magistrsko delo
Ivica Drakšić (Author), Igor Perko (Mentor)

Abstract

Upravljanje odnosov s strankami (Customer relationship management - CRM) je poslovna strategija podjetja, ki v ospredje postavlja osredotočenost na stranke, zadovoljevanje njihovih potreb in ohranjanje obstoječih strank organizacije. Zaradi doseganja strategije koncepta CRM je pomembno, da so podatki zbrani, posodobljeni in razporejeni v organizirani in integrirani obliki, saj lahko tako zagotovijo celovit pogled na stranko. Z vidika informacijske tehnologije je CRM koncept skupek programskih rešitev za avtomatiziranje in upravljanje poslovnih procesov na vseh področjih poslovanja organizacije. Informacijska tehnologija CRM-ja je povezava tehnologije in programske opreme, ki žene in avtomatizira poslovne procese. Programska oprema pomaga usklajevati aktivnosti posameznih področij, ki so v stiku s strankami (prodaja, trženje, podpora), kot tudi usklajuje različne kanale, skozi katere poteka komunikacija s strankami. Programska oprema zagotovi informacijo o stranki in tako lažje ugodimo strankinim potrebam. V nalogi smo izpostavili ključne dejavnike omenjenega koncepta, ki vplivajo na uspešnost in učinkovitost procesa izterjave regresnih terjatev: uspešno vpeljane strategije CRM (usmerjenost k stranki, upoštevanje potreb stranke, težnja k ohranjanju obstoječih strank); zaposleni (motiviranost, znanja, prilagodljivost); informacijska tehnologija kot pogon za pristop k upravljanju odnosov s strankami; proces (ustrezno učinkovito definirani proces, učinkovita komunikacijska in sodelovalna politika za delovanje zaposlenih iz različnih področij). Integriranost vseh ključnih dejavnikov uspeha koncepta CRM lahko zagotovi uspešno poslovanje zavarovalnice pri stiku s strankami tudi na področju izterjave regresnih terjatev.

Keywords

zavarovalnice;zavarovalništvo;terjatve;izterjava;CRM;odnosi s strankami;poslovni proces;prenova;

Data

Language: Slovenian
Year of publishing:
Typology: 2.09 - Master's Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [I. Drakšić]
UDC: 368:658.89(043.2)
COBISS: 12493596 Link will open in a new window
Views: 881
Downloads: 35
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Other data

Secondary language: English
Secondary title: Forming a customer relationship management concept in recourse claims collection
Secondary abstract: Customer relationship management (CRM) is a corporate business strategy, which focuses on customers, the satisfaction of their needs and customer retention. To achieve CRM strategies, it is important, that the data is collected, up-to-date and arranged in an organized and integral form, thereby facilitating a view of the customer as a whole. From the viewpoint of information technology, the CRM concept is a collection of programming solutions for business process automatization and management at all levels of corporate operations. Information technology with regard to CRM is the linking of technology and software which drives and automates the business processes. Software aids in the adjustment of activities with customer contact (sale, marketing, support) and it reconciles multiple communication channels with the customer. Software provides customer information and quicker meeting customers’ needs. We exposed key factors of CRM concept that influence the success rate and the efficiency of the collection process of recourse claims: successful introduction of CRM strategies (customer orientation, consideration of customer needs, tendency to retain customers); employees (rate of motivation, expertise, adaptability) information technology as the driver behind embracing CRM; processes (efficiently defined processes, efficient communication and collaboration policies for employees working in different departments). The integration of all key factors for successfully introducing CRM will enable successful insurance operations in contacting customers - even in the area of recourse claims collection.
Secondary keywords: recourse claims;insurance companies;CRM;processes;debt collection;
URN: URN:SI:UM:
Type (COBISS): Master's thesis
Embargo end date (OpenAIRE): 2019-05-10
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 102 str., [7] str. pril.
ID: 9140086