20.500.12556/DKUM-59738 INTEGRACIJA SPLETNIH SEMINARJEV S SISTEMOM ZA UPRAVLJANJE ODNOSOV Z STRANKAMI INTEGRATION OF WEBINARS WITH CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM Sistem za upravljanje odnosov s strankami je v mnogih podjetjih glavno orodje prodaje in trženja, s katerim sledijo stranki od samega pridobivanja kupca do servisiranja in spremljanja kupčeve zvestobe. Ena poglavitnih nalog sistema za upravljanje odnosov s strankami je spremljanje in beleženje komunikacije s strankami, ki poteka preko različnih kanalov. Sistem za upravljanje odnosov s strankami lahko dobre rezultate daje le s kvalitetnimi podatki, zato sta pravilen vnos in nabiranje pravih podatkov v sistem ključnega pomena. V diplomskem delu smo raziskali področje povezave sistema za upravljanje odnosov s strankami in sistema za izvajanje spletnih seminarjev kot pomembnega prodajnega kanala. Spletni seminarji so priljubljeni med ponudniki in slušatelji, saj lahko le-ti iz svojega delovnega okolja interaktivno sodelujejo. V podjetju SAOP, d. o. o., aktivno uporabljajo sistem za upravljanje odnosov s strankami, kakor tudi spletne seminarje za prodajne in druge predstavitve svojih rešitev. Glavni cilj diplomske naloge je načrtovati in razviti programsko rešitev, ki bo združevala oba sistema in omogočala ustrezen pretok podatkov brez izgube kvalitete podatkov. Po uvedbi rešitve za povezavo obeh sistemov spletni seminar postane nov prodajni kanal, vključen v procese sistema za upravljanje odnosov s strankami. Customer relationship management system is today in many companies’ primary tool for sales and marketing where they track the customer from the qualification to supporting to loyalty. One of the main tasks of customer relationship management system is to track all the communication with the customers through different communication channels. Customer relationship management can provide good results only with clean data so the input o and the way of gathering data is crucial for the system. This thesis studied the integration between customer relationship management system and online webinar system as an important sales channel. Webinar are very popular among presenters and customers because they can attend a session from their workplace but they still can interactively participate in the session. SAOP d.o.o. actively uses customer relationship management system and present a lot of sales sessions through webinars. Main goal of the study is to design and develop a solution to integrate both systems. After the integration of both systems the Webinar is a new and powerful sales channel integrated in the customer relationship management system. sistem za upravljanje odnosov s strankami spletni seminarji integracija Microsoft Dynamics CRM Citrix GoToWebinar. Customer Relationship Management Webinars Integration Microsoft Dynamics CRM Citrix GoToWebinar true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2016-05-26 13:34:55 2016-07-06 09:19:24 2022-06-21 03:06:41 2019-07-11 11:23:50 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7652115 URN:SI:UM:DK:EJHJGIHV VS_Vodusek_Tomaz_2016.pdf VS_Vodusek_Tomaz_2016.pdf 1 C5CC9D5C31D95CF83EA3004B443B6735 32f62e6083d2216f8d12a9c345d6cff42e309975900f78d8f2762c428bf18e9d 905a0c28-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=92798 Fakulteta za organizacijske vede 0 0 0