Persons at MENDELU

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Ing. Sylvie Formánková, Ph.D. (née Gurská)
Identification number: 4780
University e-mail: sylvie.formankova [at]
Assistant Professor - Department of Management (FBE)
Researcher - Department of Informatics (FBE)

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Basic information

Basic information about a final thesis

Type of thesis: Diploma thesis
Thesis title:CRM in Service Oriented Organizations in the European Union
Written by (author): Ing. Pavla Vondráková
Department: Department of Management (FBE)
Thesis supervisor: Ing. Sylvie Formánková, Ph.D.
Opponent:doc. Ing. Helena Chládková, Ph.D.
Final thesis progress:Final thesis was successfully defended.

Additional information

Additional information about the final thesis follows. Click on the language link to display the information in the desired language.

Language of final thesis:English

Czech        English

Title of the thesis:CRM in Service Oriented Organizations in the European Union
Summary:This diploma thesis studies Customer Relationship Management (CRM) and its current usage and implementation in the EU. The primary goal of the thesis is to obtain general know-how for European service oriented organizations and to recommend efficient methods of implementing CRM so that it enhances the competitive advantage of enterprises in the EU. The secondary goal of the thesis is to assess CRM practices and trends in the European Union with a comparison of the two selected EU countries- Germany and the Czech Republic. The thesis is based on research of primary and secondary data with the findings being presented using the elaborated External Factor Evaluation Matrix and the CRM model. Fewer than 30% and 20% of companies in the EU use the operative and the analytic types of CRM, respectively. Therefore, there is a huge potential in utilizing both types of CRM, especially in small and medium enterprises. The most pressing issue in the EU is the shortage of IT professionals. The research proved that CRM can be very beneficial for organizations if it is implemented in the right way and yielded many other valuable pieces of advice for EU, German, and Czech enterprises.
Key words:Hofstedes cultural dimensions, Germany, Czech Republic, CRM, EFE Matrix, European Union

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Final thesisThesis appendicesSupervisor's reviewOpponent's review

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