Vpeljava spletnega orodja za upravljanje odnosov s strankami v neprofitni organizaciji

diplomsko delo visokošolskega strokovnega študija Organizacija in management poslovnih in delovnih sistemov

Željka Klisarić (Author), Uroš Rajkovič (Mentor), Benjamin Urh (Co-mentor)

Abstract

Ob vsakodnevnih stikih, ki jih imamo, si težko zapomnemo vse o znancih, prijateljih, sodelavcih. Vse njihove kontakte, rojstne dneve, obletnice, kdaj in kam so nas vse povabili ali smo mi povabili njih. Pa vendar teh podatkov in informacij ne moremo zanemariti ali ne poznati, odnose moramo vzdrževati in jih ohranjati, zato si pomagamo na različne načine. Koledarji, opomniki, tabele, listki, zvezki ... Pa v poslovnem svetu? Popolnoma enako. Dejstvo je, da organizacije brez strank ne morejo poslovati. Poznati in zadovoljevati morajo njihove potrebe in želje. Vendar samo to ni dovolj, to lahko dela tudi konkurent. Da bi imeli tiste prave, zadovoljne in zveste stranke ter da bi pridobivali nove, moramo razvijati in negovati odnos z njimi. Pridobivanje in vodenje celovitih ter natančnih podatkov o vseh aktivnosti, vezanih na posamezno stranko, je velikokrat nemogoče. Tukaj se izkaže vrednost uspešnega upravljanja odnosov s strankami, uporaba rešitev CRM namreč omogoča podjetju pridobiti poglobljeno znanje o strankah in njihovo vrednost. In ne le vrednost, ki jo pridobijo iz finančnih podatkov iz bilanc, temveč tudi v smislu vseh vložkov v stranko, vseh prihodkov, ki so jih organizacije pridobile in bi jih lahko še pridobile od njih. Implementacija orodja za CRM je vse prej kot lahka, kar kažejo tudi raziskave o uspešnosti vpeljave, kjer so rezultati precej slabi. Gre za obširen projekt, ki zahteva veliko organizacijskega truda in vodenja. V diplomski nalogi smo predstavili koncept CRM. Na primeru Gospodarske zbornice Slovenije smo opisali vpeljavo spletno zasnovane tehnologije oziroma orodja za upravljanje odnosov s strankami. Na koncu smo vpeljavo orodja tudi analizirali. Ugotavljali smo prednosti, pasti, slabosti, priložnosti in razvoj orodja v prihodnosti. Vpeljava orodja v Gospodarski zbornici Slovenije je bila uspešna. Pozitivni rezultati, prednosti in koristi, ki jih je orodje organizaciji prineslo, pa zagotavljajo tudi nadaljnjo uporabo.

Keywords

CRM;upravljanje odnosov s strankami;intrix CRM;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[Ž. Klisarić]
UDC:	004
COBISS:	7875347
Views:	976
Downloads:	79
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TOOL IN THE NON-PROFIT ORGANIZATION
Secondary abstract:	With daily contacts that we have, it is hard to remember everything about our acquaintances, friends, colleagues. All their contacts, birthdays, anniversaries. Yet, we can not ignore or not know these information. Relationships must be maintained and preserved, so we utilize a variety of applications. Calendars, reminders, tables, notebooks, etc. And in the business world? Exactly the same. The fact is that organizations can not operate without costumers. They must know and meet their needs and desires. However, that is not enough, our competitor can do the same. In order to have, genuine, satisfied and loyal customers and at the same time to acquire new ones, we need to develop and nurture a relationship with them. Getting and keeping comprehensive and accurate information about all activities related to a particular client, is often impossible. This proves the value of a successful Customer Relationship Management. Namely the use of a CRM solution allows the company to gain in-depth knowledge of customers and their value. Not only value in financial terms, but also in terms of inputs and revenues. Implementation of a CRM solution is far from easy, as shown by research on the effectiveness of the implementation, where the results are not satisfying. It is an extensive project that requires a lot of organizational effort and leadership. In this thesis, we introduced the concept of CRM. In the case of the Chamber of Commerce of Slovenia, we described and analysed the implementation of web-based technology/tool for customer relationship management. We determined strengths, weaknesses, opportunities, threats and the future development. Implementation of the CRM tool in the Chamber of Commerce of Slovenia was successful. Positive results, advantages and benefits also provide further use.
Secondary keywords:	CRM;Costumer relationship management;Intrix CRM;Chamber of Commerce and Industry of Slovenia;
URN:	URN:SI:UM:
Type (COBISS):	Bachelor thesis/paper
Thesis comment:	Univ. v Mariboru, Fak. za organizacijo dela
Pages:	32 f.
ID:	9232365