diplomsko delo
Matej Šekoranja (Author), Samo Bobek (Mentor)

Abstract

K izbiri teme o uvajanju koncepta upravljanja odnosov s strankami (angl. CRM) v podjetje Stroj, d. o. o., nas je vzpodbudila kriza, v kateri se je znašlo svetovno gospodarstvo in ki ni prizanesla niti podjetju Stroj, d. o. o. Pokazalo se je, da lahko dolgoročno preživijo le tista podjetja, ki so dovolj fleksibilna, da lahko ublažijo negativne učinke gospodarske krize na trgu. K večji fleksibilnosti in uspešnosti poslovanja podjetja prav gotovo pripomore tudi uvedba informacijskega sistema CRM. Le-ta v središče postavlja stranko, ki je motor podjetja, saj je celotno poslovanje in delovanje podjetja vezano na zahteve in potrebe strank. Podjetje Stroj, d. o. o., se ukvarja s specifično dejavnostjo izdelovanja in oblikovanja kovinskih izdelkov, pri čemer svoje izdelke razvija skupaj s svojimi poslovnimi partnerji. Pri poslovanju podjetja je zelo pomembno, da je odzivni čas na zahteve strank čim krajši, saj se s tem povečujeta zaupanje in lojalnost strank. Koncept CRM pa poleg lojalnosti in zaupanja strank med svoje prednosti šteje tudi večjo količino in hitrost zbiranja podatkov, manjše stroške poslovanja, poznavanje navad strank itd. Učinki vseh dejavnikov na podjetje so z neposrednimi finančnimi kazalniki težko merljivi, njihove koristi so vidne šele na dolgi rok in se kažejo v večji odpornosti podjetja na konkurenco.

Keywords

poslovna informatika;informacijska tehnologija;CRM;fleksibilnost;odjemalec;potrošnik;kupci;odnosi s strankami;kazalniki;metodologija;poslovno sodelovanje;

Data

Language: Slovenian
Year of publishing:
Source: Maribor
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [M. Šekoranja]
UDC: 658.89:004.5/.6
COBISS: 10251036 Link will open in a new window
Views: 1781
Downloads: 138
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Other data

Secondary language: English
Secondary title: Implementation informatics support of customer relationship management in company Stroj
Secondary abstract: This thesis on introducing the concept of Customer Relationship Management (CRM) to the company Stroj, d. o. o., was prompted by the crisis, which has impacted the world economy and which has not spared even Stroj, d. o. o. It became clear that only companies, which are flexible enough to mitigate the negative effects of the economy crisis, can survive in the long term. Launching the information system CRM can certainly ensure greater flexibility and success of the company's business activity. CRM puts the customer at the centre of everything, as the entire business activity and the operation of the company depend on the demands and needs of the customer. Stroj, d. o. o., deals with a specific activity of producing and designing metal products, which the company develops together with its business partners. It is of high importance that during business activity the company's response time to the requests of customers is as short as possible since that increases the level of trust and loyalty of customers. Apart from loyalty and trust the concept of CRM brings along other benefits, such as more information and a faster collection of information, lower costs of business activity, knowledge of the customers' habits etc. The effects of all the factors on the company are difficult to measure with direct financial indexes, their benefits can only be seen in the long term and manifest themselves in a higher resistance to competition.
Secondary keywords: CRM;Stroj;d. o. o.;flexibility;customer;loyalty of customers;financial indexes.;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 58 str.
Keywords (UDC): applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;communication and transport industries;accountancy;business management;public relations;komunikacije in transport;knjigovodstvo;poslovni menedžment;stiki z javnostjo;business management;administration;commercial organization;poslovni menedžment;administracija;komercialna organizacija;marketing;sales;selling;distribution;prodaja;distribucija;science and knowledge;organization;computer science;information;documentation;librarianship;institutions;publications;znanost in znanje;organizacije;informacije;dokumentacija;bibliotekarstvo;institucije;publikacije;prolegomena;fundamentals of knowledge and culture;propaedeutics;prolegomena;splošne osnove znanosti in kulture;computer science and technology;computing;data processing;računalniška znanost in tehnologija;računalništvo;obdelava podatkov;human-computer interaction;man-machine interface;user interface;user environment;interakcija med človekom in računalnikom;vmesnik človek-stroj;uporabniški vmesnik;uporabniško okolje;
ID: 988620