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Title:Program zvestobe za majhna in mikro podjetja
Authors:Tkalec, Vladimir (Author)
Werber, Borut (Mentor) More about this mentor... New window
Files:.pdf SPEC_Tkalec_Vladimir_2016.pdf (3,09 MB)
 
Language:Slovenian
Work type:Specialist thesis (m3)
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:V specialističnem delu smo prikazali moderne trende na področju programov zvestobe. Postavili smo cilj, da si vse, kar si lahko privoščijo veliki trgovci, lahko privoščijo tudi manjše organizacije in na primeru iz prakse to poskusili tudi dokazati. Pri tem smo pokazali, kako pomemben je inovativen pristop pri upravljanju shem zvestobe. V uvodnem delu smo predstavili problemsko stanje, postavili glavne in sekundarne cilje ter opisali metodologijo dela. V teoretičnem delu smo pregledali karakteristike programov zvestobe. Zaradi razvoja tehnologije in širše uporabnosti smo posebno pozornost namenili tehnologiji pametnih kartic, ki so nepogrešljiv člen sodobnih programov zvestobe. Z analizo trenutnega stanja in podano kritično analizo obstoječih procesov smo nadaljevali v smeri izgradnje programa zvestobe za obravnavano podjetje. Ustanovili smo projektno skupino, v kateri smo se dogovorili, da bomo razvili novo različico programske rešitve mojCENT, ki bo temeljila na sodobnih rešitvah, ki jih uporabljajo velika podjetja. Predstavili smo arhitekturo programske opreme, ključne module za delovanje sistema in upravljanje kampanj. Osrednji del naloge smo končali s prenovo procesov, predstavitvijo kartice zvestobe in SWOT analizo. Nalogo smo zaključili z oceno učinkov prenovljenega procesa ter z opisom možnosti nadaljnjega razvoja.
Keywords:program zvestobe, pametna kartica, upravitelj kampanj, sistem za upravljanje odnosov s strankami, plačevanje
Year of publishing:2016
Source:Maribor
COBISS_ID:7771155 Link is opened in a new window
NUK URN:URN:SI:UM:DK:99I5YK9W
Views:804
Downloads:30
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Categories:FOV
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Secondary language

Language:English
Title:Loyalty program for small and micro-enterprises
Abstract:The specialist thesis tackles modern loyalty program trends. An objective has been set that whatever a large retailer can do, also applies to small-sized companies, which we have tried to prove using a practical example. In addition, it has been shown how important an innovative approach to managing loyalty schemes is. In the first part the problem state of affairs is presented. In addition, both primary and secondary objectives have been set and the methodology of work described. The theoretical part deals with characteristics, types and elements of loyalty programs, paying particular attention to smart card technology as smart cards are without doubt an indispensable part of contemporary loyalty programs. After analysing the current state of affairs and providing a critical analysis of the existent processes we have continued in the direction of creating a loyalty program for the company considered. A project group has been set up, within which we have agreed to develop a new version of »mojCENT« loyalty program solution that will be based on contemporary approaches used by large retailers. The software architecture is presented and the key modules for operating a system and managing a campaign are outlined. The body is concluded with process reengineering, the presentation of a loyalty card and a SWOT analysis. Finally, the effects of the reengineered process are assessed plus the potential for further development described.
Keywords:loyalty program, smart card, campaign manager, customer relation management, payment


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