Uvajanje managementa odnosov s strankami (CRM) v podjetju Chutis d.o.o.

delo diplomskega projekta

Alen Salkić (Avtor), Matjaž Iršič (Mentor)

Povzetek

Upravljanje odnosov s kupci ali uvedba sistema CRM je oblika novega pristopa v marketingu. Kupca namreč sistem postavlja v središče poslovanja podjetja. CRM prinaša koristi tako za kupca kakor tudi za podjetje. Podjetja se zato odločajo za uvedbo CRM-ja. Le redka pa seveda pridejo do planiranih ciljev. Na uspeh podjetja vplivajo podpora vodstva, postopek uvedbe CRM-ja, pomoč strokovnjakov, naklonjenost zaposlenih, finančna sredstva, politika podjetja ter panoga, v kateri podjetje deluje. Vpeljava CRM-ja je reorganizacija procesov v podjetju in podjetja kot celote. Podjetje mora dobro poznati svoje potrebe po vpeljavi CRM-ja. Zaposleni se morajo prilagoditi na CRM orodje, saj so v nasprotnem primeru primorani zamenjati okolje. Koristi od vpeljave CRM v podjetje pa bodo imeli vsi, tako zaposleni kot stranke. Celovito upravljanje odnosov s strankami je ključnega pomena za obstoj in nadaljni razvoj podjetja Chutis d.o.o. Predlagali in ugotovili smo, da se lahko uvedba CRM-ja v obravnavanem podjetju prične čim prej. Ključnega pomena za uspešno uvedbo CRM sistema v podjetje je, da se popolnoma razume smoter koncepta, njegova podpora, angažiranje, obnašanje in skladno delovanje vseh zaposlenih v podjetju.

Ključne besede

informacijska tehnologija;odnosi s strankami;upravljanje odnosov s strankami;CRM;implementacija;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2018
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM EPF - Ekonomsko-poslovna fakulteta
Založnik:	[A. Salkić]
UDK:	004.77:658.89
COBISS:	13256220
Št. ogledov:	1241
Št. prenosov:	130
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Implementation of customer relationship management (CRM) in a Chutis ltd.
Sekundarni povzetek:	Managing customer relationships or introducing a CRM system is a form of a new marketing approach. The customer places the system at the heart of the company's business. CRM benefits both the customer and the company. Companies therefore opt for the introduction of CRM. Only rarely do they reach the planned goals. The company's success is influenced; leadership support, CRM implementation process, assistance from professionals, employee affection, financial assets, company policies and the industry in which the company operates. The introduction of CRM is a reorganization of processes in the company and companies as a whole. The company must be well aware of its needs for introducing CRM. Employees will have to adapt to the CRM tool, otherwise they will be forced to change the environment. Benefits from the introduction of CRM into the company will be all, both employees and customers. Integrated customer relationship management is crucial for the existence and further development of Chutis d.o.o. We proposed and found that the introduction of CRM in the company in question can begin as soon as possible. Crucial to the successful introduction of the CRM system into the company is to fully understand the concept of the concept, its support, engagement, behavior and consistent operation of all employees in the company.
Sekundarne ključne besede:	information technology;CRM;customer relationship management;company;implementation.;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Delo diplomskega projekta/projektno delo
Komentar na gradivo:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Strani:	II, 44 str.
ID:	10978716