20.500.12556/DKUM-71844 Primernost rešitve za upravljanje odnosov s strankami za majhno podjetje: analiza primera Customer relationship management for a small company: a case analysis Zaradi velikega števila podjetji so morala podjetja spremeniti svoje poslovanje če so hotela na trgu ostati konkurenčna. V Sloveniji prevladujejo majhna in srednje velika podjetja (SMEs). Rast števila strank skozi čas je podjetja prisilila, da so začela implementirati rešitve za upravljanje odnosov s strankami, ki omogočajo zbiranje in hranjenje podatkov na enem mestu. Posledično omogoča dostop do teh podatkov vsem zaposlenim v podjetju. V teoretičnem delu diplomskega projekta je opisana rešitev za upravljanje odnosov s strankami, definicija, kaj so koristi, kdo so ponudniki, implementacija rešitve, poslovni procesi in življenjski cikel strank. Prav tako je opisana pravna opredelitev majhnih podjetij v Sloveniji in v Evropi, s poudarkom na majhnih podjetjih. V praktičnem delu sem analizirala majhno podjetje, ki se zanima za implementacijo rešitve za upravljanje odnosov s strankami. Nato sem analizirala ponudnika rešitve, ki so primerne za SMEs. Na koncu sem izvedla primerjalno analizo, da bi ugotovila ali je rešitev, ki temelji na lastnostih majhnega podjetja, primerna. Due to the large competition, companies had to change their business models to remain successful on the market. In Slovenia small and medium sized enterprises (SMEs) are predominant. Growth in the number of customers over time has forced companies to implement solution customer relationship management (CRM) that enable collection and storage of customer related data in one place. Consequently, CRM provides access to this information to all employees in the company. In the theoretical part of the thesis, the customer relationship management solution is described, we elaborate on what are the benefits, who are the providers, how to approach the implementation of CRM solution, which business processes it supports, and what is the life cycle of the customer. The legal definition of small businesses in Slovenia and Europe is explained, focusing on theoretical perspective on small companies. In the practical part, I analysed properties of a small business that is interested in implementing a customer relationship management solution. Then I analysed a CRM solution, noted to be appropriate for SMEs. Finally, I executed a comparative analysis to determine whether the solution based on the properties of a small company is appropriate. upravljanje odnosov s strankami (CRM) rešitev CRM Intrix CRM majhno podjetje customer relationship management (CRM) CRM solution Intrix CRM small business true true false [U. Jurkovič] Slovenski jezik Angleški jezik Delo diplomskega projekta/projektno delo 2018-09-01 14:57:08 2018-11-07 14:23:06 2022-08-01 21:31:00 2019-07-11 18:56:35 2018 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004.7 13154844 URN:SI:UM:DK:QPV0NXKK UN_Jurkovic_Urska_2018.pdf UN_Jurkovic_Urska_2018.pdf 1 170A363EE1398D0A1726B79B650DFEC0 eedec643f5494072cf2210abe66f42eff1d4d381ae18f348d0ce95f4e3bbe9de 439e267a-7c10-11eb-bb7a-00155d0001ca 20.500.12556/dkum/2c22151a-f0cd-4b95-aa52-fdb0b82dc67a https://dk.um.si/Dokument.php?lang=slv&id=128791 Ekonomsko-poslovna fakulteta 0 0 0