20.500.12556/DKUM-20108 PREJ/POTEM EFEKT NA KLJUČNE KAZALNIKE Z UVEDBO CRM SISTEMA V PODJETJE BEFORE/AFTER EFFECT ON KEY INDICATORS BY INTEGRATION A CRM SYSTEM IN COMPANY Namen diplomskega seminarja je predstaviti učinkovito ter uspešno uvedbo CRM sistema v podjetje, kar bomo predstavili na podlagi podjetja Telemach. Uvedba sistema ima mnoge pasti, s katerimi se srečuje podjetje na poti uvedbe, a z željo in zagnanostjo lahko dosežejo popolni sistem za interese podjetja in tudi zadovoljstvo strank. Telemach je eno izmed vodilnih telekomunikacijskih podjetij v Sloveniji in z uvedbo rešitve CRM si je povečalo število zadovoljnih strank z visokimi vrednostmi za podjetje. Čeprav je imelo podjetje na začetku kar nekaj težav z uvedbo rešitve, je nato novo vodstvo le pripomoglo k uspešni uvedbi in s tem tudi izboljšanju ključnih dejavnikov poslovanja v podjetju Telemach. V tej diplomski nalogi je tako opredeljen teoretičen in praktičen del uspešne uvedbe rešitve CRM in tudi sprememba ključnih dejavnikov, ki prikazujejo uspešnost podjetja na bolje. Opisan je pomen besede CRM, koraki njene uvedbe, njena arhitektura in morebitne prednosti in slabosti uvedbe. Vse skupaj je lepo zaključeno z opisom Telemachovega praktičnega primera uresničitve rešitve CRM. The purpose of the diploma seminar is to present an effective and successful implementation of CRM sistem to company, which we will represent the basis of Telemach company. Implementation of CRM sistem could be very stressfull and hard, but with a lot of good energy and hard working people we could make system which will help to increase companies popularity and make costumers happy. Telemach is one of the leading telecom companies in Slovenia and the implementation of CRM solutions has increased the number of satisfied customers wwhich was of great importance for the company. Although the company had at the beginning some problems with the implementation of the solution, then a new leadership contributed to the successful implementation and this improve business key factors in the Telemach company. In thins diploma seminar is theoretical and practical part of the successful adoption of CRM solutions and also change of key factors that show the better performance of the company. Diploma seminar describes the meaning of the word CRM, the steps of its introduction, its architecture and possible advantages and disadvantages of implementation. All this is beautifully finished with a description of the realization of a practical example of Telemach’s CRM solutions. update.seven rešitev CRM CRM arhitektura faze uvedbe CRM Telemach update.seven solution CRM CRM architecture the stage introduction of CRM Telemach true true false [K. Črnko] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2011-09-08 20:02:13 2011-11-25 08:59:30 2022-04-14 07:38:18 2023-12-26 03:17:03 2011 0 Spodnji Duplek 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 10854940 URN:SI:UM:DK:V9SSC1JF UNI_Crnko_Katja_2011.pdf UNI_Crnko_Katja_2011.pdf 1 8A270B00294012E99874F535A92E4121 77ff725cd6b534d9f0aed978198443da6bb8dfcdeb74b4fe05a40f62ac06d1a4 8a0181ae-7c05-11eb-bb7a-00155d0001ca 20.500.12556/dkum/853b537f-0a78-49e4-806d-7d4ad8e87e49 https://dk.um.si/Dokument.php?lang=slv&id=24692 Ekonomsko-poslovna fakulteta 0 0 0