This diploma thesis disserts about Customer Relationship Management -- CRM. CRM is a modern management strategy, which targets a customer as an actual center of all company processes and decisions in all departments and by all employees. The thesis describes the evolution of the CRM strategy and CRM theoretical base. It focuses at one industry: aerospace, which is analyzed; its state, main participants and functional rules including barriers of entry. A particular company is presented: Honeywell, whose CRM is analyzed. CRM process gaps are identified, a specific gap is found as fundamental and its solution and implementation of the solution is designed. The objective is to enhance CRM process effectiveness, ensure beneficent customer relationship management, provide higher level of relationships with the targeted customers and enable sales growth.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:114418 |
| Date | January 2010 |
| Creators | Spálenková, Tereza |
| Contributors | Mejdrech, Vlastimil, Svobodová, Hana |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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