CRM s akcentem na sociální sítě

Abstract

This master thesis focuses on the issue of CRM with emphasis on the Social Networks. The aim is to create proposal and implementation of the application for SCRM. The first part contains theoretical background of the domain of CRM and also introdution of widespread Social Networks. The theoretical part of this thesis puts the system in a wider context and describes the sircumstances that led to the evolution of CRM into SCRM. The practical part of this thesis compares existing solutions for CRM for small and middle companies by selected parameters. Later on basic features and parameters of CRM system are specified based on the comparison of existing solutions. In the following chapters analysis, proposal and implementation of SCRM system are being formed. Finally there is summary of executed trial run of implemented application.