Systematic Project Management of the Tender Process with CRM Elements in EU Target Markets: A Case Study of LEDINEK ENGINEERING d.o.o

In the era of comprehensive business globalisation, the content, form and transparency of an offer are of essential importance for meeting customer needs. The fast pace of business life allows customers increasingly less time for thorough analysis of offers and detailed comparison. The aim of the diploma thesis was to determine what customers actually want. How satisfied or dissatisfied they are with the existing form and content.

Problem

In the era of comprehensive business globalisation, the content, form and transparency of an offer are of essential importance for meeting customer needs.

Solution and Method

The fast pace of business life allows customers increasingly less time for thorough analysis of offers and detailed comparison. It is all the more important that offers are clear, sensibly structured and enable customers to quickly grasp the summary, easily understand competitive advantages and appreciate practicality.

Results

The aim of the diploma thesis was to determine what customers actually want. How satisfied or dissatisfied they are with the existing form and content. We were interested in how customers perceive our offer, what impression it leaves on them, and above all, what we can do better to make their offer more user-friendly and useful.

The basic assertion of the diploma thesis is that it is possible to make the form and content of an offer more customer-friendly, more useful and thereby more competitive. For the theoretical part of the diploma thesis, literature and online data on CRM were used, internal data from the company Ledinek Engineering d.o.o. and data about the company Ledinek Engineering d.o.o. from the company's website. The basis of the empirical part of the thesis are the results of a survey that was conducted using a questionnaire translated into three languages. The questionnaire was sent to key customers of the company.

The survey was used to conduct primary research, which was carried out by sending questionnaires in electronic form. The sending and collection of results took place in the period from 2005 to 2011.