Primerjalna analiza CRM rešitev v oblaku povezanih z družbenimi omrežji

magistrsko delo

Primož Rok Puppis (Author), Samo Bobek (Mentor)

Abstract

Dejstva, kot so naraščanje konkurence in preprosto prehajanje strank h konkurenci, so podjetja prisilila, da se strankam posvetijo bolj kot kadarkoli prej. Večina podjetij upravlja odnose s strankami s pomočjo CRM-informacijskih rešitev. Razvoj informacijske tehnologije je bliskovit in pri tem niso izjema niti CRM-rešitve. V zadnjem času so med podjetji postale priljubljene predvsem CRM-rešitve v oblaku, ki omogočajo povezavo z družbenimi omrežji. Priljubljenost takšnih rešitev je razumljiva, saj podjetjem omogočajo, da svoje stranke spremljajo na družbenih omrežjih in z njimi prek njih tudi komunicirajo. V magistrskem delu se tako posvetimo primerjalni analizi CRM-rešitev v oblaku, povezanih z družbenimi omrežji. V prvem sklopu podrobneje obravnavamo področje CRM-rešitev. V drugem sklopu se osredotočimo na družbena omrežja, v tretjem sklopu pa na računalništvo v oblaku, saj je nujno, da bralcu pred analizo rešitev predstavimo posamezna področja. V četrtem sklopu so na splošno predstavljena izbrana podjetja in njihove rešitve, na koncu pa je izvedena analiza izbranih rešitev. Na trgu je danes na voljo izredno velika izbira CRM-rešitev, ki so namenjene tako majhnim kot tudi največjim podjetjem. Izbira CRM-rešitve ni preprost postopek in tega se zaveda vedno večje število podjetij. Pomembno je, da podjetje izbere rešitev, ki izpolnjuje njihove potrebe v največji možni meri, saj bo podjetje tako laže in uspešneje upravljalo odnose s svojimi strankami.

Keywords

elektronsko poslovanje;računalništvo v oblaku;informacijske rešitve;družbena omrežja;socialna omrežja;CRM;odnosi s strankami;

Data

Language:	Slovenian
Year of publishing:	2014
Typology:	2.09 - Master's Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[P. R. Puppis]
UDC:	004.7:658.89
COBISS:	11859740
Views:	1531
Downloads:	218
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Comparative analysis of CRM solutions in cloud linked with social networks
Secondary abstract:	Facts such as rising competition and the easy passage of the customers to the competition had forced companies to focus on their customers more than ever. Most companies manage relationships with customers using CRM solutions. The development of information technology is fast and CRM solutions are no exception. Lately had become popular among companies CRM solutions in the cloud linked with social networks. The popularity of such solutions is understandable, since they enable companies to monitor and interact with their customers on social networks. Therefore, in this master thesis, we had focused on comparative analysis of CRM solutions in the cloud linked with social networks. In the first part, we had analysed in detail the scope of CRM solutions. In the second part we had talked about social networks and in the third part we had talked about cloud computing. We felt it is imperative to inform reader about these three important topics in order to understand comparative analysis. As the fourth part, we had presented selected companies and analysed their CRM solutions. Today extremely large selection of CRM solutions is present on the market. These CRM solutions are designed for both small as well as the largest companies. Choosing CRM solution is not an easy process, and large number of companies already know that. It is important that the company choose a CRM solution that meets their needs as much as possible, because the company in that way will manage relationships with their customers easier and more effectively.
Secondary keywords:	CRM;Social CRM;customer relationship management;cloud computing;social networks;electronic business;
URN:	URN:SI:UM:
Type (COBISS):	Master's thesis/paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	66 str.
ID:	8730983