Kritični dejavniki uspeha pri uvajanju rešitve za upravljanje odnosov s strankami

magistrsko delo

Sabina Majcen (Author), Simona Sternad (Mentor)

Abstract

Da pa bi CRM rešitev bila v podjetju uspešno uvedena, sprejeta in kasneje tudi uporabljena pa moramo paziti na kritične dejavnike uspeha, ki ji lahko opredelimo tudi kot nekakšne nujne aktivnosti v podjetju pri uvedbi rešitve CRM. V nalogi smo preučili teoretično ozadje CRM rešitve in kasneje izdelali tudi model skozi katerega smo preverili tudi pomembnost kritičnih dejavnikov uspeha glede na velikost podjetja, glede na način uvedbe CRM rešitve in glede na faze uvajanja CRM rešitve.

Keywords

odnosi s strankami;CRM;dejavniki uspeha;informacijska tehnologija;modeli;

Data

Language:	Slovenian
Year of publishing:	2019
Typology:	2.09 - Master's Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[S. Majcen]
UDC:	004.77:658.89
COBISS:	13462044
Views:	857
Downloads:	113
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	ǂThe ǂcritical sucess factors in customer relationship management implementation
Secondary abstract:	However, for a CRM solution to be successfully implemented, accepted, and deployed in the enterprise, we need to look at the critical success factors that can be defined as necessary activities in the enterprise to implement the CRM solution. In this paper, we examined the theoretical background of the CRM solution and later developed a model to examine the importance of critical success factors based on the size of the organisation, the way the CRM solution was implemented, and the phases of CRM implementation.
Secondary keywords:	Customer Relationship Management;Critical Success Factors;Way of Implementation;Size of Company;Implementation of CRM ;
Type (COBISS):	Master's thesis/paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	V, 70 str.
ID:	11234030