Implementace CRM systému v prostředí neziskové organizace

The diploma thesis deals with the topic of CRM system implementation in non-profit organization environment. The introduction defines the basic topics such as processes, non-profit organizations, CRM or process modelling. Understanding of these terms is a basic prerequisite for the following chapters. The thesis also deals with the characteristics of the non-profit organization Centrum MARTIN o.p.s. and the detailed analysis of business processes, the output of which are described processes in the form of RACI matrices and analysis of the systems and IT technology, the output of which is a detailed view of the company's IT architecture. The main part of the thesis focuses on the issue of CRM solutions, supplier analysis and subsequent implementation of the system into a non-profit organization. The conclusion summarizes the delivered functionalities of the CRM system and evaluates it against the original requirements of a non-profit organization.