diplomski projekt
Rebeka Tetičkovič (Author), Simona Sternad (Mentor)

Abstract

Če želijo podjetja biti uspešna in biti konkurenca drugim podjetjem morajo uvesti v svoje podjetje rešitev za upravljanje odnosov s strankami, saj le tako lahko imajo celovit pogled na stranko in vidijo, kakšne so njihove potrebe in želje ter jih poskušajo zadvoljiti. Mobilne rešitve CRM podjetjem pomagajo, da lažje upravljajo odnose s strankami ne glede na to kje so. V uvodnem poglavju bomo opisali področje in opredelili problem, določili namen, cilje in hipoteze raziskave, določili predpostavke in omejitve ter predvideli metode raziskovanja. V drugem poglavju bomo podrobno opredelili pojem upravljanje odnosov s strankami in opredelili bomo rešitve CRM, predstavili bomo nekaj prednosti in slabosti, ki jih imajo rešitve CRM, predstavili bomo arhitekturo rešitev CRM, predstavili bomo tudi osem gradnikov rešitve CRM, predstavili bomo najpomembnejše pnudnike rešitev CRM, opisali bomo kako poteka uvedba in vzdrževanje rešitev CRM in kakšni so najnovejši trendi na področju rešitev CRM. V tretjem poglavju bomo podrobno predstavili kaj so mobilne rešitve za upravljanje odnosov s strankami, opredelili pojem mobilno poslovanje ter našteli nekaj prednosti in slabosti mobilnih rešitev CRM. V četrtem poglavju bomo najprej opisali podjetje Intra d.o.o., ki je razvilo svojo celovito informacijsko rešitev Intrix CRM, katero bomo podrobneje opisali tako v spletni verziji kakor tudi v mobilni verziji. V petem poglavju bomo predstavili podjetje Microsoft in njihovo rešitev za upravljanje odnosov s strankammi Microsoft Dynamics CRM, ki jo bomo predstavili prav tako v spletni in mobilni verziji. V šestem poglavju pa bomo rešitvi Intrix CRM in Microsoft Dynamics CRM primerjali najprej splošno, nato spletni verziji in na koncu še mobilni verziji. V zadnjem poglavju bomo predstavili ugotovitve, sprejeli ali zavrgli hipoteze, ki smo si ji na začetku zadali in predstavili svoje mnenje.

Keywords

odnosi s strankami;CRM;informacijska tehnologija;informacijske rešitve;mobilna tehnologija;primerjalna analiza;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [R. Tetičkovič]
UDC: 004.77:658.89
COBISS: 12613916 Link will open in a new window
Views: 1412
Downloads: 160
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Other data

Secondary language: English
Secondary title: Comparative analysis of mobile CRM solutions on the case Intrix CRM and Microsoft Dynamics CRM
Secondary abstract: For companies to be successful and competitive it is necessary that they implement a customer relationship management solution into their operations as this will provide them a comprehensive view of their clients, helping them identify the respective client’s needs and wishes and help them fulfil them. Mobile CRM solutions help companies manage customer relationships regardless of where they are located. The introductory chapter describes this specific area and outlines the problem. We established the purpose, goals and research hypotheses, set out the assumptions and limitations, and proposed the research methods. Chapter two provides a detailed definition of the concept “customer relationship management” and specifies some CRM solutions. It introduces the advantages and disadvantages of CRM solutions and showcases the CRM architecture. It goes on to present eight CRM building blocks and the most important CRM providers. Next, it describes the CRM implementation and maintenance process and the newest trends with regard to CRM. Chapter three presents in detail mobile solutions for customer relationship management, defining the concept of mobile business and highlighting the advantages and disadvantages of CRM mobile solutions. In chapter four, we describe the company Intra d.o.o. and its comprehensive IT solution called Intrix CRM which will be described in greater detail with regard to its web and mobile version. Chapter five provides a presentation of Microsoft and its customer relationship solution, i.e. Microsoft Dynamics CRM, which we will undertake to present – both its web and mobile version. A general comparison of Intrix CRM and Microsoft Dynamics CRM is provided in chapter six, followed up by a comparison of their respective web and mobile versions. The final chapter provides our findings and the initially formulated hypotheses that were either confirmed or rejected. It also gives our final opinion.
Secondary keywords: customer relationship management (CRM);CRM solution;mobile solution;Microsoft Dynamics CRM;Intrix CRM;
URN: URN:SI:UM:
Type (COBISS): Diploma project paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 61 str.
ID: 9170541