20.500.12556/DKUM-69066 A successful CRM implementation project in a service company case study Projekt uspešne implementacije CRM v storitveni organizaciji študija primera Customer relationship management - CRM implementations increased rapidly in Slovenia in the last few years, following the trends elsewhere. Studies reporting how the implementation project goes on before, between and after the implementation are scarce. We offer a thorough case study analysis of the CRM implementation with a positive outcome in a Slovene service company. Case study demonstrates that CRM implementation is a holistic and complex concept, which means that it is not merely an integration of new information technology, but everything that happens around the business processes changes. We recommend that the company has already established a process approach and the orientation toward customers. Study showed the need for efficient leadership, acquirement of resources and CRM strategy implementation control; trust to the software solution shouldn't be self-understood. Through implemented analytical CRM company can improve the relationship with customers, achieve larger information sharing between employees and accept better strategic decisions. V Sloveniji kot tudi v ostalih državah je število uvedb CRM-ja v zadnjih letih zelo naraslo. Raziskav, kako poteka uvedba, na kaj mora biti podjetje pozorno pred, med in po uvedbi je na voljo samo nekaj. Ta prispevek nudi natančno analizo primera CRM uvedbe z pozitivnim izidom v slovenskem storitvenem podjetju. Primer prikazuje, da je uvedba CRM-ja holističen in kompleksen koncept, kar pomeni, da to ni samo integracija nove informacijske tehnologije, ampak se vse dogaja okrog spre­memb poslovnih procesov. Prispevek poudarja, da je pred uvedbo dobro, da ima podjetje že vzpostavljen procesni pristop ter osredotočenost na kupce. Dodatno je raziskava pokazala potrebo po učinkovitem vodenju, pridobivanju virov ter nadzorovanju uresničevanja CRM strategije; zaupanja do dobavitelja informacijske rešitve ni. Podjetje pa lahko izboljša delo s kupci, doseže večjo informiranost zaposlenih ter sprejema boljše strateške odločitve preko vzpostavljenega analitičnega CRM-ja. customer relationship management implementation customer focus process approach quality customer information marketing service company Slovenia kupci odnosi s kupci osredotočenost na kupce procesni pristop kakovost informiranje informiranost o kupcih komuniciranje trženje storitve Slovenije true true true Angleški jezik Slovenski jezik Znanstveno delo 2017-11-28 14:11:35 2017-11-28 14:12:33 2022-08-01 16:51:11 2019-07-11 17:19:48 2009 0 0 str. 199-208 št. 5 Letn. 42 2009 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 1318-5454 658.89:005.6 610909 3304407 10.2478/v10051-009-0017-y 1318-5454 URN:SI:UM:DK:BR0DWYUO Organizacija_2009_Piskar,_Faganel_A_Successful_CRM_Implementation_Project_in_a_Service_Company_Case_Study.pdf Organizacija_2009_Piskar,_Faganel_A_Successful_CRM_Implementation_Project_in_a_Service_Company_Case_Study.pdf 1 4E803DC47DF62EFC9B2F0BC27D810C05 fc6fbc14ebbb16d3c788a6106a543320a27c0a6bfa0c054f0177868289268243 8492c0ae-7c0f-11eb-bb7a-00155d0001ca 20.500.12556/dkum/c11d12ed-4a75-48dd-b3db-62abfed95f68 https://dk.um.si/Dokument.php?lang=slv&id=120522 http://www.degruyter.com/view/j/orga.2009.42.issue-5/v10051-009-0017-y/v10051-009-0017-y.xml 1 https://dk.um.si/Dokument.php?lang=slv&id=120521 Fakulteta za organizacijske vede Organizacija 0 0 0