diplomsko delo univerzitetnega študija Organizacija in management informacijskih sistemov
Matjaž Cerkovnik (Author), Andreja Pucihar (Mentor)

Abstract

Upravljanje odnosov s strankami je za današnji čas ključnega pomena za uspešno poslovanje podjetja. V diplomskem delu smo predstavili osnovne pojme povezane z upravljanjem odnosov s strankami in na kratko opisali zgodovino razvoja rešitve upravljanja odnosov s strankami. V nadaljevanju smo podrobno analizirali obstoječo rešitev za upravljanje odnosov s strankami Intrix, ki jo uporabljajo v podjetju Semago d.o.o.. Uvedli so jo leta 2013. Skozi uporabo rešitve so vodstvo in zaposleni zaznali posamezne pomanjkljivosti. Glavna težava je, da zaposleni v podjetju svojim strankam ne nudijo zadostnih informacij v zvezi s potekom njihovega naročila. Do problema prihaja zaradi tega, ker zaposleni ne uporabljajo obstoječe rešitve dovolj dosledno, prav tako pa so nekatere rešitve znotraj obstoječega sistema nedodelane. V diplomskem delu smo z nestrukturiranimi intervjuji z zaposlenimi ter izvedeno raziskavo z anketnim vprašalnikom o zadovoljstvu kupcev, ki smo ga poslali strankam podjetja, ugotavljali, v katerem delu prodajnega procesa se pojavlja največ pomanjkljivosti. Na podlagi ugotovitev smo podali konkretne predloge izboljšav in priporočila za nadaljnji razvoj obstoječe rešitve za upravljanje odnosov s strankami.

Keywords

prodajni proces;analiza;podjetje;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [M. Cerkovnik]
UDC: 658.8
COBISS: 7825171 Link will open in a new window
Views: 801
Downloads: 73
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Other data

Secondary language: English
Secondary title: ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM IN COMPANY
Secondary abstract: Nowadays customer relationship management is crucial for a successful business. The thesis presents the basic concepts related to the customer relationship management and briefly describes the development of custumer relationship management through history. We analyzed in detail the existing solution for customer relationship management Intrix, used by the company Semago d.o.o. The company introduced it in 2013. Through the use of the solution management and workers identified some shortcomings. The main problem is that the employees of the company don't provide sufficient information to their customers, regarding the progress of their orders. The problem arises because the employees don't use the existing solutions consistently, also some of the solutions within the existing system are still unfinished. In the thesis we used unstructured interviews with employees and we also conducted a survey with a questionnaire about customer satisfaction, that we send to the company's customers. We wanted to establish in which part of the sales process the most shortcomings occur. Based on the findings we made concrete proposals for improvements and recommendations for the further development of existing solution for customer relationship management.
Secondary keywords: customer relationship management;sales process;analysis;business company;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 53 f.
ID: 9166193
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