Zhodnocení zákaznického portfolia vybrané společnosti

Abstract

The aim of the thesis is to evaluate current customer portfolio in a selected organization, analyse it and then evaluate existing customer relationship management settings. Following the findings of the analysis, propose changes to improve this process and possibly propose customer segmentation for differentiated management of these relationships. For processing were used methods of description, analysis and synthesis. As for analysis, we used Pareto analysis and ABC analysis which are also described in the thesis. After evaluating the analysis it has been found that even in a distribution company customers can be differentiated. The main finding is that within the customer relationship management process, the relationships can be improved with the help of implementation, setting and proper use of customer segmentation.