Masters's thesis deals with the assessment of driving school information system design and its changes.

There are analyzed key departments of bank in my thesis, which come in contact with clients and which partake of formation of their relation to the Citibank. This thesis targets the contact center CitiPhone, which serves personal entities of the bank. The theoretical cognizances from the first part of my thesis are applied to the conditions of this contact center in the practical part of it. The topic of my thesis is, on the example of contact center CitiPhone, to show activities, which contact center perform, to point out its critical parts and assess its current position. The assessment of activities of contact center CitiPhone is substantiated by graphs and results from period under consideration, which is first half of the year 2008.

Outsourcing of IT is likely to be a perspective model of IT service delivery. However, only a small number of companies have adopted it and according to surveys, their satisfaction is relatively low. On the contrary, customer relation management (CRM) is a marketing approach that still keeps its popularity. Is not therefore CRM a solution also for outsourcing of IT? How should it be applied in the field? This master's thesis is intended for providers of outsourcing of IT and it aims to find answers to the questions above. The first step towards the goal is to identify main characteristic features of outsourcing of IT, which consequently provide a guideline for a systematic approach to the solution. The thesis does not presume reader's familiarity with CRM, hence the second chapter offers a brief yet holistic view of the issue. A synthesis of the information from the first two parts leads to a conclusion that it is not possible to decide about suitability of CRM in outsourcing of IT on a general basis, but always in the particular situation. Therefore the work suggests a set of criteria for the choice. The consecutive chapters deal with the application of CRM. Firstly, an entire system of tools for evaluation of customers is proposed. It enables providers to determine the suitable level of individual approach to each customer with consideration of both business and technical factors. Consequently, a provider can start building a relationship with his customer taking advantage of number of recommendations and tools given by this paper. It includes measures not only for convincing customers but also for increasing their retention. The thesis discusses broad variety of aspects of marketing in outsourcing of IT. Its scope ranges from customer uncertainty mitigation and purchasing process of a corporate customer, over tips on how to manage customer satisfaction, to appropriate adjustments of a service level agreement (SLA). The paper also briefly analyses the specifics of CRM in outsourcing of IT in the public sector.

The goal of this thesis is to optimize current marketing mixes in sports facilities. As such, this thesis will suggest appropriate optimization strategies for these mixes and recommend methods for improving marketing communication practices and service portfolios, in order that facilities may heighten their competitiveness, increase facility attendance, and enhance client satisfaction. The theoretical section of this thesis analyses marketing mixes, services, sports product, CRM, CEM, and facility environment. The practical component first presents the facility itself: a squash centre, where the analysis was done. An analysis and assessment of marketing activities of the squash centre was carried out afterwards. Quantitative forms of research, especially interviews, were used. Informal conversations were also held with the management of the squash centre. The thesis results in some recommendations for the squash centre which are applicable for sports facilities in general.

The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.

The master‘s thesis discusses the issue of the project Telco Servis whose focus are business activities aimed at drawing-in the Internet on cancelled fixed telephone lines. It introduces the formal aspect of project management and methods used in the pre-project phase. The work focuses on key parts of the project, such as analysis of the sales process, time analysis of specific parts of the sales process, company CRM description or project risk analysis. In the design part it deals with the estimated costs of the project and the fulfilment of the necessary conditions for its launch.

This Master’s thesis deals about strategy for Improving Auction of Properties in RS Gavlas Company. The theoretical part is concerned with an auction theory and a contemporary legislation. The practical part examines Czech auction market, an auction process, customer relationship management implementation and legislative problems with the aim to find new possibilities of use for company RS Gavlas.

This Master’s thesis deals with the analysis problem of current situation in a company NTC s.r.o. and its environment. On the basis of findings, the work includes complex solution strategy, development and improvement company position, which should had help establish firm and fix her position on market.

The Master´s thesis deals with the logistics services studies in Sika CZ, Ltd. Company. Considering the fact that the principal activity of the company is trading, it uses logistics as a substantial instrument to achieve the customers’ satisfaction. The main objective of the thesis is to create logical structures of services and project suitable metrics for measuring customers’ satisfaction of the provided services.

La réussite du marketing relationnel dépend des préférences individuelles des clients, ceux-ci n'étant pas tous également réceptifs aux approches relationnelles. Il apparaît, à ce titre, nécessaire d'approfondir la connaissance des bénéfices relationnels attendus par les clients. Dans un design mixte séquentiel, des entretiens non-directifs menés auprès de clients en gestion de patrimoine, puis auprès de clients de banques de réseau, montrent et confirment l'existence de trois profils relationnels distincts : transactionnel, relationnel psychologique et relationnel socio-valorisable. Une matrice combinant l'attitude à l'argent et le stéréotype du banquier révèle des profils hybrides souhaitables vs indésirables. L'étude quantitative crée une échelle de mesure du stéréotype du banquier, enrichit l’échelle de l’attitude à l’argent de la dimension tabou, et aménage une échelle des bénéfices relationnels attendus. Le test d'hypothèses dans un modèle d'équations structurelles montre le rôle du stéréotype du banquier, de l'attitude à l'argent du client, de ses valeurs culturelles et des incidents critiques, dans l'explication des bénéfices relationnels attendu. / The success of relationship marketing depends on individual preferences, knowing that clients are not all equally receptive to relational approaches. It appears necessary for this purpose to improve knowledge about client’s expected relational benefits. Within a sequential mixed design, non-directive interviews conducted with wealth management clients, then with retail bank clients, show and confirm the existence of three distinct types of relational profiles : transactional, psychological relational and socio-valuable relational. A matrix combining the money attitude and the banker stereotype reveals desirable vs undesirable hybrid profiles. The quantitative study creates a scale to measure the banker stereotype, enriches the money attitude scale with the taboo dimension, and produces a scale for the expected relational benefits. The test of hypotheses in a structural equations model shows the role of the banker stereotype, the money attitude, the cultural values and critical incidents, in the formation of expected relational benefits