20.500.12556/DKUM-94564 Analiza priložnosti in tveganj ob uvedbi sistema za upravljanje odnosov s strankami v mikropodjetju Opportunity-Risk analysis for the introduction of a customer relationship management system in a micro-enterprise V diplomskem delu smo analizirali priložnosti in tveganja za uvedbo sistema za upravljanje s strankami v mikropodjetju. Našo analizo smo osredotočili na slovensko mikropodjetje France Turbo d.o.o., ki se ukvarja s prodajo kaminov in peči. V podjetju opažamo pomanjkanje namenske rešitve za upravljanje odnosov s strankami. Analiza je pokazala tri ključne pomanjkljivosti, in sicer zamudno ročno upravljanje podatkov, pomanjkanje avtomatizirane komunikacije s strankami in omejeno funkcionalnost spletne strani. Namen dela je podati konkretne predloge in s tem prispevati k možni optimizaciji poslovanja France Turbo, povečati njihovo konkurenčnost in poudariti pomen digitalizacije mikropodjetij. Naloga temelji na pregledu literature in študiji primera z dvema polstrukturiranima intervjujema. V teoretičnem delu smo opredelili CRM sisteme , digitalizacijo, ERP sisteme in spletno prisotnost, medtem ko smo v praktičnem raziskali možnost uvedbe mikropodjetju primernega CRM sistema. In the diploma thesis, we analyzed the opportunities and risks of implementing a customer relationship management system in a micro-enterprise. We focused our analysis on the Slovenian micro-enterprise France Turbo d.o.o., which sells fireplaces and stoves. We observed a lack of a dedicated customer relationship management solution in the company. The analysis revealed three key shortcomings, time-consuming manual data management, lack of automated communication with customers, and limited website functionality. The purpose of the thesis is to provide concrete suggestions and thereby contribute to optimizing France T's business operations, increasing their competitiveness, and emphasizing the importance of digitalization of micro-enterprises. The thesis is based on a literature review and a case study with two semi-structured interviews. In the theoretical part, we defined CRM systems, digitalization, ERP systems, and online presence, while in the practical part, we investigated the possibility of implementing a CRM system suitable for micro-enterprises. CRM digitalizacija Intrix Salesforce CRM digitalisation Intrix Salesforce true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2025-08-21 10:12:22 2025-10-08 12:47:18 2025-10-09 03:22:56 0000-00-00 00:00:00 2025 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 252298755 UN_Lokar_Ana_2025.pdf UN_Lokar_Ana_2025.pdf 1 9DDBBA29E25B8AE90EBD3C1A2DE083C5 9589190991311ef1beb9a673bc9bcab65c4e67b94c462736b2a26c56829de222 4b7fa922-7e75-11f0-9610-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=195813 Fakulteta za organizacijske vede 0 0 0