Primerjalna analiza oblačnih CRM rešitev Salesforce, HubSpot in MS Dynamics 365 Customer Engagement

magistrsko delo

Matic Kocbek (Author), Simona Sternad (Mentor)

Abstract

Vse več podjetij seli svoje aplikacije in storitve v oblak. Prehod na računalništvo v oblaku je bil eden najpomembnejših tehnoloških trendov zadnjih nekaj let. Dandanes za podjetja ni več ključno vprašanje izbrati oblak ali ne, ampak kako čim hitreje tja. Podjetja v različnih panogah posodabljajo svoje podatkovne platforme, da bi hkrati izkoristila novodobne aplikacije in napredno analitiko, medtem ko svoje podatke selijo v oblak. Pandemija COVID-19 je tudi eden izmed faktorjev, ki je povečala uporabo oblaka. COVID in nestabilno gospodarstvo sta veliko pripomogla pri pospeševanju k bolj digitalnemu poslovanju, ki bi podjetjem omogočilo, da se lažje odzovejo na spreminjajoče se okoliščine. Storitve v oblaku podjetjem pomagajo, da so sposobna preživeti, ter ostanejo povezana s svojimi strankami in partnerji. Storitve v oblaku so postala za podjetja ''nova normalnost'' in rast se bo nadaljevala saj se tudi vedno več vlaga v digitalno preobrazbo. CRM rešitve, ki omogočajo celovit pogled nad strankami in upravljanje odnosov z njimi, so ključnega pomena za podjetja, da vzdržujejo kakovostne odnose s strankami. V magistrskem delu smo v poglavju Upravljanje odnosov s strankami predstavili zgodovino CRM rešitev, značilnosti, prednosti, njihovo arhitekturo, trende, glavne predstavnike rešitev ter zakaj se vedno več podjetij odloča za CRM rešitve v oblaku. V poglavju Računalništvo v oblaku smo med drugim podrobneje opisali kakšne so prednosti in slabosti ter zakaj uporaba oblaka za podjetja predstavlja manjše stroške kot lokalne rešitve. V naslednjih treh poglavjih smo predstavili izbrane tri rešitve, njihove aplikacije, prednosti in funkcionalnosti, ki jih ponujajo. V zadnjem praktičnem poglavju Primerjalna analiza oblačnih CRM rešitev, smo naredili primerjalno analizo vseh treh rešitev glede na razlike v samih uporabniških vmesnikih, delovanje na mobilnih napravah, razlike v cenah in funkcionalnostih, ki jih ponujajo posamezni paketi ter ocenah uporabnikov.

Keywords

računalništvo v oblaku;poslovna informatika;informacijske rešitve;upravljanje odnosov s strankami;CRM;primerjalna analiza;

Data

Language:	Slovenian
Year of publishing:	2022
Typology:	2.09 - Master's Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	M. Kocbek
UDC:	004.77
COBISS:	110230019
Views:	101
Downloads:	8
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Comparative analysis of cloud CRM solutions Salesforce, HubSpot and MS Dynamics 365 Cutomer Engagement
Secondary abstract:	More and more companies are moving their applications and services to the cloud. The transition to cloud computing has been one of the most important technological trends of the last few years. Nowadays, the key question for companies is no longer to choose the cloud or not, but how to get there as quickly as possible. Businesses in various industries are updating their data platforms to take advantage of state-of-the-art applications and advanced analytics while migrating their data to the cloud. The COVID-19 pandemic is also one of the factors that has increased cloud use. COVID and the volatile economy have done much to accelerate digital business, enabling companies to respond more easily to changing circumstances. Cloud services help companies survive and stay connected with their customers and partners. Cloud services have become a "new normality" for companies and growth will continue as more and more is invested in digital transformation. CRM solutions that provide a holistic view of customers and manage customer relationships are critical for companies to maintain quality customer relationships. In the master's thesis, in the chapter Customer Relationship Management, we presented the history of CRM solutions, characteristics, advantages, their architecture, trends, key solutions and why more and more companies are opting for cloud CRM solutions. In the Cloud Computing section, we described in more detail, among other things, the advantages and disadvantages and why using the cloud for companies represents lower costs than local solutions. In the next three chapters, we presented the selected three solutions, their applications, advantages and functionalities they offer. In the last practical chapter Comparative analysis of cloud CRM solutions, we made a comparative analysis of all three solutions according to differences in user interfaces, operation on mobile devices, differences in prices and functionalities offered by individual packages and user ratings.
Secondary keywords:	Customer Relationship Management;Cloud CRM Solutions;Cloud Computing;Salesforce;Hubspot;Microsoft Dynamics 365 CE;
Type (COBISS):	Master's thesis/paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	V, 96 str.
ID:	14653885