This work is related to design of eWay-CRM pre-sales methodology. It is based on world and domestic available approaches and existing models in eWay System, s.r.o.

This diploma thesis aims to generally describe IT governance in contact centers. In Czech language, there is no general model or methodology (except internal corporate rules). In first half, the thesis will concentrate on theoretical models. To be explained clearly, there is need to describe basic technology and architectures first, which is being used in contact centers. In next part, concrete models will be characterized, and there will be argumentation among them. In next part, the concrete components of IT area in contact centers will me described. Part will deal mostly with HW and SW equipment, user roles on Windows platform and questions of labor environment and security. In conclusion, there will be a basic overview of contact centre application types. In the last part, the collected findings, combined with author's personal experience will be implemented to created set of models, which will keep the multidimensional access attitude. The real result of the thesis will be creation of set of models for implementation and governance of IT in contact centers in Czech.

The aim of this thesis is to create a detailed overview of customer segmentation in banking sector and apply theoretical knowledge on a concrete practical case. Another goal is a detailed comparison of employee's attitude to clients from different segments. One of the outputs of the thesis is also confrontation of a detailed analysis of the facts with a point of view of the client.

This thesis is concerned with the analysis of Cloud Computing as a solution for corporate information system and also its component for customer relationship management as a separate application in small and medium-sized companies. This thesis is also engaged in the research of small and medium-sized companies on the Czech market and finds the attitude of companies to applications run due to Cloud Computing solutions and what they think about Cloud Computing as such. The main objective of this work is to analyze the possibilities of this relatively new platform and highlight the the benefits and potential risks of their use. The work is divided into two parts. The first part focuses on the theoretical plane of Cloud Computing, where the basic concepts and limitations are defined and from which I will result my thesis. The second part is divided into four chapters. In the first subsection the ERP systems are compared, which are offered as a free version or as an Open Source suitable for use on Cloud Computing platform. In the second subsection the CRM systems are compared as a separate applications offered online as SaaS . The third section is devoted to the market research, which is focused on attitude and use of Cloud Computing applications in small and medium-sized companies . The final section offers the recommendations for MSP in the transition to Cloud Computing.

The major objective of this thesis is to perform a real data mining task of classifying term deposit accounts holders. For this task an anonymous bank customers with low funds position data are used. In correspondence with CRISP-DM methodology the work is guided through these steps: business understanding, data understanding, data preparation, modeling, evaluation and deployment. The RapidMiner application is used for modeling. Methods and procedures used in actual task are described in theoretical part. Basic concepts of data mining with special respect to CRM segment was introduced as well as CRISP-DM methodology and technics suitable for this task. A difference in proportions of long term accounts holders and non-holders enforced data set had to be balanced in favour of holders. At the final stage, there are twelve models built. According to chosen criterias (area under curve and f-measure) two best models (logistic regression and bayes network) were elected. In the last stage of data mining process a possible real-world utilisation is mentioned. The task is developed only in form of recommendations, because it can't be applied to the real situation.

This master´s thesis describes the design of the project concerning the introduction of CRM system in the company using project management methodologies. The company, to which the project will be applied, excels in industrial automatization.

The Master's Thesis deals with Customer Relationship Management. The aim is to describe and analyze the CRM in a particular company and make suggestions for improvement. The Master's Thesis is divided into two parts, theoretical and practical. The theoretical part explains the theoretical knowledge of CRM. In the practical part is described and analyzed the mode of operation of the company T-Mobile with a focus on CRM. Theoretical basis is based on the available literature and other information sources. The practical part is based on interview with the company employee, customers and internal documents of the company.

This paper addresses the issue of the implementation of CRM in the personnel agency flowr s.r.o. The aim is to analyze the state of the use of CRM in the company, to identify possible areas for improvement, design and implement measures that will optimize the use of CRM and evaluate the impact of this work on the use of CRM in the company. Objectives of the paper are fulfilled by the analysis of the company and its needs, identifying key issues and the establishment and implementation of the plan, which aims to eliminate these problems. The paper looks at user requirements from two perspectives, namely in terms of structure (analytical, operational and collaborative CRM) and from the perspective of the user relationship to the use of IS/ICT (user experience). The realized optimization plan is evaluated by questionnaire survey among company employees. The results show that even the fulfillment of all the requirements for CRM regarding covered system functionality is not sufficient for users acceptance. The main obstacles leading to a negative attitude are identified, originating from combination of previous unreliability and complexity of the solution and the errors occurring in the course of implementation.

The master thesis is focused on the implementation of data management tool and the tool for customer relationship management to the team of sales representatives. The goal is to define requirements for these tools, their selection was based on defined requirements, implementations and customization for the needs of the sales representatives team. The master thesis is divided into two main areas, theoretical and practical part. The theoretical part focuses on the description of social groups, work groups, teams and gamification. In the theoretical part is generally described the issue of groupware applications, explaining topic of the cloud computing and finally the theory of systems for customer relationship management. The practical part focuses on the description of the team of sales representatives and defining requirements to improve informatics support for their activities. After that, market is analyzed in the area of data management tools and tools for customer relationship management. Then selected systems are implemented and configured to comply the team of sales representatives. The main outcomes of the master thesis are implemented two systems, one for data management and one for customer relationship management. The work provides general description of both of these systems and detailed description of the installation. It enables the administrator actions and allows adjustments functionality. The main contribution lies in the selection, implementation, setting and description of these systems so that they can fulfill the function of the informatics support of sales representatives team.

Customer Relationship Management (CRM) came into the power when banking institutions started to become more and more competitive. The focus on CRM increased banks' abilities to understand their customers' current needs more precisely and also helped them to understand their customers' behaviours, such as what they have done in the past, and what they plan to do in the future. Such practice further helped banks to design strategies based on each customer's preferences in order to meet their customers' demands (Xu, et al., 2002). The adoption of the CRM within the banking industry chiefly depends on the overall adoption of IT culture within the country. Today, developed countries like the UK are enjoying innovative technologies, tailored-made systems, and have a high level of IT maturity within their banking industry. On the other hand, developing countries such as Pakistan are still dealing with several technological issues and the biggest one is the lack of IT alignment within most of their organizations especially within their banking industry (Kundi and Nawaz, 2006). Therefore, it is essential for researchers to further investigate the major IT-related problems faced by the banking industry, especially problems with the current use of the CRM system within the banking industry of developing countries i.e. Pakistan compared to banks in developed countries i.e. UK.This research has investigated and covered the overall operational issues of the CRM system within the banking industry of both developed and developing countries i.e. UK and Pakistan by using a qualitative case study research approach with two case studies, in which the Pakistani banking sector is selected as the developing country for case study one; for a developed country, the UK banking sector is selected as case study two. From the several existing UK and Pakistani banks, the researcher has selected some leading banks from the two countries and conducted several semi-structured interviews with different bank employees. Furthermore, the obtained interviews' results from both case studies are analyzed, compared, and discussed using an in-depth cross-case analysis approach and uncovered the similarities, differences, and several CRM operational issues within the banking sectors of both Pakistan and the UK.