20.500.12556/DKUM-12474 ANALIZA IN PRIMERJAVA REŠITEV ZA UPRAVLJANJE ODNOSOV S STRANKAMI ANALYSIS AND COMPARISON OF COSTUMER RELATIONSHIP MANAGEMENT SOLUTIONS V diplomskem delu je predstavljen sistem za upravljanje odnosov s strankami, imenovan CRM, ter analiza in primerjava rešitev. Podrobneje je predstavljeno, kaj pomeni CRM, zakaj ga uvesti v podjetje in kakšne koristi dobimo z uvedbo le tega. Natančneje so predstavljeni koraki implementacije omenjenega sistema v podjetje, ki so sestavljeni iz analize, uvedbe in vzdrževanja, ter razlogi, zakaj je lahko uvedba neuspešna. V nadaljevanju diplomskega dela je predstavljen sistem CRM iz tehničnega vidika. Tukaj smo se osredotočili na sisteme, ki delujejo kot namizni in tiste, ki se ponujajo kot storitev. Analizirali smo tehnologije, ki so v uporabi pri spletnih CRM aplikacijah, ter raziskali različne arhitekture. Predstavljene so tudi razlike med obema vrstama CRM aplikacij s praktičnega, tehničnega in finančnega vidika. S tem smo želeli prikazati, na kaj moramo biti pozorni pri izbiri CRM aplikacij. Raziskali smo tudi različne ponudnike CRM sistemov, jih podrobneje testirali, primerjali ter analizirali in izdelali odločitveni model za izbiro najustreznejšega s pomočjo programa DEXi. V zadnjem delu smo natančneje opisali uvedbo sistema CRM v podjetje z uporabo platforme Intrix, s katero smo izdelali aplikacijo Intrix CRM. Zraven uvedbe sistema v podjetje, smo implementirali dodatne prilagoditve na aplikaciji, ter le to enosmerno sinhronizirali z ERP sistemom Pantheon. In the diploma work we presented the customer relationship management, known as CRM and additionally presented analysis and comparison of different systems. We presented what CRM means, why it is introduced into the company and what are the benefits gained by introducing it. Specifically, we looked in the implementation of the presented procedures in the company and the reasons, why the introduction is unsuccessful. In the second part of the diploma work the difference between the two types of CRM applications is presented, from the practical, technical and financial point of view. Here we were focused on systems, which are operating over the internet. With results we wanted to show what companies should be careful about when choosing CRM applications. We have also explored various providers of CRM, we have further tested, analysed and produced a decision model, with program DEXi, for selecting the most appropriate one. In the last part, we have described implementation of the Intrix CRM in an enterprise. We have also described the implementation of additional adjustments and synchronization platform with ERP system Pantheon. upravljanje odnosov s strankami analiza rešitev CRM primerjava rešitev CRM uvedba sistema CRM customer relationship management CRM analysis CRM comparison implementation of the CRM true true false [U. Žohar] Slovenski jezik Angleški jezik Diplomsko delo 2009-11-19 17:42:38 2010-01-05 10:17:02 2022-04-12 07:31:45 2022-04-19 03:29:43 2009 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004.777:005.2(043.2) 13785622 URN:SI:UM:DK:7QK4BJ93 VS_Zohar_Uros_2009.pdf VS_Zohar_Uros_2009.pdf 1 026B945CD654471A281D024C551D82C5 46442287a09979a6d9295f26b2336e4e91960229dcdd506e5d8da5431a774dce 6c304dd9-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/f7daecfe-fdc7-404b-b3fb-becc1555e2bd https://dk.um.si/Dokument.php?lang=slv&id=11967 Fakulteta za elektrotehniko, računalništvo in informatiko 0 0 0