UVEDBA CRM REŠITVE V SKUPINI ROTO IN VZROKI NJENE NEUPORABE PRI ZAPOSLENIH

Pavlinjek, Miha

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Title:	UVEDBA CRM REŠITVE V SKUPINI ROTO IN VZROKI NJENE NEUPORABE PRI ZAPOSLENIH
Authors:	ID Pavlinjek, Miha (Author) ID Sternad, Simona (Mentor) More about this mentor...
Files:	MAG_Pavlinjek_Miha_2013.pdf (2,85 MB) MD5: 40F470698076D4F1C2C50B00725EC071
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	V današnjem dinamičnem poslovnem okolju, je pomembno biti korak pred ostalimi. Biti boljši od konkurence, pomeni predvideti in izkoristiti priložnosti hitreje in v večjem obsegu kot ostali. Tukaj igrajo pomembno vlogo pridobljene informacije. Tako kot lahko stranke pridejo do različnih informacij o izdelkih različnih proizvajalcev, lahko podjetja pridobijoin izkoristijo informacije o potencialnih strankah, ter na podlagi njih zgradijo dolgoročno poslovno razmerje. Ponudbe izdekov je vedno več na trgu, kupcu pa kupna moč pada. Posledično je kupec bolj občutljiv na ceno in kvaliteto. Rad bi dobil optimalen izdelek glede na željeno kvaliteto in ceno. Zato je pomembno da se podjetje individualno posveti kupcu oz. segmentu kupcev. CRM je kratica s katero označujemo upravljanje odnosov s strankami in predstavlja pomembno teoretično izhodišče, ter orodje za dosego te strateške usmerjenosti podjetja. Podjetje pridobi z uporabo CRM orodja, dostopno in dobro organizirano podatkovno bazo o svojih partnerjih. Le – ta mu omogoča odlično odzivnost na zahteve in želje strank. Prav tako pa omogoča zaposlenim boljše razporejanje svojega časa, saj ne prihaja do nepotrebne izgube časa ob iskanju ključnih podatkov o strankah, odjemalcih, ter ta čas lahko bolje uporabijo in s tem izboljšujejo produktivnost podjetja. Korist je obojestranska – stranke dobijo kvalitetno zadovoljitev svojih potreb, podjetje pa s takšno bazo podatkov zmanjšuje stroške in povečuje dobiček. V nalogi magistrski nalogi je v teoretičnem delu opisan koncept CRM, v praktičnem pa uvedba le-tega v praksi na primeru skupine Roto
Keywords:	CRM, implemetacija / uvedba rešitve, upravljanje odnosov s strankami, življenjski cikel CRM, Manto Insight
Place of publishing:	Maribor
Publisher:	[M. Pavlinjek]
Year of publishing:	2013
PID:	20.500.12556/DKUM-43159
UDC:	658.8
COBISS.SI-ID:	11651612
NUK URN:	URN:SI:UM:DK:L8ACPW7P
Publication date in DKUM:	06.03.2014
Views:	1439
Downloads:	200
Metadata:
Categories:	EPF
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Secondary language

Language:	English
Title:	IMPLEMENTATION OF A CRM SOLUTION IN GROUP ROTO AND ITS CAUSES FOR NON-USE BY THE EMPLOYEES
Abstract:	In today's dynamic business environment, it is important to be one step ahead of others. Being better than the competition, means forcast and exploit opportunities quicker and in greather extend than others. Here the gained information plays an important role. Like the costumer has access to diferend information about products from different manufacturers, companies can take odvantage of the information about the potential costumer, and with them they can easier build a long-term business relationship with them. The offer of products on the market is rising, and the customers buying power is sinking. Therefore, the customer is more sensitive to the price and quality of the products. He would like to get an optimal product between the quality and price. Therefore it's important that the company invest time and efford in the customer or. Segment of customers. CRM is an acronym for customer relationship management, and represents an important theoretical starting point and tool for a company to achieve this strategic orientation. The company gains with the use of CRM tool, accessible and well organized database of its partners. This allows the company a better response to customers requirements and preferences. It also allows empoyees a better allocation of their time, since there is no unnecessary time loss when searching for key information about clients, customers. Furthermore this time could be better used, and thereby its improving the productivity of the company. The benefit is mutual – customer recieves quality fullfilment of their needs, and the company reduces its costs and increases profits. The theoretical part of this work describes the concept of CRM, the practical part is about the implementation CRM in case of group Roto.
Keywords:	CRM, implementation, CRM cycle

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