Zadovoljstvo zaposlenih z uvedbo CRM sistema v malem podjetju

diplomsko delo visokošolskega strokovnega študija Organizacija in management kadrovskih in izobraževalnih procesov

Saša Bajs (Author), Marko Urh (Mentor), Alenka Baggia (Co-mentor)

Abstract

Sistem za upravljanje odnosov s strankami (ang. Customer Relationship Management – CRM) je okvir za prepoznavanje dobrih strank in izboljšanje odnosov z njimi. Sistem CRM podjetju pomaga, da so vsi zaposleni osredotočeni na svoje stranke in izboljšujejo poslovni odnos na vseh ravneh poslovanja. Strategija CRM spreminja vse dejavnosti v povezavi s strankami, kar pomeni, da dejansko vpliva na vse poslovne procese v organizaciji. Sistem CRM omogoča enostavno in hitro preverjanje podatkov o poslovnih stikih. Večina raziskav na področju uvajanja CRM v podjetja se osredotoča na zadovoljstvo strank, medtem ko smo se v diplomski nalogi osredotočili na zadovoljstvo zaposlenih v obravnavanem podjetju z uvedbo sistema CRM v poslovanje tega podjetja. V prvem delu naloge smo opisali, kaj je sistem CRM, nato smo predstavili sistem BokoCRM ter nato opisali uvajanje sistema CRM v podjetje. Z analizo ankete smo ugotovili, da so zaposleni zadovoljni z uporabo sistema BokoCRM; je enostaven za uporabo in uporaben pri njihovem delovnem procesu. Zaposleni uporabljajo sistem CRM pogosto, saj jim na zanesljiv in pregleden način zagotavlja informacije, ki jih potrebujejo pri svojem delu. Na podlagi raziskave ugotavljamo, da je uvedba sistema CRM pripomogla k boljšim podatkom o strankah ter omogočila boljše upravljanje odnosov, boljše medsebojno spremljanje, boljše vodstveno upravljanje, učinkovitejše storitve za stranke, standardiziran potek dela, delno pa se je izboljšalo tudi zadovoljstvo strank.

Keywords

upravljanje odnosov s strankami;poslovanje podjetja;sistem CRM;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[S. Bajs]
UDC:	331.1
COBISS:	7858195
Views:	936
Downloads:	105
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	EMPLOYEE SATISFACTION WITH THE INTRODUCTION OF CRM SYSTEM IN A SMALL COMPANY
Secondary abstract:	Customer Relationship Management – CRM – is a framework that enables companies to properly evaluate and improve relations with their customers. It helps employees to focus on their customers and to enhance, on all business levels, relations with them. In fact, CRM strategy alters all customer-related activities, meaning that it impacts virtually any business process within the organization. CRM system allows users to easily and quickly verify business-contacts data. Most of the research in the field of companies implementing CRM systems focuses on customer satisfaction, while this thesis focuses on satisfaction of the employees inside the chosen example SME, regarding the implementation of a CRM system to their business process. The first part of this thesis outlines what a CRM system is, the second part describes the BokoCRM system in particular, and the third part describes the process of implementing the CRM system to the company. From our analysis of the survey results, we found that employees are satisfied with the use of the BokoCRM system; it is easy to use and useful in their work process. The CRM system provided information relevant to the work process of the employees, who frequently used the CRM service to acquire information. Based on the obtained data, we find that the implementation of a CRM system resulted in better information about customers, better relations management, mutual monitoring, better management, more effective customer service, a standardized workflow and partially improved customer satisfaction.
Secondary keywords:	customer relationship management;company performance;CRM system;employee satisfaction;BokoCRM;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	57 f.
ID:	9149305