Customer Relationship Management

The Master's Thesis deals with Customer Relationship Management. The aim is to describe and analyze the CRM in a particular company and make suggestions for improvement. The Master's Thesis is divided into two parts, theoretical and practical. The theoretical part explains the theoretical knowledge of CRM. In the practical part is described and analyzed the mode of operation of the company T-Mobile with a focus on CRM. Theoretical basis is based on the available literature and other information sources. The practical part is based on interview with the company employee, customers and internal documents of the company