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.

Diploma thesis deal with analysis of choice aspects of CRM system implementation in the company. There is demonstrated difference of order process workflow between and after implementation of CRM system. Profitability of contract is identified by statutive margin of profit.

Som ett resultat av att fler konsumenter idag befinner sig på social media samtidigt som fler företag strävar efter förbättrade kundrelationer har Socialt CRM (Customer Relationship Management) blivit en vital strategi för kundrelationer för företag. Socialt CRM är ännu ett relativt outforskat område som vid felaktig användning och implementering kan resultera i finansiella misslyckanden. Det är därför viktigt att genomföra forskning inom området så att företag ska veta om och hur de ska formulera sina strategier så att deras investeringar lönar sig. Denna studie syftar därför att öka förståelsen för vad konsumenter tycker om att företagen använder social media som en kanal för kundengagemang och personaliserad marknadsföring. Detta genomfördes genom att tillämpa en kvalitativ intervjustudie där nio konsumenter med aktiva profiler på social media intervjuades i syfte att öka förståelsen för konsumenternas uppfattningar avseende kundengagemang och personaliserad marknadsföring. Resultatet från studien uppvisade ett antal olika forskningsansatser som företag kan ta tillvara på, bland annat identifierades det att konsumenter upplever att emotionellt och rationellt innehåll på social media bör anpassas baserat på beroende vilken produkt eller tjänst som informationen avser. Resultatet visade även att konsumenter generellt uppskattar när företag är aktiva på social media och engagerar sig med kunder. Denna aktivitet gör konsumenter mer lojala och benägna till att köpa av företag med aktiva profiler. Avslutningsvis visade även resultatet att konsumenter överlag upplever personaliserad marknadsföring som något positivt och att personaliseringen har hög träffsäkerhet på social media. Samtidigt visade resultatet däremot att det finns ett antal aspekter inom personaliserad marknadsföring som kan effektiviseras samt att det krävs en balans för att marknadsföringen inte ska bli kränkande mot konsumentens integritet. Resultaten från denna studie ger upphov till vidare forskning inom området, förslagsvis kan balansen mellan personaliserad marknadsföring och användning av kunddata kvalitativt studeras genom intervjuer med företag.

This Master's thesis is focused on an information system analysis and its component part design. The information system is developed using xRM platform or more precisely within the Microsoft Dynamics CRM 2013 system which is not, unline typical CRM, entirely available for sale thus certain adjustments need to be designed to meet the client needs. Given the extensive system comprising of 32 agendas, only one of them is designed in retailed here - the case of publication. Both the analysis and the design includes the MS Dynamics CRM 2013 standard working description.

This master´s thesis focuses on the integration between ERP system and CRM system on Microsoft´s platform as a part of solution that has been developed by Navertica, a.s. for the use in healthcare facilities. As a part of this thesis the technologies to implement this integration will be evaluated and the integration proposal will be introduced on a chosen entity.

The diploma thesis deals with the implementation of a CRM system in a selected company dealing with the sale of medical supplies in the Vysočina region. The theoretical part of the work contains a basic definition of concepts falling into the field of modern technologies of the 21st century. The aim of the theoretical part is to create a means for the reader to search for selected analyzes, which will be used in the next part of the work. These are the Canvas business model, SWOT analysis, risk analysis and other use of tools. The analytical part creates an overview of the use of methods and analyzes in a particular company and shows the direct application in practice. The final part of the work is devoted to the process of implementing a CRM system into business practice with subsequent use in specific internal processes within business activities. This design part describes the internal processes before implementation and then outlines the methodological work after the already implied system into the process.

Subject matter of this diploma thesis is selection of a suitable information system which purpose will be to improve processes and competitiveness of a company VAMCORP GROUP, spol. s.r.o. The thesis will analyze business requirements which need to be met by specific information system and compare possibilities for its acquisition. Each information system will be described. Based on attributes set by observed company the most suitable one will be selected. An implementation procedure will be proposed for the selected information system, including a risk analysis related to its implementation and the operation itself. The number of risks will be reduced by propounding befitting measures. Appropriate measures to minimize them will be proposed for individual risks. Subsequently, costs associated with the implementation and operation of selected information system will be quantified. In conclusion will be summarized the content of the thesis accompanied by enumeration of benefits which will be brought by selected information system to observed company.

