20.500.12556/DKUM-16919 OBLIKOVANJE K STRANKAM USMERJENEGA PODJETJA DESIGNING THE CUSTOMER-CENTRIC COMPANY V diplomskem delu smo obravnavali strategijo usmerjenosti podjetja k stranki, pri kateri igrajo glavno vlogo stranka, njene želje in potrebe ter zadovoljitev le-teh. Glavni cilj strategije je bil predvsem oblikovanje podjetja tako, da bo usmerjeno k stranki, podprli pa smo ga s celovitim upravljanjem odnosov s strankami. Za Terme Snovik smo pripravili predlog strategije usmerjenosti k stranki ter predlog postavitve ogrodja upravljanja odnosov s strankami. Popisali smo tudi glavne procese, ki se dotikajo gostov, in na željo podjetja na konkretnem primeru pokazali, kako se mora podjetje lotiti identifikacije svojih najdonosnejših gostov, ki so razlog za obstoj in rast podjetja. In presented work we analysed a strategy of a customer-centred company in which a customer, his wishes and needs play a leading role. Our final objective was to design a customer-centric company, supported by customer relationship management. For Terme Snovik spa we made a proposal on a level of customer-centricity and a proposal on how to set up a customer relationship management framework. We also identified the main customer processes and following a company request we prepared a case study presenting how the company must identify the most profitable segment of its customers. They are the reason for the existence and growth of the company. usmerjenost k stranki osredotočenost na stranko upravljanje odnosov s strankami najbolj dobičkonosna stranka customer-centricity customer-focused customer relationship management highly profitable customer true true false Slovenski jezik Angleški jezik Diplomsko delo 2010-12-02 09:02:36 2011-01-03 14:00:03 2022-04-13 09:01:55 2023-12-21 03:23:45 2010 0 Kranj 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6774291 URN:SI:UM:DK:PD8EFS5P UNI_Jeric_Anja_2010.pdf UNI_Jeric_Anja_2010.pdf 1 B070BF15A4110A8C669603761BAFFBC4 443670c0875d342fb6e04270a0764f895c36e8752d2562540e786a7a737efce2 c311a4ba-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/6f95840a-9883-4400-a353-a8e7cdcf505c https://dk.um.si/Dokument.php?lang=slv&id=19425 Fakulteta za organizacijske vede 0 0 0