1. A successful CRM implementation project in a service company : case studyFranka Piskar, Armand Faganel, 2009, izvirni znanstveni članek Opis: Customer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions. Ključne besede: customer relationship management, implementation, customer focus, process approach, quality, customer information, marketing, service company, Slovenia Objavljeno v DKUM: 28.11.2017; Ogledov: 1608; Prenosov: 252
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2. Business marketing management : B2BMichael D. Hutt, Thomas W. Speh, učbenik za višje in visoke šole Ključne besede: enterprises, company performance, marketing, intercompany marketing, customer relationship, management, supply chain, marketing strategy, new products, services, electronic marketing, electronic commerce, planning, globalization, marketing channels, pricing, advertising, sales promotion, Internet, case study Objavljeno v DKUM: 05.06.2012; Ogledov: 2656; Prenosov: 86
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3. Marketing across culturesJean-Claude Usunier, 2000, učbenik za višje in visoke šole Ključne besede: marketing, convergence, international marketing, globalization, market, integration, consumption, local communities, regional economics, consumer, culture, dynamic systems, time, space, interactions, behavior, intercultural communication, decision, product policy, managing, relativism, variables, business environment, distribution, sales promotion, personal selling, business communication, international exchange, relationship marketing, market research, public relations, bargaining, textbooks, case study Objavljeno v DKUM: 01.06.2012; Ogledov: 3153; Prenosov: 141
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