analiza primera
Urška Jurkovič (Author), Igor Perko (Mentor)

Abstract

Zaradi velikega števila podjetji so morala podjetja spremeniti svoje poslovanje če so hotela na trgu ostati konkurenčna. V Sloveniji prevladujejo majhna in srednje velika podjetja (SMEs). Rast števila strank skozi čas je podjetja prisilila, da so začela implementirati rešitve za upravljanje odnosov s strankami, ki omogočajo zbiranje in hranjenje podatkov na enem mestu. Posledično omogoča dostop do teh podatkov vsem zaposlenim v podjetju. V teoretičnem delu diplomskega projekta je opisana rešitev za upravljanje odnosov s strankami, definicija, kaj so koristi, kdo so ponudniki, implementacija rešitve, poslovni procesi in življenjski cikel strank. Prav tako je opisana pravna opredelitev majhnih podjetij v Sloveniji in v Evropi, s poudarkom na majhnih podjetjih. V praktičnem delu sem analizirala majhno podjetje, ki se zanima za implementacijo rešitve za upravljanje odnosov s strankami. Nato sem analizirala ponudnika rešitve, ki so primerne za SMEs. Na koncu sem izvedla primerjalno analizo, da bi ugotovila ali je rešitev, ki temelji na lastnostih majhnega podjetja, primerna.

Keywords

mala podjetja;odnosi s strankami;upravljanje odnosov s strankami;CRM;rešitve;poslovna informatika;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [U. Jurkovič]
UDC: 004.77:658.89
COBISS: 13154844 Link will open in a new window
Views: 766
Downloads: 92
Average score: 0 (0 votes)
Metadata: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Other data

Secondary language: English
Secondary title: Customer relationship management for a small company
Secondary abstract: Due to the large competition, companies had to change their business models to remain successful on the market. In Slovenia small and medium sized enterprises (SMEs) are predominant. Growth in the number of customers over time has forced companies to implement solution customer relationship management (CRM) that enable collection and storage of customer related data in one place. Consequently, CRM provides access to this information to all employees in the company. In the theoretical part of the thesis, the customer relationship management solution is described, we elaborate on what are the benefits, who are the providers, how to approach the implementation of CRM solution, which business processes it supports, and what is the life cycle of the customer. The legal definition of small businesses in Slovenia and Europe is explained, focusing on theoretical perspective on small companies. In the practical part, I analysed properties of a small business that is interested in implementing a customer relationship management solution. Then I analysed a CRM solution, noted to be appropriate for SMEs. Finally, I executed a comparative analysis to determine whether the solution based on the properties of a small company is appropriate.
Secondary keywords: customer relationship management (CRM);CRM solution;Intrix CRM;small business;
URN: URN:SI:UM:
Type (COBISS): Diploma project paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 32 str., 3 str. pril.
ID: 10956278