Razvoj in integracija sistema CRM za podporo rezervacijskega spletnega portala

diplomsko delo

Mitja Hojnik (Author), Boštjan Šumak (Mentor)

Abstract

V današnjem času, ko se trgi dramatično spreminjajo in se konkurenti v poslovnem svetu dnevno soočajo z velikimi izzivi, kot so globalizacija, rastoča konkurenca, zasičen trg in visoka pričakovanja ter želje strank, je izrazito pomembno, da podjetje nameni veliko pozornosti kakovostnim odnosom s strankami. Z dobrimi odnosi lahko podjetje računa na dolgoročno sodelovanje, zadovoljno in lojalno stranko in konec koncev tudi na finančno korist. Posledično si lahko s tem ustvari veliko konkurenčno prednost na trgu. Za takšen nivo poslovanja je ključnega pomena kombinacija ustrezne informacijske tehnologije in ustreznega sistema za upravljanje odnosov s strankami (v nadaljevanju CRM). Z omenjenim sistemom pridobimo celostni pregled nad obstoječimi in potencialnimi kupci, pregled nad izvedenimi in planiranimi aktivnostmi, možnost prikazovanja analitičnih podatkov, kazalnikov uspešnosti prodaje, dobička ipd. V diplomskem delu bomo predstavili, kaj je sistem CRM ter njegov razvoj in integracijo z rezervacijskim portalom, hkrati pa bomo pokazali, da lahko le s pomočjo takšnega celovitega sistema, kot je sistem CRM, pridobimo konkurenčno prednost na tržišču. Pod konkurenčno prednost štejemo dejstva, kot so izboljšani in celoviti podatki o strankah, njihove potrebe in želje, ažurne informacije o obnašanju tržišča ter informacije o potencialnih poslovnih priložnostih in o celostnem procesu prodaje od začetka do konca. Z razvojem lastnega sistema CRM dosežemo večjo možnost za enostavnejše integracije z ostalimi sistemi in orodji v podjetju ter prilagoditev sistema potrebam in željam trenutnih uporabnikov, hkrati pa se osredotočimo predvsem na stranke in ne samo na profitabilnost.

Keywords

CRM;implementacija;spletne aplikacije;rast podjetja;zadovoljni kupci;diplomske naloge;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FERI - Faculty of Electrical Engineering and Computer Science
Publisher:	M. Hojnik
UDC:	004.774-026.12(043.2)
COBISS:	20119062
Views:	552
Downloads:	53
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	DEVELOPMENT AND INTEGRATION OF A CRM SYSTEM FOR SUPPORTING RESERVATION WEB PORTAL
Secondary abstract:	It is very important in nowadays when markets change dramatically and competitors in business world are daily confronted with challenges as globalization, rising competition, saturated market, customer’s high expectations and wishes for companies to give attention to quality relationships with clients. Good relations with clients bring long term cooperation, satisfied and loyal customer and finally financial benefit. Consequently companies can form competitive edge on the market. For that level of business the company needs corresponding system for customer relationship management (CRM). This system makes an overview on current and potential clients, supervision on executed and planned activities, possibilities of showing analytical data and sale prosperity indicators, benefit, etc. This diploma presents what the system CRM is, development and integration of it with reservation application. It also shows that we can acquire competitive edge only with the help of the complete system as system CRM is. Competitive edges are facts as improved data about clients, their needs and wishes, up-to-date information about market behaviour, information about possible business opportunities and whole sale process from beginning to the end. By developing our own CRM system we create more possibilities of easier integration with other systems and tools in the company and adaption of the system to current user’s needs and concentrate on costumers and not only on profitability.
Secondary keywords:	CRM;implementation;web applications;company grow;setisfied customers;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za elektrotehniko, računalništvo in informatiko, Računalništvo in informatika
Pages:	VIII, 69 str.
ID:	9165336