Návrh CRM systému pro farmaceutickou společnost

This bachelor thesis is focused on information system CRM - Customer Relationship Management. The main goal of this work is to analyse the needs of pharmaceutical companies on the information system CRM and its fallowing selection according to specific requirements of company LADEEPHARMA CZECH s.r.o., hereinafter LADEEPHARMA CZECH. The selection procedure of CRM system consists of a series of necessary steps. First were analysed existing state of society LADEEPHARMA CZECH and needs of its workers. Based on the requirements and employees consulting was established selection criteria and their weights based on multi-criteria decision making. Then the three best of breed systems were selected. These systems have been carefully analysed and evaluated by two employees of the company and the author of the work. The results were compared and the final evaluation recommended product in which the firm should choose to implement and then to invest. The contribution of this thesis is to demonstrate the procedure for selecting a CRM system for a small pharmaceutical company, which starts from the analysis of the current state, defining their needs, specification of appropriate criteria and selection of optimal solutions with a multi-criteria evaluation. The theoretical part is devoted to the basic principles of CRM. This section describes the history of the CRM architecture, benefits for the company and its employees, and what the options for the acquisition of CRM systems are. The practical part is dedicated to specific needs of the pharmaceutical industry and company analysis LADEEPHARMA CZECH with fallowing procedure to select optimal CRM solution.