delo diplomskega projekta
Anže Gavez (Avtor), Simona Sternad (Mentor)

Povzetek

Podjetja so že v preteklosti spoznala, da so za njihov uspeh na trgu ključnega pomena zadovoljne stranke. Začela so iskati načine, kako pridobiti nove stranke, kako ustreči njihovim željam in kako jih obdržati. Z razvojem rešitev za upravljanje odnosov s strankami (angl. Customer Relationship Management – CRM), so se jim podjetja približala kot še nikoli poprej. Če pred leti uporaba CRM rešitev v podjetjih za njihov obstoj še ni bila potrebna, pa so hitre spremembe v poslovanju, vedno večje zahteve strank in konkurenčni pritiski podjetja prisilili v uporabo različnih informacijskih rešitev, med katere spadajo tudi CRM rešitve. Postopek izbire in uvedbe CRM rešitev je vse prej kot enostaven proces. Na trgu je iz leta v leto večja izbira ponudnikov, ki ponujajo CRM rešitve, ki so primerne za različna podjetja. Za podjetje je pomembno, da izbere tako CRM rešitev, ki bo zadovoljila potrebe strank in njihove zahteve ter rešila morebitne težave v poslovanju. Pri uvajanju se mora podjetje kot celota posvetiti uvedbi CRM rešitve, kajti v nasprotnem primeru projekt ne bo izveden v predvidenem času, s predvidenimi stroški, ali v predvidenem obsegu ali pa sploh ne bo izveden. V diplomskem delu bomo v uvodu predstavili osnovno problematiko, cilje, namen in hipoteze diplomskega dela. V drugem poglavju bomo teoretično predstavili osnovna izhodišča upravljanja odnosa s strankami. To teorijo bomo nato aplicirali na CRM rešitve in predstavili pomen CRM rešitev za podjetja. Nato bomo predstavili arhitekturo CRM rešitev ter opisali proces izbire in uvedbe CRM rešitev. V tretjem poglavju bomo opisali izbrano podjetje in analizirali trenutno stanje CRM rešitve v tem podjetju. Nato bomo med seboj primerjali štiri ponudnike CRM rešitev. Glede na zbrane informacije in glede na pomembnost določenih dejavnikov za izbrano podjetje bomo nato ocenili smotrnost uvedbe določene CRM rešitve za izbrano podjetje.

Ključne besede

informacijske rešitve;upravljanje odnosov s strankami;CRM;izbira;uvedba;

Podatki

Jezik: Slovenski jezik
Leto izida:
Tipologija: 2.11 - Diplomsko delo
Organizacija: UM EPF - Ekonomsko-poslovna fakulteta
Založnik: [A. Gavez]
UDK: 004.77
COBISS: 38778883 Povezava se bo odprla v novem oknu
Št. ogledov: 403
Št. prenosov: 95
Ocena: 0 (0 glasov)
Metapodatki: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Ostali podatki

Sekundarni jezik: Angleški jezik
Sekundarni naslov: Implementation of a new CRM solution in the case of compoany X
Sekundarni povzetek: Through the years, companies have realized that satisfied customers are key to their success in the market. They started looking for ways to gain new customers, provide them with a good experience, satisfy them and how to retain them. With the development of Customer Relationship Management (CRM) solutions, companies have come closer to customers than ever before. If years ago, the use of CRM solutions in companies was not necessary for their existence, rapid changes in business, increasing customer requirements and competitive pressures forced the company to use various information solutions, including CRM solutions. The process of selecting and implementing CRM solutions is anything but a simple process. Every year, there is a bigger market of providers to choose from. It is important for a company to choose the CRM solution that will best meet their needs and requirements and solve any problems in their business strategies and decision-making. During the implementation, the company as a whole must focus on the implementation of a CRM solution, as this is a project of the entire company. Otherwise, the project will not be carried out in the foreseen time, with the foreseen costs or to the foreseen extent, or will not be carried out at all. In the introduction of our diploma thesis we will present the basic problems, goals, purpose and hypotheses of the diploma thesis. In the second chapter, we will present the basic starting points of customer relationship management as a theory. We will then apply this theory to CRM solutions and present the importance of CRM solutions for companies. We will then present the architecture of CRM solutions and describe the process of selecting and implementing CRM solutions. In the third chapter, we will describe the selected company and analyse the current state of the CRM solution in this company. We will then compare four CRM solution providers with each other. Based on the information gathered and the importance of certain factors for the selected company, we will then assess the feasibility of implementing a specific CRM solution in the selected company.
Sekundarne ključne besede: Customer relationship management;CRM solutions;customers;selection of CRM solutions;implementation of CRM solutions;CRM solution architecture;
Vrsta dela (COBISS): Delo diplomskega projekta/projektno delo
Komentar na gradivo: Univ. v Mariboru, Ekonomsko-poslovna fak.
Strani: II, 43 str.
ID: 11925497