20.500.12556/DKUM-95514 Managerski vidik skrbnika ključnih kupcev v računovodskem servisu Managerial perspective of a key account manager in an accounting service Razvoj sveta se dogaja na vsakem koraku. Kakor se ljudje razvijamo, tako so potrebne tudi spremembe tega, kar poznamo, in vpliva na naše življenje. Trg dela se je spremenil, pričakovanja so se spremenila, tako tistih, ki ponujajo storitve ali svoje blago, kot kupcev in drugih strank. Danes je vse dostopno, ponudba je zelo velika in poskrbeti je treba, da kupec ostane zvest našemu podjetju in storitvami ali blagu. Zvestobo stranke si podjetje mora zaslužiti, in to ni enostavna naloga, ko vemo, da imamo širok spekter konkurence. Ko podjetje opravlja takšne storitve, pri katerih ne obstajajo kartice zvestobe in zbiranje pik, se še bolj komplicira naloga, da obdržimo obstoječe stranke in pridobimo nove. Ena izmed takšnih storitev je računovodstvo. Dosti podjetij ima svoje računovodstvo, ki ga ne predaja zunanjim izvajalcem, s čimer se enemu računovodskem servisu zapirajo vrata, ki peljejo do nove potencialno zvestne stranke. S tem je še bolj pomembno imeti dobro prodajo, da pripelje stranke, ampak kaj, če stranka ne bo zadovoljna s svojim skrbnikom, s storitvami, ki jih ponujamo, s proaktivnostjo. V tem primeru ni onih magičnih besed »Imate nekaj evrov na kartici zvestobe, ali jih boste pokoristili?«, in bomo pozabili na problem. Velika podjetja, ki so zaznala tiste probleme, so prišla do rešitev. Oseba, ki lahko pomaga, je skrbnik ključnih kupcev. Kdo je on in kako pomaga, kaj dejansko naredi, da kupci ostanejo stranke našega podjetja. Ali ima res moč obdržati kupce in zvišati profit podjetja, poleg tega pa pripeljati nove stranke, ne da se bo s to nalogo resno ukvarjal. V tem delu bomo spoznali, kaj je management in na katere ravni ga lahko ločimo. S tem znanjem bomo prišli do tega, kdo je pravzaprav skrbnik ključnih kupcev, kaj je njegovo delo in katere vedenjske veščine mora obvladovati, da bi bil zelo produktiven pri opravljanju svojih nalog. Preučili bomo, kaj je vse komunikacija in kaj je dejansko pogajanje, kako komunikacijo in pogajanje skrbnik ključnik kupcev uporablja, da bi dosegel raven zadovoljstva, ki jo stranke same pričakujejo, poleg tega pa še, kako bo uporabil komunikacijo s sodelavci, da bi se raven kakovosti storitve za kupca zvišala. Ne smemo pozabiti na določitev, kdo so pravzaprav ključni kupci, ali so to vsi kupci našega podjejta ali pa vse kupce ločimo na različne skupine glede na nam pomembne kriterije. S tem bo prišlo do analize pomembnosti skrbnika ključnih kupcev in odgovora na vsa zastavljena vprašanja, na katera smo mogoče pomislili pri branju povzetka. The development of the world is happening at every step, as people develop, so changes in what we know are also necessary, and it affects our lives. The labor market has changed, expectations have changed, both those who offer services or their goods, and customers and other customers. Today, everything is accessible, the offer is very large and it is necessary to ensure that the customer remains loyal to our company and services or goods. A company must earn customer loyalty and this is not an easy task when we know that we have a wide range of competition. When a company provides such services that do not have loyalty cards and collecting points, the task of retaining existing customers and acquiring new ones becomes even more complicated. One of such services is accounting. Many companies have their own accounting that they do not outsource, and this closes the door to a new potentially loyal customer for one accounting service. This makes it even more important to have good sales to bring in customers, but what if the customer is not satisfied with their administrator, with the services we offer them, with proactivity. In this case, there are no magic words, you have a few euros on your loyalty card or you will use them and we will forget about the problem. Large companies that have noticed those problems have come up with a solution. The person who can help is the key account manager. Who is he and how does he help, what does he actually do to make customers remain customers of our company. Does he really have the power to retain customers and increase the company's profit, and also bring in new customers, without seriously dealing with this task. In this part, we will learn what management is and at what levels we can distinguish it. With this knowledge, we will come to know who the right key account manager is, what his job is and what behavioral skills he must master in order to be very productive in performing his tasks. We will learn what communication is all about and what actual negotiation is. How does a key account manager use communication and negotiation to achieve the level of satisfaction that customers themselves expect. In addition, how will he use communication with colleagues to increase the level of quality of service for the customer. We must not forget to determine who the key customers are, whether they are all the customers of our company, or we divide all the customers into different groups according to the criteria that are important to us. This will lead to an analysis of the importance of the key customer care and the answer to all the questions that we may have thought of when reading the summary. kupci SKK računovodstvo vodja kontakti pogajanje manager. customers KAM accounting leader contacts negotiation manager. true true false T. Dukić] Slovenski jezik Angleški jezik Magistrsko delo/naloga 2025-09-23 16:00:02 2026-01-13 11:09:15 2026-01-14 03:14:42 0000-00-00 00:00:00 2025 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 004:657 264487427 MAG_Dukic_Tea_2025.pdf MAG_Dukic_Tea_2025.pdf 1 A84113A5569CFB5E52866B97B9557292 2c8676ac7d9b226e328844337076e4b85410b1aa06fbf6ee07865d409e2c9851 a95b133b-d8c5-11f0-8a1a-00155d580e02 https://dk.um.si/Dokument.php?lang=slv&id=201422 Ekonomsko-poslovna fakulteta 0 0 0