Enterprises are investing in CRM systems, even during the ongoing global economic crisis. Surely it must have a rational reason. Part of this work is therefore also describing and explaining some significant advantages, useful features and the positive effects that can CRM systems bring to enterprises. Companies are facing a number of important decisions connected with implementation of CRM systems. The present elaboration is therefore based on what parameters should enterprises consider to choose appropriate solutions. There is also a description of some selected CRM systems. Each of these systems should represent a certain category so that the selection will cover all the major directions of possible trends of customer relationship management. The elaboration is divided into several parts. The opening part aims to explain the concept of CRM and gives a summary of the main benefits of adopting a CRM system. This part also contains an overview of basic functionality and describes the architecture, components and layers of CRM systems. The summary of factors and parameters that companies should consider while choosing appropriate CRM system is following. The final part deals with a market development trends of CRM systems and selected descriptions of specific CRM products. There is also a glossary, which summarizes and explains most of the technical terms used in this elaboration.
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Support project manager in the area of psychodiagnostic
Herch, Jan ; Chocholatý, Drahomír (advisor) ; Martanová, Kateřina (referee)
This work inscribe to psychodiagnostic in the area project management. Its aim be fitted project manager knowledges and methods, which they may improve the quality of his work. Describes, which sense has understand human personality at work on project. Start of work bring out terms like project, project manager plus Psycho - diagnostics. Then is work focus on subject field personalities and acquaint with theories typology from known authors plus describes tests personalities, which there're: method MBTI, Hogan personality test , Belbin team roles. Next part is devoted to cognitive psychology, performance tests and illustration conception of intelligence. Are there circumscribed tests attention, creativity and intelligence. Follows presentation company providing software services and productions for profiling personalities. Project manager are advised preferable tools for his work.
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The analysis of the customer of a selected company and his typology
Kováčiková, Petra ; Cimler, Petr (advisor) ; Turnerová, Lenka (referee)
The purpose of this text is to create a concrete typology of consumers - ostomy patients of the mentioned company Stomacare, a.s. The theoretic part is focused on the customer relationship management. The practice part is divided into two parts. The first one is concerned with quantitative data processing. The second one results from the personal experience in communication with customers - end users of the appliances, mostly carrying the qualitative information and focused on the typology of the customer from the point of view of his lifestyle, life attitudes and behaviour in concrete situations. The result of this text should be the compact typology of customer of the company Stomacare, a.s. in term of exact data as well as psychology of customer.
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