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 diploma thesis is concerned with proposal and analysis new database software helping by CRM system for already exists foreign company, which has own branch office in Czech Republic. There is current database system deficient in the company. There is necessary to propose the new software, which will be operating more effectively.

The diploma thesis deals with information system in Telefónica O2 Czech Republic company. The thesis is focused on describing the existing enterprise information system especially in terms of processing customer requirements and their impact on customers. The aim is to draft changes in the information system of conflict resolution department orders. The changes are geared to enhancing the effectiveness of staff members and increase customer satisfaction.

The usability of a software product is dependent on the end-user and the context of use. Having a user-friendly user interface that is appealing and easy to learn and use is essential for improved human productivity. However, this is not always the case. For instance, the computer-based documentation system Siebel used within the elderly care system; is perceived by most nursing assistants as complicated. The goal here is to evaluate the usability of the system's user interface, applying the usability metrics stated in the ISO/IEC-9126-1 standards to quantify the effectiveness, efficiency, and user satisfaction of Siebel’s documentation system. A prototype user interface was developed for comparison with the current system. Likert-scale five-point scale; System Usability Scale (SUS) questionnaires were used to measure User satisfaction. The results mirrored that the participants preferred the newly developed prototype user interface to the existing user interface