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Title:Uvajanje managementa odnosov s strankami (CRM) v podjetju Chutis d.o.o.
Authors:Salkić, Alen (Author)
Iršič, Matjaž (Mentor) More about this mentor... New window
Files:.pdf UN_Salkic_Alen_2018.pdf (1,86 MB)
 
Language:Slovenian
Work type:Diploma project paper (mb13)
Typology:2.11 - Undergraduate Thesis
Organization:EPF - Faculty of Business and Economics
Abstract: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.
Keywords:informacijska tehnologija, CRM, upravljanje odnosov s strankami, podjetje, implementacija.
Year of publishing:2018
Publisher:[A. Salkić]
Source:Maribor
UDC:659.2:004
COBISS_ID:13256220 Link is opened in a new window
License:CC BY-NC-ND 4.0
This work is available under this license: Creative Commons Attribution Non-Commercial No Derivatives 4.0 International
Views:150
Downloads:16
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:Implementation of customer relationship management (CRM) in a Chutis ltd.
Abstract: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.
Keywords:information technology, CRM, customer relationship management, company, implementation.


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