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DKUM
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Title:
UPRAVLJANJE ODNOSOV S STRANKAMI V JAVNEM SEKTORJU
Authors:
ID
Grebenc, Matjaž
(
Author
)
ID
Heričko, Marjan
(
Mentor
)
More about this mentor...
Files:
VS_Grebenc_Matjaz_2010.pdf
(1,47 MB)
MD5: A701EC862EBCBC81EA0AA942F161E9A2
PID:
20.500.12556/dkum/f58ac2b6-1769-4c98-8509-6d0318363233
Language:
Slovenian
Work type:
Undergraduate thesis
Organization:
FERI - Faculty of Electrical Engineering and Computer Science
Abstract:
V diplomski nalogi smo podrobno predstavili upravljanje odnosov s strankami v javnem sektorju. Prvotno smo na splošno predstavili CRM sistem ter metrike za merjenje uspešnosti upravljanja odnosov s strankami. Nato smo se osredotočili na upravljanje odnosov s strankami v zdravstvu, kjer smo dodali tudi primer iz tujine. Kot zaključek pa smo naredili še primerjavo podobnosti in razlik upravljanja odnosov s strankami v zasebnem in javnem sektorju.
Keywords:
Upravljanje odnosov s strankami
,
informacijski sistem
,
metrike uspešnosti CRM
,
eZdravje.
Place of publishing:
Maribor
Publisher:
[M. Grebenc]
Year of publishing:
2010
PID:
20.500.12556/DKUM-15902
UDC:
[659.2:004]:61(043.2)
COBISS.SI-ID:
14623254
NUK URN:
URN:SI:UM:DK:XNED0VZP
Publication date in DKUM:
06.12.2010
Views:
2909
Downloads:
319
Metadata:
Categories:
KTFMB - FERI
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Secondary language
Language:
English
Title:
CUSTOMER RELATIONSHIP MANAGEMENT IN PUBLIC SECTOR
Abstract:
In this diploma work, we have presented customer relationship management in public sector in detail. First, we gave a general presentation of the CRM system and the metrics for measuring customer relationship management performance. Then we focused on customer relationship management in healthcare, where we also added an example from abroad. As a conclusion, we compared differences and similarities between customer relationship management in private and in public sectors.
Keywords:
Customer relationship management
,
Information System
,
Performance metrics
,
eHealth.
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