This thesis is specialised to analyse clients responds from banking industry to mar-keting campaigns. For purpose of such study are from the view of the information systems essential Customer Relationship Management systems, CRM systems, their operational part, with which are working all the employees and also analytical part, which serve for agregation a usage information of the operational part for desicion making. For the sake of correct understanding of the business logic of these systems is thesis concerning also area of direct marketing, which is object of CRM marketing campaigns. From theoretical point of view is suitable in the name of marketing campaigns evaluation work with Customer Intelligence and its selected topics. As a case study has been used real situation of the bank existing on the czech ban-king market, which is in current time working of implementation of a new CRM system Siebel. Situation in the bank and also on the project has dynamical charakter. Target of the thesis is to find out and provide the way how CRM system supports scoring of campaign succes, which is important for decision making about products offered to clients and about choice of appropriate communication. There are also mentioned other options of develop-ment these analytical tools.

This diploma thesis disserts about Customer Relationship Management -- CRM. CRM is a modern management strategy, which targets a customer as an actual center of all company processes and decisions in all departments and by all employees. The thesis describes the evolution of the CRM strategy and CRM theoretical base. It focuses at one industry: aerospace, which is analyzed; its state, main participants and functional rules including barriers of entry. A particular company is presented: Honeywell, whose CRM is analyzed. CRM process gaps are identified, a specific gap is found as fundamental and its solution and implementation of the solution is designed. The objective is to enhance CRM process effectiveness, ensure beneficent customer relationship management, provide higher level of relationships with the targeted customers and enable sales growth.

This thesis is focused on description the situation in the field of providing business information systems in the form of services and aspects related to the transition IT department from software licensing model to consumption of software in the form of IT services - the software as a service model (SaaS). The main objective of this thesis is to analyze the impact of the transition in enterprise IT department from software licensing model to SaaS model. To achieve this goal there is an adequate theoretical basis described in the theoretical part of this work and survey on the basis of interviews in the practical section. The first part describes the development of enterprise information model to cloud computing, including the presentation of the current market situation. The second part discusses the requirements to enterprise IT department in SaaS model, including an analysis of the impact of the transition to SaaS. In the final part of this thesis is carried out survey within the small and medium-sized companies that have moved their business information systems to SaaS model. The contribution of this thesis is primarily in the analysis and recommendations for companies that planning to move to the SaaS model. In the theoretical part of this thesis it is description of the impact of SaaS to the enterprise IT department, including assessing the relevance of ITIL framework in the time of SaaS.

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.

The diploma thesis focuses on implementation of a software solution for customer relationship management with respect to a telecommunications service provider. The whole analysis of a project implementation describes introduction of a segment called Sales Force Automation (SFA). The objective of the work is to describe all important steps during the execution of the SFA project implementation, to compare the steps to theoretical recommendations, to assess applicability of procedures with regard to users' experience and reactions during the execution and after the completion of the project and to subsequently determine recommendations for similar projects. The work is structured into a theoretical and practical part. The objective of the theoretical part is to explain the concept of CRM -- Customer Relationship Management, to introduce the recommended project plan of the CRM implementation and to present a selected product, which is Siebel CRM from Oracle. The practical part describes an already finished project implemented by a telecommunications service provider, compares the appropriate procedure to a theoretical recommendation and registers differences. Based on implications and user's reactions there were suitable and unsuitable steps determined and also procedures recommended for an easier transition to a new CRM system with regard to similar projects.

This thesis focuses mainly on the analysis and implementation of a CRM system into a non-profit organization. Main aims of the thesis are first introduction into the issue of CRM and fundraising and then implementation of a particular CRM system into a real non-state non-profit organization. The thesis has been made in cooperation with another student, who has been engaged in the analysis of the process of choice of a CRM system, while this thesis presents the implementation of the certain system. The theoretical part of this thesis deals with the theory concerning fundraising and CRM, where also common aspects of those two topics have been mentioned. In contrast with the theoretical part, the practical part deals with the implementation of a selected CRM system into a certain non-profit organization. The theoretical part is also expanded with a research in works concerning similar topic. The main contribution of this piece of work will be the implementation of a CRM system into a foundation, where it will be used as one of the main tools supporting fundraising of the organization.

