20.500.12556/DKUM-15674 UVAJANJE REŠITVE MICROSOFT DYNAMICS CRM NA PRIMERU FAKULTETE DOBA IMPLEMENTATION OF MICROSOFT DYNAMICS CRM SOLUTION AT DOBA FACULTY Po gospodarski krizi, ki je prizadela svetovno gospodarstvo v zadnjih dveh letih, so tako ljudje kot podjetja postali pri svojih nakupih vse bolj previdni in premišljeni. To je povzročilo pravi konkurenčni boj za odjemalce in poslovne partnerje. Stranke so glavni vir dohodka podjetij, zato se jim morajo podjetja maksimalno posvetiti in poskrbeti za njihovo zadovoljstvo, saj lahko le tako posledično dosežejo tudi njihovo lojalnost in maksimizirajo njihovo dobičkonosnost. Do izraza so prišla podjetja, ki imajo dobro urejen in razvit management odnosov s strankami ali CRM. Gre za strateško razvijanje odnosov z donosnimi strankami, katerega namen je povečati število strank, doseči visoko raven ponovnih nakupov, obdržati najdonosnejše kupce, povečati vrednost nakupov, odzivati se proaktivno v očeh kupca in ne izdelka … Za uvedbo koncepta CRM ni zadosti le namestitev programske opreme, ampak je znotraj organizacije najprej potrebno spremeniti miselnost, kulturo in način dela. Sledi implementacija programske oprema za informacijsko podporo udejanjanja koncepta CRM. Ena izmed možnih rešitev je uvedba Microsoft Dynamics CRM, ki omogoča podporo prodajnim, trženjskim in servisnim procesom. Kako poteka uvedba tovrstne rešitve in kakšne prednosti prinaša, pa si lahko podrobneje preberete na straneh 30-36. After the economic crisis, which has hit the global economy in the past two years, everyone, people and companies became more careful and prudent at their purchase. This has led to real competitive battle at the market for new customers and business partners. Customers are the main source of income for businesses, so the main goal of any businesses is to achieve and have satisfied as well as loyal customers. This is the only way that leads to the maximum profitability of your customers. This is much easier if you have well organized and developed customer relationship management or CRM system. Definition of CRM is: It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Thinking about CRM in primarily technological terms is a mistake. Companies have to change their culture, way of thinking and working first and after that they also need new information technology, software in the background, which will help them bring all the data together and analyze it. So all information is stored at one place and it is very easy for the employees to access it whenever they need it. One of the possibilities is implementation of Microsoft Dynamics CRM solution, which provides support for sales, marketing and service processes. More details about the implementation of Microsoft CRM and its benefits you can read on pages 30-36. CRM upravljanje odnosov s strankami management odnosov s strankami Microsoft Dynamics CRM Microsoft Dynamics Sure Step kupci odjemalci stranke poslovni partnerji informacijska podpora izobraževalna ustanova Doba ORG. TEND. CRM customer relationship management Microsoft Dynamics CRM Microsoft Dynamics Sure Step customers business partners information technology Doba faculty ORG. TEND. true true false [D. Škorc] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2010-09-16 12:40:46 2010-12-22 12:05:15 2022-04-13 07:29:46 2023-12-19 03:26:46 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 659.2:004 10494748 URN:SI:UM:DK:M9I3VJDQ UNI_Skorc_Denis_2010.pdf UNI_Skorc_Denis_2010.pdf 1 8929D153F3A07BEC75E124EFD44FF922 dfd87e6e6259525165ddc74e141f728e3ad9369817817ade4f89ee78f21cf448 746087ab-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/c4bae2df-9d8d-4c1e-808a-5332797454bb https://dk.um.si/Dokument.php?lang=slv&id=17325 Ekonomsko-poslovna fakulteta 0 0 0