Analýza trhu CRM systémů

Abstract This elaboration deals with systems supporting customer relationship management - CRM. The main aim is to analyze the market of CRM systems and to describe developmental trends in this market. Part of the elaboration is to explain basic concepts in this area and a summary of the most important characteristics of CRM systems - deals with the typology, architecture and the individual layers. Efforts were made to describe and explain the issues of customer relationship management not only for IT professionals and to bring not only technical but also a managerial perspective on this issue. Enterprises are investing in CRM systems, even during the ongoing global economic crisis. Surely it must have a rational reason. Part of this work is therefore also describing and explaining some significant advantages, useful features and the positive effects that can CRM systems bring to enterprises. Companies are facing a number of important decisions connected with implementation of CRM systems. The present elaboration is therefore based on what parameters should enterprises consider to choose appropriate solutions. There is also a description of some selected CRM systems. Each of these systems should represent a certain category so that the selection will cover all the major directions of possible trends of customer relationship management. The elaboration is divided into several parts. The opening part aims to explain the concept of CRM and gives a summary of the main benefits of adopting a CRM system. This part also contains an overview of basic functionality and describes the architecture, components and layers of CRM systems. The summary of factors and parameters that companies should consider while choosing appropriate CRM system is following. The final part deals with a market development trends of CRM systems and selected descriptions of specific CRM products. There is also a glossary, which summarizes and explains most of the technical terms used in this elaboration.