20.500.12556/DKUM-59835 UVEDBA ODPRTOKODNEGA CRM V MANJŠEM PODJETJU DEPLOYMENT OF AN OPEN SOURCE CRM IN A SMALL COMPANY Za upravljanje odnosov s strankami mnoga majhna podjetja v začetku ne uporabljajo temu namenjenih sistemov (CRM), temveč si pomagajo s standardnimi orodji, kot so npr. imenik, koledar in e-pošta. Sorazmerno z rastjo podjetja pa običajno raste tudi število strank, opravil in informacij, ki morajo biti pregledno zabeležene in posredovane. Pojavi se torej potreba po uvedbi CRM rešitve, v kateri bi bile integrirane vse funkcije upravljanja odnosov s strankami, od komunikacije po telefonu in e-pošti, do naročil, reklamacij in podobno. Glede na to, da so plačljive CRM rešitve uveljavljenih ponudnikov običajno prevelik finančni zalogaj za manjša podjetja, bomo v diplomski nalogi raziskali in predstavili uvedbo odprtokodnega CRM sistema v vzorčnem podjetju ter raziskali, kako lahko uvedba sistema pripomore k izboljšanju poslovanja in procesov znotraj podjetja. In their early days, many small businesses do not use dedicated customer relationship management (CRM) systems to manage their customer relations. Instead, they use standard tools, such as address books, calendars and e-mail. But as the business grows, the number of customers, load of tasks and amount of information that needs to be comprehensively stored and transmitted increase as well. Therefore, companies need to implement a CRM solution that would include all functions of customer management, from telephone and e-mail communication to orders, complaints etc. Taking into consideration that commercial CRM systems provided by established software vendors are usually too much of a financial burden for small companies, in this diploma thesis, we will explore and present a deployment of an open source CRM system in a fictional small company. We will also look into the benefits of the implementation of such system for the operations and processes of the company. Upravljanje s strankami Optimizacija procesov CRM sistemi Odprtokodna programska oprema Odprtokodna skupnost Customer management Process optimisation CRM systems Open source software Open source community true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2016-05-30 09:21:17 2016-06-30 08:08:34 2022-06-21 03:07:32 2019-07-11 11:27:02 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7624467 URN:SI:UM:DK:EMLDWUYN UN_Spenko_Romana_2016.pdf UN_Spenko_Romana_2016.pdf 1 C64ABF3880EE13687901FD0477C24A38 6dd731e0e659a86f3dda23675397ae567d58c2cc3bd223de9d3f0f0fc13861f8 943a0718-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=92984 Fakulteta za organizacijske vede 0 0 0