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ID number:904977
Published: 08.05.2007.
Language: English
Level: College/University
Literature: 4 units
References: Not used
Table of contents
Nr. Chapter  Page.
  Introduction    3
  About company    4
  Customer relationship management    5
  Implementing CRM    5
  Improving Customer Relationships    5
  Uses of CRM    6
  CRM Architecture    6
  Technical Considerations    9
  Privacy and Ethical Concerns    9
  SAP    10
  Oracle    11
  Application of MIS in Telefonica Czech    12
  Platform    12
  Used software in overview    12
  CRM Siebel in detail    16
  Sources    23
  Enclosures    24

We are trying to introduce you current software applications which are somehow connected with Management information systems in Telefonica Czech in these papers.

At first we will introduce you some basic information about company itself, then you can find many useful information regarding platforms, which are used in core applications like SAP and Oracle systems.

Main part is focused on detail view of CRM Siebel. We will have a closer look to its features, structure, advantages and disadvantages. This application integrates many processes in the company Telefonica Czech and plays the key role in storing, analyzing and giving customer’s data and statistics.
Telefónica is one of the world's top telecommunications companies. Telefónica is the leading operator in the Spanish and Portuguese speaking markets, with access to more than 550 millions potential clients, and the sixth largest operator in the world in terms of market capitalization. Its activities are centered mainly on the provision of fixed and mobile telephony services, having broadband as a key tool for the development of both businesses.

The company has a significant presence in 15 countries and has operations in approximately 40. Telefónica has a strong presence in Latin America, where the company operates in eight countries. In Latin America, which stands as the company’s natural market, Telefónica enjoys a clear leadership and concentrates its growth strategy. Nowadays Telefónica provides services in such European countries: Austria, Belgium, Czech Republic, Denmark, France, Germany, Netherlands, Ireland, Italy, Poland, Portugal, Spain, • Sweden, Switzerland, United Kingdom. In America: Argentina, Brazil, Canada, Chile, Colombia, Costa-Rica, Dominican Republic, Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Peru, Puerto Rico, United States, Uruguay, Venezuela and in three other countries: Australia, Morocco, South Africa. Telefónica total client base exceeds 100 million, of which 55% are coming from the Latin American region. …

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