diplomsko delo univerzitetnega študija Organizacijska informatika
Tina Mekiš (Author), Mirjana Kljajić Borštnar (Mentor)

Abstract

Vsako podjetje, ki si želi dobro poslovati, mora imeti jasno opredeljene cilje in dober pregled nad obstoječimi, kakor tudi bodočimi strankami. Podjetje Dipros d. o. o. se tega zaveda, zato iščemo nove možnosti za uvedbo nove rešitve za spremljanje poslovnega upravljanja odnosov s strankami. Podjetje Dipros d. o. o. se ukvarja s prodajo medicinske opreme zasebnikom in javnim ustanovam na domačem trgu. Z leti se je obseg prodaje, kakor tudi baza obstoječih in potencialnih strank, občutno povečal, s tem pa tudi potreba po učinkovitejšem upravljanju odnosov s strankami. V diplomski nalogi smo se najprej posvetili opisu in predstavitvi CRM sistema in njegovi definiciji, kako se uspešno uvede v podjetje, kakšne so pasti pri uvajanju in na kaj predvsem mora biti podjetje pripravljeno. V drugem delu smo najprej na kratko predstavili podjetje Dipros d. o. o., v nadaljevanju smo se posvetili predstavitvi prototipne rešitve CRM na izbranem slovenskem orodju CRM podjetja Intera d. o. o., Intrix CRM, ki se nam je po tehtnem premisleku in proučitvi vseh izbir zdel najprimernejši. Na kratko bomo predstavili še posamezna orodja znotraj aplikacije, na koncu pa podali kritično oceno uvedbe CRM sistema v podjetje Dipros d. o. o. Dotaknili smo se tudi razvoja CRM v prihodnosti, saj menimo, da je to zelo pomembno, če podjetje želi slediti smernicam na trgu.

Keywords

CRM;upravljanje odnosov s strankami;implementacija;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [T. Mekiš]
UDC: 659.2
COBISS: 7780627 Link will open in a new window
Views: 996
Downloads: 69
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Other data

Secondary language: English
Secondary title: INTRODUCTION OF CUSTOMER RELATINSHIP MANAGEMENT IN A COMPANY
Secondary abstract: Any company that wants good business must have clearly defined objectives and a good overview of the existing as well as prospective customers. Company Dipros d. o. o. are aware of this, therefore, we are looking for new opportunities to introduce new solutions for the monitoring of business management of customer relationships. Company Dipros d. o. o. is engaged in the sale of medical equipment to private and public institutions in the domestic market. Over the years, the volume of sales and the base of existing and potential customers increased significantly, thus the need for more efficient management of customer relationships. In this thesis, we first focus on the presentation of the CRM system and its definition, how to successfully introduce the company, what are the pitfalls in the implementation and ahead to what the company should be prepared. In the second part, we first briefly introduce the company Dipros d. o. o. Furher we focused on the presentation of the prototype CRM solutions to selected Slovenian tool CRM Intera d. o. o., Intrix CRM to us after careful consideration and presentation of all options seemed most appropriate. In short, we will present the individual tools within the application and in the end made a critical assessment of the implementation of CRM system in the company Dipros d. o. o. We also touched on the development of CRM in the future, because we believe that this is very important if a company wants to track trends in the market.
Secondary keywords: CRM;Customer relationship management;Implemetation solution;Intrix;IT solutions;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. Maribor, Fak. za organizacijske vede
Pages: 47 str.
ID: 9161565
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