delo diplomskega projekta
Nastja Demirovič (Author), Simona Sternad (Mentor)

Abstract

Na svetu je danes ogromno podjetij, zato je za dobro poslovanje podjetja bistvena komunikacija in grajenje odnosa s strankami. Cilj podjetij je vzpostavitev zvestobe kupcev in preoblikovanje enkratnih kupcev podjetja v njihove redne stranke. Ne glede na to za kakšno podjetje gre, bodisi za podjetje ki je odvisno od vzdrževanja stalne baze strank ali prodajnega mesta ki želi, da se stranke vedno znova vračajo, je cilj podjetja vzpostavitev in vzdrževanje zveste skupine strank. To je bistvenega pomena za dolgoročni uspeh podjetja. Podjetjem pa na današnjem konkurenčnem trgu ni dovolj samo uporaba CRM rešitev, zato se vedno več podjetij odloča, da svoje CRM rešitve integrira s GIS sistemi. To je pomembno predvsem zaradi tega, ker so GIS sistemi pomembna lastnost raznih dejavnosti, strategij in načrtov podjetij in integracija teh dveh podjetjem pomaga dobiti globlje vpoglede, preden sprejmejo pomembnejše odločitve. Vključevanje GIS sistemov v CRM rešitve je v današnjem času nujen dejavnik uspešnosti podjetij, saj oba orodja pomagata organizacijam, da izkoristijo prostorske vidike svojih poslovnih podatkov. V prvem delu diplomskega dela smo najprej opredelili definicijo CRM rešitev, oziroma rešitev za upravljanje odnosov s strankami, predstavili njegove osnovne značilnosti, vlogo, vrste rešitev, zgodovino, arhitekturo ter predstavnike. Predstavili smo tudi prednosti uporabe CRM rešitev v podjetju. Drugi del naloge smo posvetili tudi geografskim informacijskim sistemom (GIS), smo jih opredelili, predstavili njegove osnovne značilnosti, vlogo, zgodovino, arhitekturo ter predstavnike. Osredotočili smo se tudi na integracijo teh dveh, kar smo kasneje v nalogi povezali s praktičnim delom, ter prikazali integracijo GIS sistema s CRM rešitvami. Prikazali smo dve že izvedeni integraciji in sicer integracijo SAP Geographic Enablement Framework (SAP Geo Framework) ter integracijo Esri in SAP.

Keywords

informacijski sistemi;informacijske rešitve;CRM;upravljanje odnosov s strankami;integracija;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [N. Demirovič]
UDC: 004.77
COBISS: 37908739 Link will open in a new window
Views: 428
Downloads: 40
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Other data

Secondary language: English
Secondary title: Integration of geographical information system (GIS) with CRM solutions
Secondary abstract: Today there are more and more companies in the world, so it is essential for companies that they have a good customer realationship management. The goal for a successfull compay is to enable customer loyalty in transforming each individual customer of the company into their regular customers. No matter what kind of company it is, whether a company that depends on maintaining regular base customers, the goal is that the customer repeatedly comes back to this company and becomes their loyal customer, which is essential for the long-term success of the company. Because of how much competition their is on the market it is not enough for companies to use only CRM solutions. More and more companies decide to integrate their CRM solutions with GIS systems. An important result of this integration is that GIS systems are important for business planning strategies and the integration of these two have helped entrepreneurs to gain geographical insights. The integration of GIS systems into CRM solutions is nowadays a necessary factor in business success. In the first part of this thesis project, we defined the definition of CRM, presented its basic assessments, results, types of solutions, history, architectures and representatives. We also presented the possibilities of using CRM solutions in the company. The second part of the thesis was also dedicated to geographic information systems (GIS), which we defined, presented their basic characteristics, works, history, architectures and representatives. We also focused on the integration of these two, so that later we connected the tasks with practical deviations and we showed the integration of the GIS system with CRM solutions. We have shown two integrations already included in the SAP Geographic Enablement Framework (SAP Geo Framework) and included Esri in SAP.
Secondary keywords: CRM (Costumer Realtionship Management);CRM solutions;GIS (Geographical Information System);GIS systems;geo-data;integration;
Type (COBISS): Diploma project paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 36 str.
ID: 11859688