This study explores the implications for knowledge creation of customer knowledge in a contact center’s CRM system. A previously developed research model which depicts CRM systems’ support to knowledge creation of customer knowledge was utilized for evaluation and comparison of collected data. Data was collected through observations semi-structured interviews with 14 customer service agents who utilized a CRM system in a contact center at a medium-sized European airline.Analysis of the data suggests that the CRM system’s support for knowledge creation of customer knowledge is in line with previous research. Additionally, the results indicate that there are two processes, knowledge base usage and internal communication processes, which have the potential to increase the CRM system’s support. Based on the reviewed literature, this study suggests that organizational culture and IT infrastructure, are two tools which could be utilized to incorporate those two processes better into the organization’s CRM system.

Bakgrund: Luftvägshantering inom anestesisjukvården är ett kritiskt moment och fö­rekommer i både planerade och akuta situationer. I samband med luftvägshanteringen är komplikationer som orsakar tillfällig skada vanliga medan komplikationer som orsa­kar allvarliga, bestående skador är ovanliga. I och med detta krävs ett patientsäkert för­hållningssätt med moderna tankar angående risker, kunskap, professionalitet och den organisatoriska funktionen. Motiv: Att säkra luftvägen omfattas inte enbart av medicinska och tekniska färdigheter utan även hur individen klarar av att arbeta effektivt i en komplex och dynamisk team­baserad miljö. Trots att allvarliga komplikationer är ovanliga kan skadorna leda till all­varliga men och lidande för patienten. Författarna ville undersöka faktorer som inver­kar vid detta kritiska moment.  Syfte: Att beskriva vilka faktorer som kan inverka vid luftvägshanteringen inom aneste­sisjukvården.  Metod: Litteraturstudie med kvalitativ ansats. En strukturerad artikelsökning gjordes i databaserna Cinahl och PubMed. 9 kvalitativa artiklar inkluderades.  Resultat: Ett antal faktorer som har inverkan på luftvägshanteringen hittades. Dessa delas upp i två huvudrubriker: resurser och organisatoriska faktorer och personella och interpersonella faktorer. Resurser och organisatoriska faktorer inkluderar möjlig­heter till förberedelse, tillgång till utrustning samt checklistor och protokoll för alterna­tiva strategier. Personella och interpersonella faktorer inkluderar öppen kommunikat­ion och fungerande ledarskap, situationsmedvetenhet, kunskap och träning samt hie­rarkiska strukturer. Konklusion: Av de faktorer som framkommer har möjligheter till förberedelse samt hi­erarkiska strukturer både positiv och negativ inverkan vid luftvägshantering. Reste­rande faktorer har positiv inverkan och inga faktorer med enbart negativ inverkan fram­kommer.

Introduction. The implementation of CRM systems for small companies have not been widely explored by previous literatures, giving me the opportunity to research the system implementation process of Company X. The purpose of this research is to understand how to process implementation of a CRM system within the frame of a small company. Theoretical Framework. The theoretical framework encompasses the concepts of CRM and previous theories on implementation processes: one focusing on business implementation of CRM (Chalmeta, 2006), and another focusing on the IS implementation of CRM (Cooper and Zmud, 1990). The literature represents a ground to understand the implementation process of Company X. Methodology. The paper is an action research, a relevant research design to the implementation process of Company X in real-world settings. The sampling is 1. project documents from the CRM projects implementation, implicating technical records from Company X, and 2. an interview with a key actor of Company X implementation process. Empirical findings. The results showcased different themes and subthemes that arose in the system implementation process of Company X which are correlated in the analysis to previous theories. Analysis. The analysis of this action research explores the question of Company X's implementation stages. Because CRM is a multidisciplinary subject, grouping technology, people and processes creates a systematic perspective over Company X’s results with 2 theories: one emphasizing a business implementation perspective (Chalmeta, 2006), and one information system implementation perspective (Cooper and Zmud, 1990). Conclusion. The implementation process was executed, having a large scope grouping 3 themes: problem discussion, implementation, and management of change (Chalmeta, 2006). These 3 themes revealed implementation stages such as initiation, adoption, adaptation, acceptance, routinization, and infusion (Cooper and Zmud, 1990). The implementation process approached different factors in Company X: user, organization, task, and technology.

This diploma project is about the assessment of the information system of the Slovak football association using appropriate methods and evaluating outputs as proposal of solution for more effective information system in organisation. Diplopma thesis values current situation of information system and sets conditions for optimised solution focused on overall improvements in effectivity and functions of information system.