Analýza zákazníků

Abstract

The main subject of my diploma thesis is a customer analysis. The purpose of my diploma thesis is to determine the customers ´ profitability and after that with the help of Pareto analysis to classify company´s customers. I classified all 66 of company´s customers according their amount of turn-over and profit sharing and for each individual I have suggested the most effective business strategy, that will improve the performance of customer relationship management, heighten customer satisfaction and loyalty, reduce customer service costs and consequently increase the profitability of company. Based on my analysis I came to a conclusion that deficiencies are not caused just by performance of CMR and sales department but even the production department is responsible for them. I found out that there are big wastage, extra scrap costs, idle time, break-down of machineries and equipments in production, which could be the main reason of company ´s negative operating result. Further problems are the company´s IS, the cost finding, the inventory management and the insufficient controlling conducted by management. I gave all my results, proposals, do's and don'ts to the board management.