Vpliv CRM in IP telefonije na logistične procese

diplomsko delo

Gregor Bračko (Author), Klavdij Logožar (Mentor)

Abstract

V diplomskem delu smo opisali posredni vpliv CRM in IP telefonije na logistične procese. V prvem delu naloge smo podrobneje predstavili posamezne pojme logistike in informacijskih sistemov. V drugem delu smo predstavili CRM sistem in njegov razvoj, ki v središče dogajanja postavlja stranko oz. naročnika, ki je za razvoj in obstoj podjetja na trgu ključnega pomena. Bistvo koncepta CRM je spremenjen pogled na stranko, z upoštevanjem njenih potreb, želja in zahtev. V tretjem delu smo predstavili delovanje in ponudbo IP telefonije. V nalogi je prikazana IP telefonija kot način izvajanja koncepta CRM. V zadnjih letih so cene IP telefonije upadle, zato je bolj dostopna manjšim in srednje velikim podjetjem, ter tako hitro povrne investirana sredstva in prinese veliko novih funkcionalnosti. V zadnjem delu diplomske naloge smo predstavili integracijo obeh sistemov CRM in IP telefonije, našteli njune prednosti in slabosti, ter opisali njihov posreden vpliv na logistične procese. Na koncu naloge je opisana še integracija Cisco IP telefonije in Microsoft Dynamics CRM sistema.

Keywords

poslovni proces;logistika;informacijski sistemi;telefon;CRM;delovanje;odnosi s strankami;strategija;izdelki;skladiščenje;management;mreže;elektronsko poslovanje;informacijska tehnologija;prenova;informatika;orodja;programi;rešitve;integracijski procesi;uporaba računalnika;računalništvo;software;programska oprema;procesna informatika;modeliranje;vodenje;informacije;modeli;pretok informacij;upravljanje;poslovno okolje;Slovenija;podpora;računalniške mreže;

Data

Language:	Slovenian
Year of publishing:	2010
Source:	Maribor
Typology:	2.11 - Undergraduate Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[G. Bračko]
UDC:	658.785/.788(043.2)
COBISS:	10338332
Views:	2353
Downloads:	255
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	ǂThe ǂimpact of CRM and IP telephony on logistics processes
Secondary abstract:	In this diploma we have described the indirect impact of CRM and IP telephony on logistics processes. In the first part of my diploma we have in detail presented parts of logistics and information systems. In the second part we have presented the CRM system and his development which places the customer in the middle of management and is the key of development and existence of companies. The CRM concept is the new view on the customer with considering their needs, requests and demands. In the third part of my diploma we have described the technology and offers for IP telephony. IP telephony in this work is presented as the way of performing the CRM concept. In the last years the prices for IP telephony droped and therefore it is more affordable for small and medium sized companies. The time for return on investments is shorter and it brings new functionalities to bussines processes. In the last part of my diploma we have described the integration of CRM and IP telephony, presented the advantages and disadvantages and described the indirect impact of the integration on logistics processes. At the end of the work is decribed the integration of Cisco IP telephony and Microsoft Dynamics CRM system.
Secondary keywords:	logistics;logistic processes;information systems;customer relationship management;IP telephony;database;CRM and IP telephony integration;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	64 str.
Keywords (UDC):	applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;communication and transport industries;accountancy;business management;public relations;komunikacije in transport;knjigovodstvo;poslovni menedžment;stiki z javnostjo;business management;administration;commercial organization;poslovni menedžment;administracija;komercialna organizacija;buying;purchasing;procurement;management of stock;kupovanje;nabava;upravljanje z zalogami;
ID:	1011217