This thesis focuses on analysis and implementation of CRM in non-profit organization. The main aim of this thesis is to analyse the choice of suitable CRM system for Open Society Fund Prague, while the part of implementation is covered in the thesis of Václav Bešta. To fulfil the main aim, it is necessary to extend knowledge gained during the study using additional information from specialised publications and electronic resources which relate to CRM and Fundraising. These are subsequently used in the practical part, which is the result of individual work and cooperation with V. Bešta and members of Open Society Fund Prague. The contribution of this thesis is a resultant product in form of chosen and suggested CRM system, which Open Society Fund Prague will use for its activities. Possible contribution is that this system can be used by another non-profit organisation. Moreover, the practical part of this thesis may serve as a manual, how to deal with a selection of suitable CRM system. This Thesis is divided into two parts: theoretical and practical. The theoretical part discusses and clarifies the meaning of CRM and Fundraising, describes possibilities of their interconnection and mentions research in works, dealing with similar topics. At first, the practical part describes Open Society Fund Prague. The thesis continues with the analysis of found requirements for the CRM system, which than helps to choose a suitable product for the foundation. At the end, the thesis mentions the implementation of a chosen system in Open Society Fund Prague, which is described in detail in the thesis of V. Bešta.

The Covid-19 pandemic has changed the way of working for employees and companies around the world. An important part of an organization is the salesforce since they are building relations with customers and making sales. It is therefore important for the salesforce to be motivated in order to be productive and contribute to the organization's increased sales.  This thesis is a qualitative study regarding salesforce motivation and how to motivate salesforce further in the future based on the Covid-19 pandemic changed way of working. We have studied the Middle East regional office of a Swedish B2B company within the security sector called Gunnebo Group. The research was conducted through interviewing seven respondents whom comes from seven different nationalities and based in four different countries. All the respondents are working within the salesforce at the researched organization with the title of Sales Directors. Through the interviews we have gathered data about four different perspectives that can have an impact on the salesforce motivation. These aspects are motivation in general, culture, leadership, and the changed way of working due to Covid-19. In this study we have taken these perspectives in consideration when answering our research question and trying to fulfil the research purpose.  The purpose of this research is to create an understanding of what can motivate the salesforce at Gunnebo Middle East post-pandemic and/or going into 2022. Further, we want to contribute with new knowledge that will help organizations develop as well as prepare for a post-pandemic way of approaching motivation regarding salesforce.  The conclusion of this study is, in order to motivate salesforce further in the future, B2B companies within the security sector need to continue to work with the changes that the Covid-19 pandemic has created and not go back to a pre-pandemic way of working. Further, companies need to maintain the changes and develop the changed way of working through educational programs regarding the use of technological tools as well as customer interaction to increase motivation and performance. It is crucial that the organization does not lose focus on the importance of face-to-face interaction.

The purpose of this thesis is to clarify the reasons and consequences of failed implementations and poor adoption of CRM / SFA tools in sales teams, that have been recorded in recent years. Almost 70% of initiatives to introduce new technologies for sales teams have failed in the return on investments. The goal of the thesis is to create requirements for a new CRM / SFA, which will support salesmen and sales teams in a better way. It describes the way the sales team work, it describes business cases and determinates its key activities. Using perceived usefulness, I create a set of system requirements for CRM / SFA tool, which will support salesmen and improve their sales performance.

In an era of technological growth, cloud computing is one of the hottest topics on the market. This, along with the overall increased use of digital systems, requires solid integration options to be developed. Redpill Linpro recognizes this and has developed a cloud-based Integration Platform as a Service (IPaaS) solution called Connectivity Engine. New techniques like this can however seem very abstract to a customer, something which a demo application could help substantiate. To aid in this issue we have developed a web-based Enterprise Resource Planning (ERP) system as well as an Integration Application to connect the ERP system with Salesforce.com in a bidirectional integration. With the use of Connectivity Engine this can be hosted in the cloud and be easily accessible. The project has been a success for Redpill Linpro as well as the authors. A solid way to demonstrate the abilities of Connectivity Engine has been developed along with descriptive documentation for any sales representative assigned to pitch the platform.

