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Title:CRM KOT INFORMACIJSKA PODPORA MOBILNI PRODAJI
Authors:ID Črnko, Katja (Author)
ID Bobek, Samo (Mentor) More about this mentor... New window
Files:.pdf MAG_Crnko_Katja_2014.pdf (1,39 MB)
MD5: 327E5E41C4DAC7CE32417F9DC1B422B4
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Mobilni odnosi s strankami so ključnega pomena za ohranjanje dobrih odnosov s strankami in partnerji. Izbira pravega CRM sistema postaja za podjetja vedno bolj zahtevno in kompleksno delo, kajti na trgu je vedno več novih in bolj izvirnih ponudnikov mobilnih CRM rešitev. Le z upoštevanjem želja in zahtev zaposlenih v podjetju lahko izbere podjetje CRM rešitev, ki bo ugodno vplivala na vse ravni podjetja in omogočila brezhibno delovanje podjetja. V prvem poglavju smo razložili osnovne definicije CRM rešitve, opredili njegov razvoj, arhitekturo, gradnike ter razvoj od nastanka do danes. CRM je novejši sistem, ki se šele razvija, čeprav je zasnova nastala že pred tisoče let, ko je kmet začel prodajati prve stvari. Podjetjem daje možnost inovativnega razmišlanja in prilagajanja strankam. Mobilni aparati so sedaj »modna muha« na trgu, kar pomeni, da njihova uporaba na vrhuncu. Tako je primerno, da razmislimo tudi o mobilnem poslovanju s pomočjo CRM rešitve. V drugem poglavju smo tako opredelili ponudnike CRM-ja in njihove rešitve. Glavni ponudniki, ki so svetovno najbolj znani, so Salesforce.com, IBM in Microsoft. V tretjem poglavju smo osnovno opisali postopek uvedbe CRM sistema po korakih. Gre za uvedbo kateregakoli CRM sistema, tako navadnega, kot tudi mobilnega. V nadaljevanju poglavja smo opisali tudi namen in uporabo ter dejavnike uvajanja CRM rešitve. Četrto poglavje na kratko opredeljuje izbrano podjetje s pomočjo katerega smo prišla do ključnih informacij za praktični del magistrskega dela. Peto poglavje je namenjeno informacijski podpori mobilni prodaji. V to poglavje je vključena opredelitev informacijske podpore, analiza glavnih ponudnikov, razlog in pričakovanja uvedbe ter predlog uvedbe mobilne CRM rešitve. Sure step metoda je najenostavnejši način uvedbe CRM rešitve, ki bi omogočala celovito informacijsko podporo mobilni prodaji v SRC d.o.o.
Keywords:Upravljanje odnosov s strankami, odnosi, »top« ponudniki, informacijska podpora mobilni prodaji, Shure Step metoda, SRC d.o.o.
Place of publishing:Maribor
Publisher:[K. Črnko]
Year of publishing:2014
PID:20.500.12556/DKUM-45251 New window
UDC:658.8
COBISS.SI-ID:11798556 New window
NUK URN:URN:SI:UM:DK:L3X9H0RQ
Publication date in DKUM:07.10.2014
Views:1826
Downloads:156
Metadata:XML DC-XML DC-RDF
Categories:EPF
:
ČRNKO, Katja, 2014, CRM KOT INFORMACIJSKA PODPORA MOBILNI PRODAJI [online]. Master’s thesis. Maribor : K. Črnko. [Accessed 17 April 2025]. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=45251
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Secondary language

Language:English
Title:CRM AS AN IT SUPPORT FOR MOBILE SALES
Abstract:Mobile customer relationships are crucial to maintaining good relations with customers and partners. Choosing the right CRM system for businesses is becoming increasingly challenging and complex task, because at the market are more and more new providers of mobile CRM solutions. Only by taking into account the wishes and demands of employees in the company, company can choose a CRM solution that will have a positive impact on all levels of the company and enable trouble-free operation of the company. In the first chapter, we explained the basic definitions of CRM solutions. Its development, architecture, building blocks and development from generation to today. CRM is a newer system that is under development, although the design is formed thousands of years ago, when the farmer began to sell the first thing. It gave to businesses the opportunity of innovative thinking and customized solutions. Mobile devices are now "in" in the market, which means that their use its »at peak«. Thus, it is appropriate to also consider the mobile commerce using the CRM solutions. In the second chapter, we defined the providers of CRM and their solutions. Major suppliers who are world-renowned as Salesforce.com, IBM and Microsoft. In the third chapter, we describe the basic process of introducing the CRM system step by step. This is the introduction of any CRM system so plain, as well as mobile. In this chapter we describe the purpose and use, and the factors deployment of CRM solutions. The fourth chapter briefly defines the selected company. With the help which we came to key information for the practical part of the master's thesis. The fifth chapter is dedicated to IT support mobile sales. In this chapter is include the definition of IT support, analysis of the main providers of reason and expectations of the introduction and the proposal of introducing mobile CRM solutions. Sure step method is the simplest way of introducing CRM solution that would enable comprehensive IT support mobile sales in SRC d.o.o.
Keywords:Customer relationship management, relationships, "top" providers, IT support mobile sales, Shure Step Method, SRC d.o.o.


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