diplomski projekt
Avalon Ivanuša (Author), Simona Sternad (Mentor)

Abstract

V današnjem tekmovalnem poslovnem okolju se velika večina podjetij zaveda, da bolj kot bodo ohranjala in poglabljala odnose s svojimi obstoječimi strankami in skušala pri tem pridobiti tudi nove, bolj bodo postala uspešna. Vendar pa se s to razlago ne strinjajo vsi. Ogromno mikro podjetij se še kljub tako razviti tehnologiji in s prakso podkrepljenimi teoretičnimi trditvami upira nečemu novemu in nepoznanemu, saj se bojijo sprememb. Zaradi oklevanja, da bi prenovila svoje poslovne procese in jih informatizirala z novo programsko opremo, s katero bi lahko izboljšala odnose s svojimi strankami, kakor tudi povečala svoje poslovanje, pa raje izgubljajo igro proti velikim podjetjem, ki prevladujejo na trgu. V teoretičnem delu diplomskega projekta smo najprej definirali, kaj je bistven pomen prenove poslovnih procesov v podjetju in kakšno vlogo ima pri tem informacijska tehnologija, nato smo opredelili CRM sistem, njegove koristi za mikro podjetja ter postopke uvajanja CRM sistema v podjetje. V drugem, praktičnem delu pa smo se osredotočili na konkretno mikro podjetje, analizirali obstoječi poslovni proces ter predlagali izboljšave. Prav tako smo iz nabora ponudnikov CRM sistemov skušali ugotoviti, kateri bi bil na podlagi opredeljenih potreb in zahtev izbranega mikro podjetja najbolj primeren za uvedbo.

Keywords

mikro podjetja;poslovni procesi;prenova procesov;upravljanje odnosov s strankami;CRM;sistemi;informacijske rešitve;ponudniki;izbira;analiza;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [A. Ivanuša]
UDC: 004.4:658.89
COBISS: 12882972 Link will open in a new window
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Downloads: 82
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Other data

Secondary language: English
Secondary title: ǂThe ǂprocess of selecting a CRM system in a micro company
Secondary abstract: In today's competitive business environment, most companies realize that the better they can maintain and deepen relationships with their existing customers and try to seek for new ones, the more successful they will become. However, this interpretation is not shared by all. Many micro companies are still, despite the technology and practice underpinned by theoretical arguments, resistant when it comes to something new and unknown, because they fear change. Due to hesitations to redesign their business processes with new informational software thus improving relationships with customers as well as their business, they are rather losing the game towards big companies that are dominating the market. In the theoretical section of the diploma thesis, we first define what is the essential meaning of business process redesign and what kind of role does informational technology has in it, then we move to identifying the CRM system and its benefits for micro companies. In the second, practical part, we are focusing on a specific micro company, that we have select, analyzing its business processes and suggesting improvements. From the set of CRM suppliers, we are also trying to figure out which one would be the most suitable for the selected micro company, based on their expressed needs and requirements.
Secondary keywords: micro company;business processes;business process redesign;CRM system;analysis and the selection of CRM system suppliers;
URN: URN:SI:UM:
Type (COBISS): Diploma project paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: II, 47 str.
ID: 10842035