Salesforce control systems have been widely studied with numerous constructs mediating the effects on performance. Behavior-based salesforce control (BBC) has often proved to increase performance and recently the Ability, Motivation, Opportunity (AMO) theory has been proposed to cluster the mediators. However, the extant literature is limited regarding implementation of BBC. The purpose of the thesis is twofold: (1) to explore the challenges that emerge during the implementation process of BBC at the Swedish sales organization of a global MedTech company, and (2) to investigate whether these challenges can be explained by prior research. An embedded case study at a MedTech company is used to explore the challenges that emerge while implementing BBC. Both structured and semi-structured interviews were conducted, where the structured part was an operationalization of the conceptual framework adopted from a previous study of a closely related field. The findings suggest that challenges within Process, Purpose and Communication have emerged in the case study, and that they affect AMO constructs. Further, the juxtaposition of our findings with the conceptual framework used and extant literature within BBC and implementation provides for an adaptation of the conceptual framework. This new framework could be used in future research to extend the research within implementation of BBC and possibly validate our findings in other case studies. / Olika metoder för säljstyrning har i bred utsträckning studerats tillsammans med faktorer som påverkar dess effekt på säljarnas prestation. Beteendebaserad säljstyrning (BBC) har ofta visats öka säljarnas prestation, och nyligen har teorin som grundar sig i Förmåga, Motivation och Möjlighet (AMO) föreslagits för att gruppera de påverkande faktorerna. Emellertid är den befintliga litteraturen med fokus på implementationsfasen av BBC begränsad. Syftet med detta examensarbete är tvådelat: (1) att utforska de utmaningar som uppstår vid implementationen av BBC inom den svenska säljorganisationen på ett globalt medicinteknikföretag (MedTech), och (2) att undersöka om utmaningarna kan förklaras med tidigare forskning. Empiriska data från en fallstudie vid ett medicinteknikföretag används för att utforska de utmaningar som uppstår under implementationen av BBC. Datainsamlingen har skett genom både strukturerade och semistrukturerade intervjuer, där resultat från de strukturerade intervjuerna syftade till att undersöka om ett konceptuellt ramverk som presenterats i en tidigare studie inom ett närliggande område kan vara applicerbart i en bredare kontext. De empiriska resultaten från fallstudien visar att utmaningar inom tre teman, Process, Syfte och Kommunikation, uppstod vid implementationen av BBC, samt att de tre temana i sin tur påverkar säljarnas Förmåga, Motivation och Möjlighet (AMO). Baserat på sammansättningen av resultaten från fallstudien och befintlig litteratur inom BBC och implementation föreslås en utvidgning av det konceptuella ramverk som undersökts. Det nya utvidgade ramverket skulle kunna användas i framtida studier för att utöka forskningen inom implementation av BBC, samt möjligen validera resultaten från detta examensarbete genom ytterligare fallstudier.

Purpose: The aim of this thesis is to build a practical guide to get a clear understanding about the implementation process of Customer Relationship Management in the cloud within Small. It also describes the different concepts that are Customer Relationship Management, Cloud computing and CRM in the cloud, especially related to the SMEs, in order to have a great insight that gives the opportunity to implement successfully this paradigm.   Scientific method: The research lies in the interpretative field of inquiry. Abduction is used to combine empirical data with theoretical studies in orderto tryto investigate patterns that could give an understanding of the phenomena that is studied. Descriptive research approach using multiple-case study design is used.   Theoretical frame of references: The first part of the theoretical frame of references explores existing theories. This leads to CRM and Cloud Computing. The second part explores different means of analysing our problematic.   Empirical method: The chosen approach is qualitative. Interviews have been conducted for data collection. Documentsarehave beengathered and analysed to support the interviewguides. We also gathered a previous practical guide from Salesforce in order to compare our results.   Analysis: Analysing hosted CRM implementation of three SMEs using Salesforce, it describes the key facts that have to be taken into account to implement the Salesforce CRM solution.   Conclusion: The findings show how three companies can be analysed to draw conclusions about the implementation process. According to interviews, theories, documents from hosted CRM provider, some suggestions have been advised to avoid problems concerning the implementation in SMEs.

