diplomsko delo visokošolskega strokovnega študija Informatika v organizaciji in managementu
Jure Babnik Mravlja (Author), Gregor Lenart (Mentor)

Abstract

V podjetju Bars d.o.o. do sedaj niso imeli vpeljane rešitve za upravljanje odnosov s strankami. Podatki o strankah so bili razpršeni in niso bili dostopni vsem zaposlenim v podjetju. V letu 2016 so se odločili, da poiščejo primerno rešitev za svoj problem. Reševanje omenjenega problema smo predstavili v diplomskem delu. V prvem delu diplomskega dela smo opredelili pojem CRM in njegove značilnosti. V drugem delu smo predstavili pet rešitev CRM. Med vsemi proučevanimi rešitvami smo se odločili za program Maximizer CRM. V nadaljevanju smo med vsemi različicami programa s pomočjo Moscow analize izbrali Maximizer CRM Group. Ta različica vsebuje vrsto uporabnih funkcionalnosti, ki jih podjetje potrebuje za rešitev svojega problema. Zaposleni v podjetju se zavedajo, da jim največjo konkurenčno prednost predstavljajo obstoječe stranke. Le-te so zmeraj bolj zahtevne. Tudi prehajanje strank med računovodskimi servisi je danes bolj preprosto, kot je bilo nekoč. Draţje je iskanje novih strank, kot servisiranje starih. Vse to nas je pripeljalo do spoznanja, da moramo več pozornosti posvetiti strankam. In prav s CRM rešitvijo je upravljanje odnosov s strankami precej bolj pregledno, preprosto in učinkovito.

Keywords

CRM;računovodstvo;stranke;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [J. Babnik Mravlja]
UDC: 658.7
COBISS: 7859731 Link will open in a new window
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Downloads: 137
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Other data

Secondary language: English
Secondary title: IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT APPLICATION IN ACCOUNTING COMPANY BARS D.O.O.
Secondary abstract: The company Bars d.o.o. has not been implementing a customer relationship management solution so far. Customer data was scattered and not available to all the company employees. In the year 2016, they decided to find a suitable solution for their problem. This thesis presents the process of solving the above mentioned problem. The first part of the paper defines the concept of CRM and its characteristics. In the second part, we present five CRM solutions. Among all the researched solutions, we chose the Maximizer CRM programme. Afterwards, we used the Moscow analysis to choose Maximizer CRM Group among all the versions. This version includes a number of useful functions needed to solve the problem of the company. The company employees are aware of the fact that their biggest competitive advantage is their existing customer base that is becoming more and more demanding. Furthermore, it has become easier for customers to change accounting firms. It is more expensive to find new customers than to service the existing ones. All this has led to the conclusion that we need to pay customers more attention. The CRM solution is what makes managing customer relationship more transparent, effective and easier.
Secondary keywords: CRM;Maximizer CRM;Accounting;Customer;Aplication comparison.;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 49 f.
ID: 9150978
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