Projekt uvajanja sistema za upravljanje odnosov s strankami

Kržišnik, Boštjan

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Title:	Projekt uvajanja sistema za upravljanje odnosov s strankami
Authors:	ID Kržišnik, Boštjan (Author) ID Pucihar, Andreja (Mentor) More about this mentor...
Files:	VS_Krzisnik_Bostjan_2010.pdf (1,13 MB) MD5: 9A0F3500CBA6300BDC333106BDF5DB5E PID: 20.500.12556/dkum/0191d290-43bb-4f6f-9588-7042945f04c2
Language:	Slovenian
Work type:	Undergraduate thesis
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	Ko vpeljujemo upravljanje odnosov s strankami (s kratico: CRM), moramo veliko pozornosti nameniti spremembi kulture v organizaciji. Prav vsak zaposleni v organizaciji mora poznati poslovno strategijo CRM in se na neki način poistovetiti z njo, če želi dobro opravljati svoje delo. Gre predvsem za poslovni izziv. Nove tehnologije, zlasti internet, so pomemben dejavnik in vzrok za uvajanje CRM, saj omogočajo, da CRM podpremo kot poslovno strategijo s povezovanjem operativnih in analitičnih sistemov v informacijskem okolju organizacije — tehnološki izziv. Za projekte v informatiki je znano, da jih je veliko neuspešnih, ker niso dosegli pričakovanj ali niso končani v predvidenem roku in znotraj načrtovanih sredstev. Težava ni v neuporabnosti tehnik projektnega vodenja, ampak največkrat zato, ker niso upoštevane posebne značilnosti tovrstnih projektov, kot so: tveganje, potrebe po ponovnem načrtovanju, sprememba zahtev naročnika, tekoče zahteve trga, hiter razvoj tehnologije in konkurenčno okolje. Pomembno je tudi, da projektna metodologija pri uporabi izraža kolektivno znanje s področja projektnega vodenja, ki se je akumuliralo v organizaciji, in da vključuje nova dognanja in nove pridobljene izkušnje — je »živ« proces. Le takrat namreč lahko metodologija v celoti izpolni svoj smisel. Ta pa je najmanj dvojen. Poleg tega, da uporaba metodologije povečuje kakovost izvedbe projekta, povečuje tudi naročnikovo zadovoljstvo in zaupanje v izvajanje projekta.
Keywords:	CRM, informatika, metodologija, projektno vodenje
Place of publishing:	Kranj
Year of publishing:	2010
PID:	20.500.12556/DKUM-14295
COBISS.SI-ID:	6689555
NUK URN:	URN:SI:UM:DK:RMDQTVRZ
Publication date in DKUM:	23.08.2010
Views:	2054
Downloads:	286
Metadata:
Categories:	FOV
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Secondary language

Language:	English
Title:	Implementation project of customer relationship management
Abstract:	As we initiate Customer Relationship Management (CRM), we need to be attentive to the changes in the cultural outlook of the organization. Each employee ought to be familiar with the business strategy and in some way identify him or herself with it in order to perform his or her work well. It is foremost a business challenge. New technologies, such as mainly the Internet, are a vital factor and reason to initiate the CRM. They enable us to promote CRM as a business strategy with the integration of operative and analytical systems, which is, of course, a technological challenge. It is a well known fact that many projects in the information science fail because they do not meet expectations, they do not meet deadlines, or they exceed projected resources. The cause of this problem is not uselessness of the techniques in project management, but the neglect of project specifications, such as the risk factor, the need for the revision of planning, changes in customer demand, the current market demands, the fast paced technology development, and the competitive environment. It is vital that the implementation of the project methodology reflects the collectively acquired knowledge in the field of project management, which has been accumulated in the organization, as well as that it includes new findings and acquired experience. In short, it must be a “living” process. In fact, only then can the methodology completely serve its purpose, which is at least twofold. The use of methodology contributes to the greater quality of the project application as well as increases customers’ satisfaction and trust in the project application.
Keywords:	CRM, informatics, methodology, project management

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