Řízení vztahů se zákazníky ve výrobním podniku

Abstract

The aim of this diploma thesis is to analyse customers and their costs in selected production company and then recommend appropriate improvements to the existing customer relationship management system. Customers were analysed in terms of market share and profitability, using the Activity Based Costing method, which assigns costs by activities, and Pareto analysis. Based on the results of analysis, customers were divided into individual segments, to which were subsequently designed strategies and improvements with quantifying economic impacts of individual variants. Results of this diploma thesis brought to the company completely new information and insight into the profitability and costs of its customers.