20.500.12556/DKUM-61088 Izboljšava pred in poprodajnih procesov v podjetju s pomočjo CRM mobilne aplikacije Improvement before and after sales processes within the company using CRM Mobile App V današnjem času hitro spreminjajoče se tehnologije in vedno večjega konkurenčnega boja, se podjetja skušajo vse bolj približati strankam. Pri tem je cilj, da imajo dober odnos s strankami in da so le-te zadovoljne. Prav zato se podjetja začenjajo vse bolj zavedati, da jim CRM sistem, ki omogoča, da podjetja zgradijo dobre in dolgotrajne odnose s strankami. Podjetjem pomaga, da se osredotočijo na vsako stranko posebej in gradijo v korist stranki in podjetju, kar pa pripomore k izboljšanju lojalnosti strank in prinese višji dolgoročni dobiček. Ponudniki CRM sistemov pa se zavedajo, da tehnologija napreduje in da vse več ljudi uporablja mobilne telefone, zato jih vse več že ponuja mobilne aplikacije CRM, tako da lahko uporabniki kadarkoli in kjerkoli uporabljajo CRM sisteme. Temu je sledilo tudi podjetje Intera d.o.o., ki je zraven svojega Intrix CRM razvilo tudi mobilno aplikacijo Intrix CRM. V diplomskem projektu je mogoče spoznati in lažje razumeti uporabo CRM sistema. V prvem delu smo predstavili ključne pojme in prednosti CRM sistema ter mobilne aplikacije CRM, kot tudi ponudnike CRM sistemov, nato pa so predstavljeni napotki kako uvesti CRM sistem v podjetje. Vsako podjetje se ob uvedbi CRM sistema srečuje tudi s spremembo poslovnih, predvsem prodajnih procesov, zato je v diplomskem projektu mogoče spoznati tudi te procese. V drugem, praktičnem delu, pa smo predstavili kako potekajo pred in poprodajni procesi z uporabo mobilne aplikacije Intrix CRM, kar lahko koristi prav vsakemu uporabniku tega sistema. In today's world of rapidly changing technologies and increasing competitiveness, companies are trying to get closer to customers. Their aim is to have a good relationship with their customers so that they're satisfied. This is why companies are starting to realize that CRM systems could help them build a better and more lasting relationship with customers. It helps companies to focus on individual customers in such a way that both the company and the customer benefit from it. It can help improve customer loyalty and can lead to higher long-term profits. Providers of CRM systems are realizing business is shifting more and more mobile-first. This is the reason that many CRM vendors are focusing on delivering a good mobile experience so that access is enabled anytime and anywhere. Intera Ltd. took the same approach and is now offering a mobile application alongside their CRM solution called Intrix CRM. This thesis explains workings of a CRM system and presents key benefits of using one. In the first part, we'll present the key concepts and benefits of CRM systems and mobile CRM app, as well as providers of CRM systems. Then we'll take a look at how to implement a CRM system in a company. When implementing a CRM every company is faced with a change of their business processes, in particular sales, which will be explained along the way. In the second, practical part, we'll see how before and after-sales processes benefit from using a CRM system. CRM sistem mobilna aplikacija CRM prodajni procesi Intera d.o.o. uporabniška navodila mobilne aplikacije Intrix CRM CRM CRM system CRM mobile app sales processes Intera Ltd. user guide mobile app Intrix CRM true true false [Š. Mahorič] Slovenski jezik Angleški jezik Delo diplomskega projekta/projektno delo 2016-07-20 18:19:19 2016-11-21 12:38:02 2022-06-25 03:07:36 2019-07-11 12:08:29 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 12601628 URN:SI:UM:DK:QUILNVLT UN_Mahoric_Spela_2016.pdf UN_Mahoric_Spela_2016.pdf 1 0C4285B4D4407043862EC6CD9C98455D 339601d7135fca2a66240d2080abd0fa6d3d7c56afe871c0e06bc0959178511c 77aa092e-7c0d-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=104473 Ekonomsko-poslovna fakulteta 0 0 0