Browsing by Author "Mrňavá, Jana"
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- ItemNávrh systému hodnocení zákazníků ve Škoda Auto Parts Center(Technická Univerzita v Liberci, 2008) Mrňavá, Jana; Antlová, KláraThis diploma work deals with a customer relationship management aiming to the customer rating. There are described theoretical principals of the customer relationship management, systems and instruments that enable it. In the theoretical part, I describe general principals of acting and improving customer relationship and methods of the customer relationship management. This work also includes characteristic of the instruments that contain new information technologies. The main representative of a currant trend is Customer Relationship Management (CRM). CRM includes a complex solution of the customer relationship management. In the practical part, I analyze the particular customer rating in Skoda Auto and Skoda Auto Parts Center focusing on the bonus rating. The target of the work is a proposal of the customer rating system in Skoda Auto Parts Center.