UVAJANJE INFORMACIJSKE PODPORE ZA UPRAVLJANJE ODNOSOV S STRANKAMI NA PRIMERU PODJETJA STROJ

Šekoranja, Matej

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Title:	UVAJANJE INFORMACIJSKE PODPORE ZA UPRAVLJANJE ODNOSOV S STRANKAMI NA PRIMERU PODJETJA STROJ
Authors:	ID Šekoranja, Matej (Author) ID Bobek, Samo (Mentor) More about this mentor...
Files:	UNI_Sekoranja_Matej_2010.pdf (1,40 MB) MD5: 50B065FEBAA38255B5673C8A3642BF45 PID: 20.500.12556/dkum/89ac1c7f-5173-4a66-9f15-c73f46e23e5b
Language:	Slovenian
Work type:	Undergraduate thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	K izbiri teme o uvajanju koncepta upravljanja odnosov s strankami (angl. CRM) v podjetje Stroj, d. o. o., nas je vzpodbudila kriza, v kateri se je znašlo svetovno gospodarstvo in ki ni prizanesla niti podjetju Stroj, d. o. o. Pokazalo se je, da lahko dolgoročno preživijo le tista podjetja, ki so dovolj fleksibilna, da lahko ublažijo negativne učinke gospodarske krize na trgu. K večji fleksibilnosti in uspešnosti poslovanja podjetja prav gotovo pripomore tudi uvedba informacijskega sistema CRM. Le-ta v središče postavlja stranko, ki je motor podjetja, saj je celotno poslovanje in delovanje podjetja vezano na zahteve in potrebe strank. Podjetje Stroj, d. o. o., se ukvarja s specifično dejavnostjo izdelovanja in oblikovanja kovinskih izdelkov, pri čemer svoje izdelke razvija skupaj s svojimi poslovnimi partnerji. Pri poslovanju podjetja je zelo pomembno, da je odzivni čas na zahteve strank čim krajši, saj se s tem povečujeta zaupanje in lojalnost strank. Koncept CRM pa poleg lojalnosti in zaupanja strank med svoje prednosti šteje tudi večjo količino in hitrost zbiranja podatkov, manjše stroške poslovanja, poznavanje navad strank itd. Učinki vseh dejavnikov na podjetje so z neposrednimi finančnimi kazalniki težko merljivi, njihove koristi so vidne šele na dolgi rok in se kažejo v večji odpornosti podjetja na konkurenco.
Keywords:	CRM, Stroj, d. o. o., fleksibilnost, stranka, lojalnost strank, finančni kazalniki.
Place of publishing:	Maribor
Publisher:	[M. Šekoranja]
Year of publishing:	2009
PID:	20.500.12556/DKUM-12878
UDC:	659.2:004
COBISS.SI-ID:	10251036
NUK URN:	URN:SI:UM:DK:1SYAT5RK
Publication date in DKUM:	18.06.2010
Views:	2212
Downloads:	170
Metadata:
Categories:	EPF
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Secondary language

Language:	English
Title:	IMPLEMENTATION INFORMATICS FOR CUSTOMER RELATIONSHIP MANAGEMENT IN COMPANY STROJ
Abstract:	This thesis on introducing the concept of Customer Relationship Management (CRM) to the company Stroj, d. o. o., was prompted by the crisis, which has impacted the world economy and which has not spared even Stroj, d. o. o. It became clear that only companies, which are flexible enough to mitigate the negative effects of the economy crisis, can survive in the long term. Launching the information system CRM can certainly ensure greater flexibility and success of the company's business activity. CRM puts the customer at the centre of everything, as the entire business activity and the operation of the company depend on the demands and needs of the customer. Stroj, d. o. o., deals with a specific activity of producing and designing metal products, which the company develops together with its business partners. It is of high importance that during business activity the company's response time to the requests of customers is as short as possible since that increases the level of trust and loyalty of customers. Apart from loyalty and trust the concept of CRM brings along other benefits, such as more information and a faster collection of information, lower costs of business activity, knowledge of the customers' habits etc. The effects of all the factors on the company are difficult to measure with direct financial indexes, their benefits can only be seen in the long term and manifest themselves in a higher resistance to competition.
Keywords:	CRM, Stroj, d. o. o., flexibility, customer, loyalty of customers, financial indexes.

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