Primerjava CRM rešitev Microsoft Dynamics CRM in Salesforce

delo diplomskega projekta

Maša Sušec (Author), Simona Sternad (Mentor)

Abstract

Poslovno življenje je iz dneva v dan bolj dinamično in zahteva vedno večjo tehnološko podporo. V preteklosti tehnološke podpore skoraj ni bilo. Poslovneži so v veliki meri uporabljali princip papirnega poslovanja. Danes bi to povzročilo mnogo težav, saj enostavno ni več možno voditi podjetja brez tehnološke podpore. Zasluga k temu gre h današnjemu svetu podatkov. Namreč, ljudje za sabo puščamo vedno večjo sled podatkov, ki pa lahko podjetju v veliki meri pripomore k izboljšanju svojega poslovanja. Ni več možno, da bi vse te podatke spravili na papir in zato so se začela pojavljati podjetja, ki ponujajo vrhunske programe, ki omogočajo zajem in jasen pregled nad podatki strank nekega podjetja. V primeru upravljanja odnosov s strankami so to programi za upravljanje odnosov s strankami ali tako imenovane CRM rešitve (angl. Customer Relationship Management). Stranke so največje bogastvo vseh podjetij. Zato je pomembno, da jim ustrežemo na vse možne načine, saj navsezadnje v podjetje prinašajo denar. Ceneje je, da podjetja vzdržujejo stike z lojalnimi strankami kot pa, da se samo fokusirajo na pridobivanje novih strank. In tukaj govorimo o konceptu upravljanja odnosov s strankami. Če želimo stranki ponuditi najboljšo opcijo, ki je prilagojena za njo, je potrebno beležiti vse interakcije s to stranko in podatke o njej. Če bo stranka videla, da se za njo trudimo in ji dajemo boljše opcije kot pa konkurenca, bo zagotovo ostala lojalna pri nakupu izdelka ali storitve, ki ga/jo podjetje ponuja. Na svetu je namreč ogromno programov za upravljanje odnosov s strankami (torej CRM rešitev), ki so pri tem v pomoč. Izmed vseh, smo v diplomskem delu izpostavili dva največja tekmovalca in sicer Microsoft Dynamics CRM in Salesforce. Oba sta dodelana in podpirata mnogo funkcionalnosti, ki jih vsako podjetje potrebuje za upravljanje svojih strank. Vendar je pri odločanju za enega ali drugega še vedno nekaj ključnih razlik.

Keywords

poslovna informatika;informacijske rešitve;upravljanje odnosov s strankami;CRM;programska oprema;elektronsko poslovanje;

Data

Language:	Slovenian
Year of publishing:	2019
Typology:	2.11 - Undergraduate Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[M. Sušec]
UDC:	004.77
COBISS:	13501212
Views:	578
Downloads:	126
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Comparison of CRM solutions Microsoft Dynamics CRM and Salesforce
Secondary abstract:	Day by day, business life is becoming more dynamic and requires more and more technological support. There was almost no technological support in the past. Businessmen used paper to conduct business to a large extent. Today, this would cause many problems, as it is simply no longer possible to lead a company without technological support. The credit goes to today's world of data. Namely because, people leave behind an increasing amount of data tracks, which can to a large extent, help companies improve their business. It is no longer possible to put all of this information on paper, and therefore companies that offer top-notch programs, which enables businesses to capture all of that data and enables them to have a clear overview of the data of their clients, began to appear. In the case of customer relationship management, these are customer relationship management programs, or so-called CRM solutions (Customer Relationship Management). Customers are the greatest wealth of every company. It is therefore important that we take care of them in all possible ways, since ultimately, they bring money into the company. It is cheaper that companies maintain contact with loyal customers rather than focusing on just getting new ones. And that is the concept of customer relationship management. If we want to offer the best option to the customer, which is personalized just for them, it is necessary to record and take note of all interactions with that customer and the information that they leave behind. If the customer sees that the company is working hard and giving them better options than any other competitors, they will definitely remain loyal when it comes to buying the product or service that the company is offering. There is a huge amount of customer relationship management programs (CRM solutions) in the world right now, which are a great help at achieving this. Amongst all, we highlighted the two biggest competitors: Microsoft Dynamics CRM and Salesforce. Both are top-notch programs and both support many functionalities that each company needs to manage their clients. However, there are still some key differences in deciding for one or the other.
Secondary keywords:	customer relationship management;CRM;business software;clients;e-business;
Type (COBISS):	Diploma project paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	II, 46 str.
ID:	11218909