Sinickas Robertas. Customer Relationship Management (CRM) system: Master’s Work in IT/supervisor doc. S.Gudas; Department of Information Systems, Faculty of Informatics, Kaunas University of Technology.-Kaunas, 2005.-67 p. Research objective – customers’ order management information system. Research object – the main object is focused on the establishment of the CRM system, which is based on the organizational and objective structure analysis. In order to accomplish the tasks that have been set for this thesis, the analysis of a customer relation vision, which determines the essence of customer relation management, has been prepared. On this stage the necessity of computer based customer relation management is analyzed with the help of CRM technology: using CRM model, its methodology, system adoption problems. The comparative analysis of the means of CRM development, its control packages, and CASE system methods is also applied. Due to the latter, MS Access package is chosen to represent the mean of CRM development (ADO – for the data manipulation; VBA – programming language) because of its wide practical use in the chosen organization and the use of ProVision Workbench for the CASE system model development. According to the requirements for the information system specification in the second part there is suggested an organizational activity structural and objective analysis: hierarchic organizational activity model, business interaction model, event model, destination... [to full text]

This diploma work is concerned with planning and analysing modules of Student-School Relationship Management system (referred to as S-SRM) at universities in the Czech Republic. The goal of this diploma work is to basically devise and afterwards to verify the modules of the S-SRM system from the point of view of their contents and peripherally also its functionality. The part of the goal, that is concerned with the design, is accomplished by the description of the individual modules of the S-SRM system. One part of the goal dealing with the verification of these modules is fulfilled by the means of a research in the group of future users of the S-SRM system (students). This research is realised via the questionnaire on the Internet, and by the means of the comparison of the chosen parts of proposed modules of the S-SRM system with the goals gained in the previous requirements analysis (which means the questionnaire on the Internet). The diploma work is divided into six parts. The first part states the topic. The second part is concerned with the CRM systems (Customer Relationship Management) which are the basis for S-SRM systems. This part is followed by the third section that describes the individual modules of the S-SRM systems, and it also shows the options for its enlargement. The fourth part is dedicated to the questionnaire survey and determination of hypothesis. The analysis of the data gained in the survey is stated in the fifth section that are hypothesis evaluated. In the last, the sixth part, there are inferred the conclusions emerging from the previous parts. The theory of the suggested parts of the modules of the S-SRM system and the practice, the results gained in the previous analysis of the requirements, are compared in this last section. There are two main assets of this diploma work. One of the main assets is the proposal of the modules of the S-SRM itself from the point of view of its content and peripherally its functionality. The second main asset is the realisation of the questionnaire survey and the analysis of the gained data that show the preferences of one group of the users of the S-SRM system, namely the students.