diplomsko delo
Gabrijela Stipetić (Author), Tatjana Kozjek (Mentor)

Abstract

Organizacije, ki spremljajo potrebe strank ali tako imenovane na stranke osredotočene organizacije, so običajno bolj uspešne kot organizacije, ki se pomena upravljanja odnosov s strankami ne zavedajo. Dolgoročno povezovanje s strankami namreč omogoča njihovo zvestobo in ohranjanje njihovega zadovoljstva. Namen diplomskega dela je bilo ugotoviti kakšno je mnenje zaposlenih glede uvedbe sistema upravljanja odnosov s strankami v organizaciji Kefo, d. o. o. Raziskava je bila izvedena z metodo anketiranja. Ugotoviti se je želelo, kako bi po mnenju zaposlenih uvedba sistema vplivala na komuniciranje in odnose s strankami. V okviru raziskave je bilo ugotovljeno, da imajo zaposleni v splošnem pozitivno mnenje glede uvedbe sistema v organizacijo ter, da bo njegova uvedba izboljšala komuniciranje in odnose s strankami. Saj so le dobro poznavanje strank, hitra odzivnost, dobra strokovna podpora in zagotavljanje prilagojenih storitev, dober temelj, da ima organizacija zveste stranke. Za organizacijo je pomembno, da se zaposleni seznanijo z delovanjem sistema upravljanja odnosov s strankami. Predlaga se organiziranje izobraževanj in delavnic za zaposlene ter izgradnje pozitivnega odnosa zaposlenih do uvedbe novega načina dela in razmišljanja v organizaciji.

Keywords

CRM;organizacija;stranke;storitve komunikacija;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UL FU - Faculty of Administration
Publisher: [G. Stipetić]
UDC: 005.72:005.74:005.962:316.65:005.52
COBISS: 55088899 Link will open in a new window
Views: 417
Downloads: 135
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Other data

Secondary language: English
Secondary title: Analysis of employees' opinions on the introduction of a customer relationship
Secondary abstract: Organizations that monitor customer needs or so-called customer-focused organizations are usually more successful than organizations that are unaware of the importance of customer relationship management. Long-term connection with customers enables their loyalty and maintaining their satisfaction. The purpose of the diploma thesis was to determine the opinion of employees regarding the introduction of a customer relationship management system in the organization Kefo, d. o. o. The research was conducted using a survey method. We wanted to find out how, according to the employees, the introduction of the system would affect communication and customer relations. The research found that employees generally have a positive opinion about the introduction of the system in the organization as well as that its introduction will improve communication and customer relations, as only good customer knowledge, quick response, good professional support and providing customized services, a good foundation for a loyal customer organization to have. It is important for the organization that employees become familiar with the operation of the customer relationship management system. The proposed improvements are the organization of trainings and workshops for employees and the building of a positive attitude of employees towards the introduction of a new way of working and thinking in the organization.
Secondary keywords: CRM;organization;customers;communication services;
Type (COBISS): Bachelor thesis/paper
Study programme: 1000530
Embargo end date (OpenAIRE): 1970-01-01
Thesis comment: Univ. v Ljubljani, Fak. za upravo
Pages: VIII, 45 str.
ID: 12625092
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