Návrh projektu pro implementaci CRM systému

Abstract

This master thesis deals with the problems of CRM system implementation, resp. its selection. The objective is a variant proposal of a CRM implementation project on basic details and consequent focus on its first stage, which is the selection of a technical solution by means of multiple criteria decision-making. The thesis consists of three main chapters. The first chapter is a theoretical-methodological part which explains the problems of project management, multiple criteria decision-making and the term of customer relationship management and its components. The conclusion of this thesis includes a summary of selected CRM systems available on the Czech market. The nest stage of the master thesis is an analytical part. It describes a company, its history and analyses the current situation regarding the CRM system deployed in the company. This chapter ends with a SWOT analysis. The last chapter is a proposal part where a time estimate for all the proposed solutions is created by means of the Microsoft Project software which is displayed in a Gantt chart. Individual solutions were consequently used as variants for multiple criteria decision-making. Based on the result, the company was recommended the most suitable system.