The thesis is focused on the Customer Relationship Management in an insurance company. The goal is to provide complex view on the issue of customer relationship management in the insurance, then identify the specific knowledge of insurance industry and consequently use it for analysis and design of selected processes of CRM. For these processes is also needed to design relevant performance indicators. These goals can be reached by mapping those processes in insurance companies, which are supported by CRM, to the standard functionality of the CRM system. For gaps is necessary to consider changing the standard functionality or change the process. Design of the indicators is based on the Balanced Scorecard and method CRACK. The benefit of the work is application of knowledge in the field of customer relationship management in the insurance industry as well as design and analysis of selected processes of CRM with their measurements.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:72456 |
| Date | January 2010 |
| Creators | Kouklík, Václav |
| Contributors | Pour, Jan, Maryška, Miloš |
| 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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