Zavedení systému CRM ve firmě na trhu armatur

Abstract

The bachelor's thesis focuses on the implementation of a CRM system in a specific company on the valve market. The first part of the thesis is focusing on a theoretical framework, which includes the theory of CRM system, B2B market environment, customer relationship management and also customer analysis. The analytical part contains characteristics of the company. In the practical section there is a questionnaire, which was sent to ten selected employees of the company in various positions. Subsequently there are also interviews provided by four employees from the same company, who were also in different positions. Their effort is to implement a CRM system into the company. The main goal of this thesis is to find a suggestion for the implementation of a CRM system, to analyze the current ERP system that the company uses and also to create an analysis of customers. The bachelor thesis should help in deciding whether to implement a CRM system and what advantages and disadvantages the system will bring.