magistrsko delo
Milena Krajnc (Author), Simona Sternad (Mentor)

Abstract

Podjetja se v tem času, ko so finančna sredstva pomembna in je potrebno z njimi upravljati racionalno, vedno bolj odločajo za zunanje izvajanje storitev, tudi za rešitve za upravljanje managementa odnosov s strankami (angl. Customer Relationship Management), ki so finančno ugodnejše in hkrati nudijo vse potrebne funkcionalnosti. Zunanje izvajanje ima svoje prednosti, predvsem v tem, da specializirani dobavitelji določene aktivnosti opravijo hitreje, ceneje in bolje kot organizacija sama. Samo zunanje izvajanje pa brez informacijske podpore ne bi bilo mogoče. Zato se je kaj hitro oblikovalo tudi zunanje izvajanje informacijske tehnologije (v nadaljevanju IT), ki je veliko podjetjem pokrilo njihovo vrzel na oddelku informatike. Eden vodilnih trendov na področju IT in zunanjega izvajanja storitev pa je zagotovo računalništvo v oblaku, ki med drugim podjetjem omogoča dostop do programskih rešitev in hranjenja podatkov preko spletnega brskalnika kadarkoli in kjerkoli. Z vedno večjim poudarkom na pomembnosti stranke za podjetje so se izoblikovale CRM-rešitve, ki podjetju omogočajo celovit pogled nad stranko in analizo njenih aktivnosti. Podjetja želijo imeti celovit pregled nad stranko, pri tem pa gledajo na to, da je rešitev finančno ugodna, dostopna, hitro uvedena in z veliko funkcionalnostmi. S tem razlogom so ponudniki začeli oblikovati CRM-rešitve v oblaku, ki nudijo vse potrebne funkcije za analizo strank, so preko spletnega brskalnika vedno na voljo, sama uvedba pa je hitra in brez dodatne strojne opreme na sami lokaciji podjetja. Ko se podjetje odloča za uvedbo CRM-rešitve, pa je kljub temu da oblačne CRM-rešitve ponujajo veliko prednosti, potrebno dobro razmisliti, za katero možnost se odločiti. Pri klasični uvedbi, to pomeni, da je programska oprema nameščena na lokaciji podjetja, je čas uvedbe daljši, sama rešitev pa ponuja več funkcionalnosti in oblikovanja. Medtem pa oblačna rešitev, ko so programska oprema in podatki shranjeni nekje na oddaljenem strežniku, nudi možnost takojšnje uporabe z nižjimi stroški zagona. Na trgu je veliko tako svetovnih korporacij kot malih domačih ponudnikov CRM-rešitev, zato imajo podjetja težko nalogo že pri sami izbiri ponudnika nove rešitve, ki naj bi se čim bolje prilagajala obstoječim poslovnim procesom v podjetju. Primera klasične CRM-rešitve sta Microsoft Dynamics CRM in SAP CRM, ki sta rešitvi dveh svetovnih ponudnikov ter omogočata uvedbo na lokaciji podjetja. Salesforce CRM je oblačna rešitev, ki je hkrati tudi vodilna na trgu CRM-rešitev, medtem ko je CRM.Point oblačna rešitev domačega ponudnika. Uvedba teh rešitev poteka na dva različna načina, ki pa sta si z določenih vidikov tudi podobna.

Keywords

informacijske rešitve;računalništvo v oblaku;CRM;odnosi s strankami;

Data

Language: Slovenian
Year of publishing:
Typology: 2.09 - Master's Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [M. Krajnc]
UDC: 004.77(043.2)
COBISS: 12451100 Link will open in a new window
Views: 1018
Downloads: 170
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Other data

Secondary language: English
Secondary title: Implementation comparison between traditional and cloud CRM solutions
Secondary abstract: In this time, when financial resources are important and necessary to manage it rationally, companies increasingly decide for outsourcing services also for Customer Relationship Management solutions that are financially favorable and at the same time provide all the required functionality. Outsourcing has its advantages especially that specialized suppliers of certain activities carried out faster, cheaper and better than the organization itself. Just outsource it without IT support would not be possible. Therefore, the outsourcing of information technology has been quickly formed, which has covered many businesses their gap in the IT department. One of the leading trends in the IT industry and outsourcing is certainly cloud computing, which among other things, allows businesses to access software and data storage via a web browser anytime and anywhere. With an increasing emphasis on the importance of customers for the company they were formed CRM solutions enabling the company to a comprehensive view of the customer and the analysis of its activities. Companies wish to have a comprehensive view of the customer and look for the solution that is financially advantageous, affordable, quickly implemented and with a lot of functionalities. For this reason, providers started to take shape CRM cloud solution, providing all necessary functions for analyzing customers via the web browser always available, the imposition is quick without additional hardware at the location of the company. When a company decides to implement a CRM solution it, despite the fact that cloud CRM solutions offer many advantages, should be carefully weighed for which possibility to decide. In the traditional implementation, this means that the software is installed at the site of the company; the introduction of long-time single solution offers more functionality and design. While cloud solution where software and data are stored somewhere on a remote server, provides the possibility of immediate use of lower-cost start-up. There is a huge number, both - global corporations and small local providers of CRM solutions in the market, therefore companies have a difficult task in the choice of providers of this new solution, which is to make the best adapted to existing business processes in the company. Traditional CRM solutions, for example, Microsoft Dynamics CRM and the SAP CRM, are two global solutions which are capable to implementation at the business location. Salesforce CRM is cloud solution, which is also the market leader in CRM solutions, while the CRM.Point cloud solution is solution of home provider. The implementation of these solutions is carried out in two different ways, but they are in some respects more similar.
Secondary keywords: Cloud Computing;CRM solution;implementation;implementation methodology;Microsoft Dynamics CRM;SAP CRM;Salesforce CRM;CRM.Point;
URN: URN:SI:UM:
Type (COBISS): Master's thesis/paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: III, 74 str.
ID: 9150568