La force de vente est un système humain, et de relations humaines complexes qui se distingue par une activité de gestion spécifique fondée sur le contrôle et la supervision directe des vendeurs dans leurs activités quotidiennes. Pour décrypter ces relations entre les acteurs, nous avons mobilisé le concept de socialisation organisationnelle, à la fois parce qu’il propose une lecture nouvelle de la réalité managériale, mais aussi parce qu’il constitue un modèle d’influence à même de réguler les comportements organisationnels des acteurs. Cette thèse a pour objectif d’éclairer le management des vendeurs indépendants en situation d’intégration, et d’expliquer pourquoi le turnover de ces vendeurs est aussi élevé au cours de cette phase cruciale du processus de socialisation. L’exploitation du potentiel théorique du concept de socialisation pose néanmoins la question de la pertinence d’une telle étude, étant donné que les vendeurs indépendants peuvent se soustraire à toute forme de socialisation, parce qu’ils n’appartiennent pas juridiquement à l’entreprise. Pour cela, nous menons une première étude qui permet de mettre en évidence le caractère aléatoire et naturel de la socialisation dans ces organisations, à travers les interactions. Nous proposons donc de conceptualiser la socialisation du vendeur indépendant, et la considérons comme un processus de construction de la relation managériale. Le modèle d’analyse que nous développons articule le cadre d’analyse interactionniste de la socialisation à travers le processus de construction de sens, la théorie de la régulation sociale, et la théorie du contrat psychologique. Il est testé sur le terrain, à travers une étude qualitative, mobilisant la méthode des cartes cognitives. En s’appuyant sur les représentations mentales des principaux acteurs de la socialisation du vendeur indépendant, nous souhaitons produire des connaissances qui tiennent compte des réalités et des contextes dans lesquels ces forces de vente exercent. Les résultats de notre recherche mettent en évidence la complexité des schèmes étudiés. Ceux-ci révèlent la difficulté à faire converger les intérêts des acteurs dans leur collaboration. Ils révèlent aussi l’existence d’une socialisation partielle due, en partie, au fait que les entreprises évoluent difficilement dans leurs pratiques de gestion ; les connaissances acquises par les nouveaux vendeurs portent essentiellement sur les aspects commerciaux du travail ; les relations entre membres de la force de vente ne sont pas prises en compte dans le processus de socialisation. Finalement, les vendeurs partent parce que les composantes de leurs relations avec l’entreprise ne correspondent pas à leur système de valeurs. Dans ce cas, nous proposons de gérer et de formaliser la socialisation du vendeur indépendant, en prônant un management et un leadership partagé qui permettrait de prendre en compte les intérêts des différents acteurs. / Sales force is a human and complex human relations system that is characterized by a specific management activity based on the control and the direct supervision of the sales agents in their daily activities. In order to decrypt these relations between the actors, we have mobilized the concept of organizational socialization, both because it proposes a further reading of the managerial reality, but also because it constitutes a model of influence able to regulate the organizational behaviors of the actors. This thesis aims at enlightening the management of the independent sales agents into labor integration process, and explaining why the turnover of the sales agents is so high during that critical stage of socialization process. The exploiting of the theoretical potential of the concept of socialization nevertheless arises the issue of the relevance of such a study, given the independent sales agents can avoid any kind of socialization, because legally they don’t belong to the company. For that we make a first survey that enables us to point out the random and natural character of the socialization in these organizations through interactions. We propose thus to conceptualize the socialization of the independent salesman, and we consider it as a construction process of the management relation. The analysis model that we develop uses the interactionnist analysis framework of the socialization through the process of building a sense, the theory of the social regulation, and the theory of psychological contract. It has been field-tested through a qualitative research study, mobilizing the method of cognitive cards. On the basis of the mental representations of the main actors of the independent sales agents ‘socialization, we wish to produce skills that take into account realities and the environments in which these sales teams work. The results of our research show clearly the complexity of the schemes studied. These reveal the difficulty of converging the actors ‘interests in their collaboration. They reveal also the existence of a partial socialization due, partly, to the fact that the companies poorly evolve in their management practices. The skills acquired by the new sales agents are based essentially on the commercial aspects of work. The relations between the sales workforces are not taken into account in the socialization process. Finally, the sales agents leave work because the components of their relations with the company do not match with their value system. In that case, we propose to manage and formalize the socialization of the independent sales agent, recommending shared management and leadership that would permit to take into account the interests of the different actors.

This master thesis focuses on the issue of practical implementation of Solution Selling philosophy in general and of its principles in particular. It also covers topics of the sales function in a company, sales workforce and related problems with hiring and differentiating between sales positions, theoretical background of Solution Selling and discussion about its topicality and ability to address needs of modern economic environment. Empirical part is based on three case studies of such companies as VMware, Cisco and DuPont and example of business model of IBM Corporation, which successfully uses Solution Selling as a core for its operational activities. Results of findings are provided in the end of practical part and in general conclusions.

No description available.

This diploma thesis deals with information systems for Customer Relationship Management (CRM) and its combination with one of the main recent information technology trends -- Cloud Computing. CRM systems represent fundamental company software. Thanks to Cloud Computing ideas CRM is available now via communication networks as a service with all its relevant benefits and risks. The goal of this thesis is to evaluate CRM provided as a software service, to compare a traditional deployment of CRM as on-premise software with Software-as-a-Service (SaaS), to identify its advantages and disadvantages and finally to offer answers and evaluation of the main Cloud CRM risks. The first part describes CRM background and Cloud Computing principles. The second part compares on-premise and SaaS deployments and evaluates its benefits and risks including a detail cost analysis. The last part deals with Cloud CRM integration possibilities and practical implementation experience including a case study. This thesis offers the answers to bridge the gap between the theoretical and the practical Cloud CRM experience as the main benefit.