publication . Master thesis . 2011

Current and future trends in cloud CRM

Nemček, Sebastian;
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  • Published: 01 Jan 2011
  • Publisher: Vysoká škola ekonomická v Praze
  • Country: Czech Republic
Abstract
The diploma thesis is committed to mapping CRM applications available in cloud and trends within. The goal is to describe what CRM is, how it evolved into Cloud CRM, analyze main differences between the two approaches and analyze trends that can be observed in CRM market and CRM applications. This is coupled with description of the most common CRM solutions and products available both on-premises as well as on-demand. In the first part, the thesis introduces theory behind Customer Relationship Management and its different understanding by various authors. It also describes the most common functionality of CRM. The second part explores the world of CRM applicatio...
Subjects
ACM Computing Classification System: ComputerApplications_COMPUTERSINOTHERSYSTEMSComputingMilieux_MANAGEMENTOFCOMPUTINGANDINFORMATIONSYSTEMSInformationSystems_INFORMATIONSYSTEMSAPPLICATIONSInformationSystems_DATABASEMANAGEMENT
free text keywords: Cloud CRM; Customer Relationship Management; trendy v CRM; cloud computing; Riadenie vzťahov so zákazníkmi; SaaS; CRM trends; Social CRM; CRM
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