| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font
First page > Show document

Show document Help

Title:Kritični dejavniki uspeha uvajanja rešitev CRM na primeru Microsoft Dynamics 365 Customer Engagement
Authors:ID Slekovec, Saša (Author)
ID Sternad Zabukovšek, Simona (Mentor) More about this mentor... New window
Files:.pdf MAG_Slekovec_Sasa_2021.pdf (1,70 MB)
MD5: 3F1E2114C6091998717FD44EAB2D7024
PID: 20.500.12556/dkum/fbe7feb1-f4a0-49c7-82e4-82ab29729fcf
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:V današnjem času se podjetja zaradi nenehnih sprememb tehnologije in konkurenčnosti borijo za pridobivanje in zadrževanje strank. Tako se je koncept upravljanja odnosov s strankami oblikoval tudi kot strateška rešitev za podjetja. V prvem delu magistrskega dela se bomo srečali s pojmom upravljanje odnosov s strankami in ga opredelili. Opredelili bomo CRM rešitev in njeno arhitekturo, ki se deli na strateško, strukturno in procesno. Predstavili bomo namestitvene modele CRM rešitev, ki smo jih podrobneje razdelili na CRM rešitev na lokaciji in CRM rešitev v oblaku. V magistrskem delu bomo opredelili prednosti in slabosti CRM rešitev in izpostavili nekaj ponudnikov CRM rešitev ter trende, ki se pojavljajo na področju CRM rešitev. Predstavili bomo izbiro in uvedbo CRM rešitev. Pri uvedbi CRM rešitev bomo predstavili najpogosteje izbrana pristopa uvedbe CRM rešitev, in sicer fazni in agilni pristop. Nato se bomo osredotočili na kritične dejavnike uspeha uvajanja CRM rešitev in sklope le-teh. Sklopi, ki jih bomo opredelili, so človeški, organizacijski in tehnološki. V drugem delu magistrskega dela se bomo osredotočili na metodologijo Microsoft Dynamics Sure Step, rešitev Microsoft Dynamics 365 Customer Engagement in KDU uvajanja Microsoft Dyanmics 365 Customer Engagement. Podrobneje bomo predstavili tudi rešitev Microsoft Dynamics 365 Customer Enagagement. Opredelili bomo prednosti, ki nam jih prinaša. Za uvedbo Microsoft Dynamics 365 Customer Engagement bomo uporabili metodologijo Microsoft Dynamics Sure Step in agilni pristop. Med KDU uvajanja Microsoft Dyanmics 365 Customer Engagement bomo uvrstili človeške, organizacijske in tehnološke sklope. Te smo opredelili z vidika podpore uprave, izvršnega direktorja, organizacijske kulture, organizacijske infrastrukture, človeških virov, upravljanje znanja, strategije, procesov, kakovosti informacij, rešitve in storitve, integracije, usmerjenosti na stranko, izkušeni in usposobljeni zaposleni ter tehnološke pripravljenosti. Identificirali bomo tudi kritične dejavnike uspeha po uvedbi Microsoft Dynamics 365 Customer Engagement.
Keywords:kritični dejavniki uspeha (KDU), upravljanje odnosov s strankami (CRM), uvajanje, Microsoft Dynamics 365 Customer Engagement, metodologija, Microsoft Dynamics Sure Step
Place of publishing:[Maribor
Publisher:S. Slekovec
Year of publishing:2021
PID:20.500.12556/DKUM-80353 New window
UDC:004.77
COBISS.SI-ID:90173955 New window
Publication date in DKUM:20.12.2021
Views:947
Downloads:80
Metadata:XML DC-XML DC-RDF
Categories:EPF
:
Copy citation
  
Average score:(0 votes)
Your score:Voting is allowed only for logged in users.
Share:Bookmark and Share


Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:08.09.2021

Secondary language

Language:English
Title:Critical success factors of the implementation of CRM solutions in the case of Microsoft Dynamics 365 Customer Engagement
Abstract:Nowadays, due to constant changes in technology and competitiveness, the companies are struggling to gain and retain customers. The concept of customer relationship management is designed as a strategic solution for companies. In the first part of the master’s thesis, we will meet the concept of customer relationship management and define it. We will define a CRM solution and its architecture, which is divided into strategic, structural and process. We will present the installation models of CRM solutions, which we have divided in more detail, into CRM solutions on premise and CRM solutions on cloud. In the master thesis we will define the advantages and disadvantages of CRM solutions and expose some providers of CRM solutions and trends that are emerging in the field of CRM solutions. We will present the selection and implementation of CRM solutions. When implementing CRM solutions, we will present the most frequently selected approaches to implementing CRM solutions, they are Waterfall and Agile. Then we will focus on CSF of implementing CRM solutions and their sets. The sets are human resources, organizational and technological. In the second part of the master thesis, we will focus on the Microsoft Dynamics Sure Step methodology, the Microsoft Dynamics 365 Customer Engagement solution and the CSF implementation of Microsoft Dynamics 365 Customer Engagement. We will also present the Microsoft Dynamics 365 Customer Engagement solution in more detail and the identify the benefits it brings us. For implementation of Microsoft Dynamics 365 Customer Engagement, we will use Microsoft Dynamics Sure Step methodology and Agile approach. Among the CSF in the implementation of Microsoft Dynamics 365 Customer Engagement, we identify human resources, organizational and technical types. Components that we linked to types are top management support, chief executive officer, culture, organizational infrastructure, human resource management, knowledge management, strategy, process, information quality, solution quality, service quality, integration, customer orientation, experienced and qualified employees, and technological readiness. We will also identify CSF after the implementation of Microsoft Dynamics 365 Customer Engagement.
Keywords:Critical Success Factors (CSF), Customer Relationship Management (CRM), implementation, Microsoft Dynamics 365 Customer Engagement, methodology, Microsoft Dynamics Sure Step


Comments

Leave comment

You must log in to leave a comment.

Comments (0)
0 - 0 / 0
 
There are no comments!

Back
Logos of partners University of Maribor University of Ljubljana University of Primorska University of Nova Gorica