magistrsko delo
Marko Bauman (Author), Samo Bobek (Mentor)

Abstract

Izjemen razvoj družbenih omrežij na svetovnem spletu je spremenil upravljanje odnosov s strankami. Podjetja so hitro ugotovila, da ogromno število uporabnikov družbenih omrežij ne predstavlja priložnosti samo za krepitev njihovih blagovnih znamk, pač pa prispeva tudi k boljši komunikaciji s strankami, poslušanju želja in predlogov, odzivu v primeru nezadovoljstva itd. Vse to pa vpliva na boljše medsebojne odnose s stranko, večje zaupanje ter posledično dolgoročne odnose. V magistrskem delu smo podrobneje raziskali vpliv družbenih omrežij na odnose podjetja s svojimi strankami. Najprej smo definirali tradicionalni sistem, CRM v oblaku, nato smo se posvetili še analizi posameznih družbenih omrežij ter koristim njihove poslovne uporabe. Nato smo se podrobneje posvetili povezavi tradicionalnega CRM in družbenih omrežij ter definirali strategijo Social CRM. V zadnjem delu magistrskega dela pa smo analizirali posamezne primere uporabe in opisali postopek uvedbe informacijske rešitve za Social CRM. Podjetja so od nekdaj želela biti tam, kjer so njihove stranke. Zato ne preseneča dejstvo, da se trudijo s strankami vzpostaviti čim bolj pristen odnos tudi v družbenih omrežjih. Danes imamo na voljo precej programskih rešitev, ki s pomočjo družbenih omrežij podjetjem na različne načine pomagajo bolje upravljati odnose s svojimi strankami.

Keywords

računalništvo;računalništvo v oblaku;mediji;družbena omrežja;socialna omrežja;CRM;odnosi s strankami;

Data

Language: Slovenian
Year of publishing:
Source: Maribor
Typology: 2.09 - Master's Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [M. Bauman]
UDC: 004.7:658.89
COBISS: 11408924 Link will open in a new window
Views: 1750
Downloads: 288
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Other data

Secondary language: English
Secondary title: Connecting social networks and solutions for customer relationship management (CRM)
Secondary abstract: Exceptional development of social networks in the web has changed the way companies manage customer relationships. They soon realized that great number of social networks users not only strengthen their trademarks but also contribute to better communication with customers, social listening and negative feedback etc. All these affect customer relationships, customers' trust and long-term relationships. In the Master's Thesis the influence of social networks on the customer relationships was examined. At first, the traditional CRM system and cloud CRM were defined, and then individual social networks and their benefits for companies were analyzed. Furthermore, the connection between the traditional CRM and social networks was studied in detail and the strategy of Social CRM was defined. At the end of the thesis, particular examples of application in companies were analyzed and the integration of IT solution for Social CRM was described. Companies have always wanted to be near their customers. It is not surprising that they strive to establish genuine relationship with customers also in social networks. Nowadays, many different software solutions are offered, which in many ways help companies to better manage customer relationships.
Secondary keywords: CRM;social networks;Social CRM;social media;
URN: URN:SI:UM:
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 77 str.
Keywords (UDC): science and knowledge;organization;computer science;information;documentation;librarianship;institutions;publications;znanost in znanje;organizacije;informacije;dokumentacija;bibliotekarstvo;institucije;publikacije;prolegomena;fundamentals of knowledge and culture;propaedeutics;prolegomena;splošne osnove znanosti in kulture;computer science and technology;computing;data processing;računalniška znanost in tehnologija;računalništvo;obdelava podatkov;computer communication;computer networks;računalniške komunikacije;računalniška omrežja;applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;communication and transport industries;accountancy;business management;public relations;komunikacije in transport;knjigovodstvo;poslovni menedžment;stiki z javnostjo;business management;administration;commercial organization;poslovni menedžment;administracija;komercialna organizacija;marketing;sales;selling;distribution;prodaja;distribucija;
ID: 79440