20.500.12556/DKUM-13720 VPLIV CRM IN IP TELEFONIJE NA LOGOSTIČNE PROCESE THE IMPACT OF CRM AND IP TELEPHONY ON LOGISTICS PROCESSES V diplomskem delu smo opisali posredni vpliv CRM in IP telefonije na logistične procese. V prvem delu naloge smo podrobneje predstavili posamezne pojme logistike in informacijskih sistemov. V drugem delu smo predstavili CRM sistem in njegov razvoj, ki v središče dogajanja postavlja stranko oz. naročnika, ki je za razvoj in obstoj podjetja na trgu ključnega pomena. Bistvo koncepta CRM je spremenjen pogled na stranko, z upoštevanjem njenih potreb, želja in zahtev. V tretjem delu smo predstavili delovanje in ponudbo IP telefonije. V nalogi je prikazana IP telefonija kot način izvajanja koncepta CRM. V zadnjih letih so cene IP telefonije upadle, zato je bolj dostopna manjšim in srednje velikim podjetjem, ter tako hitro povrne investirana sredstva in prinese veliko novih funkcionalnosti. V zadnjem delu diplomske naloge smo predstavili integracijo obeh sistemov CRM in IP telefonije, našteli njune prednosti in slabosti, ter opisali njihov posreden vpliv na logistične procese. Na koncu naloge je opisana še integracija Cisco IP telefonije in Microsoft Dynamics CRM sistema. In this diploma we have described the indirect impact of CRM and IP telephony on logistics processes. In the first part of my diploma we have in detail presented parts of logistics and information systems. In the second part we have presented the CRM system and his development which places the customer in the middle of management and is the key of development and existence of companies. The CRM concept is the new view on the customer with considering their needs, requests and demands. In the third part of my diploma we have described the technology and offers for IP telephony. IP telephony in this work is presented as the way of performing the CRM concept. In the last years the prices for IP telephony droped and therefore it is more affordable for small and medium sized companies. The time for return on investments is shorter and it brings new functionalities to bussines processes. In the last part of my diploma we have described the integration of CRM and IP telephony, presented the advantages and disadvantages and described the indirect impact of the integration on logistics processes. At the end of the work is decribed the integration of Cisco IP telephony and Microsoft Dynamics CRM system. logistika logistični procesi informacijski sistemi upravljanje odnosov s strankami IP telefonija podatkovna baza integracija CRM in IP telefonije logistics logistic processes information systems customer relationship management IP telephony database CRM and IP telephony integration true true false [G. Bračko] Slovenski jezik Angleški jezik Diplomsko delo 2010-04-18 18:07:47 2010-08-25 08:38:54 2022-04-12 11:26:02 2023-12-16 03:27:30 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.7 10338332 URN:SI:UM:DK:JFGA93YQ UNI_Bracko_Gregor_2010.pdf UNI_Bracko_Gregor_2010.pdf 1 269806E172ADB2D1047086421ABD806F d230f0347b8f2af57a5e339d645ac7fefa634f43a19b7749069f59827ec2da65 f9e3d4ad-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/22bd462b-0e83-4e9f-83dc-df80b18e8def https://dk.um.si/Dokument.php?lang=slv&id=14097 Ekonomsko-poslovna fakulteta 0 0 0