The thesis deals with a decision making support in CRM systems. The goal of this thesis was to design a module for decision making support in the CRM system using Pentaho analysis tools. The theoretical part contains a description of the data warehousing and data mining with a focus on analytic operations and decision making support. It also contains brief description of CRM systems and possible application of decision making support in these systems. The practical part deals with the description of architecture of CRM system CRMminer and describes the decision making support module in this system.

Denna rapport handlar om hur företaget Parera AB ska kunna integrera tre olika system till en supportportal för deras tjänst Fjärrdrift. Tjänsten Fjärrdrift går ut på att kunder erbjuds fjärrsupport och driftövervakning av deras IT-miljöer. Uppgiften gick ut på att Parera ville kunna delge information till sina kunder rörande tjänstens innehåll och status på kundernas IT-miljöer, samt göra det möjligt för kunderna att sköta sina supportärenden på en och samma plats. För att genomföra detta behövdes en undersökning av de tre systemens funktioner och API:er göras samt ett förslag på lämplig plattform för implementationen tas fram. Ett delmål i arbetet var att undersöka huruvida Parera kunde erhålla något mervärde av att migrera sitt kundhanteringssystem till molnet istället för att stå för driften själva. Arbetet gick ut på att testa de olika systemen i daglig användning och utvärdera vilken information som skulle behövas för att kunna integrera systemen, samt hur respektive systems API:er kunde nås. Det var även viktigt att ta reda på kundernas intresse för en supportportal och vilka funktioner som efterfrågades i en sådan. En handlingsplan som beskriver hur Parera ska komma igång med utvecklingen av supportportalen har skapats och rekommendationer har givits för huruvida en migrering av Pareras kundhanteringssystem bör genomföras eller inte. För att få reda på vad kunderna eftersöker har de fått svara på en enkät och resultaten har sammanställts och presenteras i denna rapport. / This report aims to describe how the company Parera AB should be able to integrate three different computer systems into a support site belonging to their remote support service called Fjärrdrift. The service Fjärrdrift is based on remote support and operational monitoring of computing environments. The task in this thesis was based on the desire from Parera to be able to share information about the service itself and to provide status information on monitored devices as well as giving the customers the ability to manage their support cases in one place. To implement this, an investigation regarding the three systems APIs and general functionality had to be done and in connection with this a proposal on a suitable platform for the implementation had to be submitted. A milestone in the investigation was to consider if Parera could obtain any value by migrating their customer relationship management system to the cloud instead of running it on-premises. The work was to test and evaluate the systems in daily use and to figure out what information was needed from the systems to integrate them with the support site by using their APIs. Another important thing was to find out about the customers interest in a support site and what functions they requested. Recommendations that describe how Parera can get started with the development of the support site and recommendations regarding if their customer relationship management system should be migrated to the cloud or not are given in this report. To find out about the customers’ requests they were asked to do a survey. Responses to the survey have been collected and are presented in this report.

The rise of social media has challenged the traditional notionof CRM and introduced a new paradigm, known as socialCRM. While there are many benefits and opportunitiesassociated with the integration of social data in CRMsystems, a majority of companies are failing their social CRMimplementation. Since social CRM is still considered to be ayoung phenomenon, knowledge regarding itsimplementation and functionalities is limited. The purpose ofthis study is to contribute to the current state of knowledgeregarding the factors which influence the practicalimplementation of social CRM. In order to capturestate-of-the-art knowledge on this topic, a literature reviewwas conducted. In addition, interviews with CRM expertsworking within five Swedish companies were included inorder to gain additional insights from practice. Findingsindicate that the key features needed for social CRMimplementation revolve around the real-time monitoring,collection, processing, storing and analyzing of social data.Advanced technical tools, such as Big Data Technology, aredeemed required in order to handle large volumes of dataand properly transform it into valuable knowledge. The mostsignificant challenges identified heavily revolve aroundlimited knowledge as well as various technical andorganizational limitations. Additionally, findings indicatethat a multitude of uncertainties of practitioners revolvearound data legislations and privacy concerns. Hence, whilesocial CRM can entail a multitude of benefits, there are asignificant number of challenges which seem to stand in theway of unlocking the full potential of social CRM. In orderfor social CRM implementation to be made more accessiblefor organizations in the future, there is a need for moreknowledge and clarity regarding factors such as technicalsolutions, organizational changes and legislations.