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.

Virtual machine, as an engineering tool, has recently been introduced into automation projects in Tetra Pak Processing System AB. The goal of this paper is to examine how to better utilize virtual machine for the automation projects. This paper designs different project scenarios using virtual machine. It analyzes installability, performance and stability of virtual machine from the test results. Technical solutions concerning virtual machine are discussed such as the conversion with physical computers, the configuration of virtual network and the use on different software platforms. It also suggests a workflow for the company to utilize virtual machine and share virtual machine resources across different project phases.