IZBIRA REŠITVE ZA UPRAVLJANJE ODNOSOV S STRANKAMI NA PRIMERU ŠTAJERSKEGA TEHNOLOŠKEGA PARKA

Šumandl Kostov, Tea

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Title:	IZBIRA REŠITVE ZA UPRAVLJANJE ODNOSOV S STRANKAMI NA PRIMERU ŠTAJERSKEGA TEHNOLOŠKEGA PARKA
Authors:	ID Šumandl Kostov, Tea (Author) ID Sternad Zabukovšek, Simona (Mentor) More about this mentor...
Files:	MAG_Sumandl_Kostov_Tea_2015.pdf (8,43 MB) MD5: 9AACAC14E118A57F4AF4C492FED592F1
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	V poslovnem svetu je že dolgo znano, da so kupci jedro posla ter da uspeh podjetja temelji na učinkovitem upravljanju odnosov z njimi. Vsi cilji so osredotočeni na zadovoljevanje strank, tako da se te rade vračajo. Pogosto pa ti cilji predstavljajo oviro za podjetja, ki nimajo ustreznih orodij, opreme in metod. V današnjem času tehnologija podjetjem ponuja sisteme, ki zaposlenim omogočajo, da hitro pridobijo vse podatke o strankah. Ta koncept se imenuje upravljanje odnosov s strankami (v nadaljevanju management odnosov s strankami), omenjene računalniške rešitve pa podjetjem omogočijo, da ohranijo stranke ter tako pridobijo strateško prednost pred svojimi tekmeci. V magistrskem delu smo zato podrobneje raziskali koncept managementa odnosov s strankami. Najprej smo ga definirali, opisali njegov razvoj ter strukturo. Nato smo se posvetili še opisu in primerjavi najpomembnejših rešitev za upravljanje odnosov s strankami, ki jih lahko v tem trenutku zasledimo na svetovnem trgu. Prav tako smo se dotaknili uvajanja takšnih rešitev v podjetje. Eno izmed rešitev, Microsof Dynamics CRM, smo podrobneje opisali, analizirali metodo njenega uvajanja, ki se imenuje Microsoft Dynamics Sure Step ter funkcionalnosti, ki jih rešitev ponuja. V zadnjem, praktičnem delu magistrskega dela, pa smo predstavili podjetje Štajerski tehnološki park, njihovo poslovno situacijo, opisali postopek izbire rešitve za upravljanje odnosov s strankami ter podali nekaj primerov podpore poslovnih procesov v podjetju s pomočjo rešitve Microsoft Dynamics CRM. Zavedati pa se je potrebno, da sistem za upravljanje odnosov s strankami ni le še eno informacijsko orodje. Le s pravilno uvedbo in uporabo lahko prispeva k izjemni ekonomski vrednosti za podjetje ter predstavlja konkurenčno prednost. Prav to pa želimo dokazati v magistrskem delu.
Keywords:	CRM, upravljanje odnosov s strankami, Microsoft Dynamics CRM, Štajerski tehnološki park, informacijski sistemi, celovite informacijske rešitve
Place of publishing:	Maribor
Publisher:	[T. Šumandl Kostov]
Year of publishing:	2015
PID:	20.500.12556/DKUM-54096
UDC:	659.2:004
COBISS.SI-ID:	12128284
NUK URN:	URN:SI:UM:DK:XYXL2JXG
Publication date in DKUM:	09.11.2015
Views:	1930
Downloads:	281
Metadata:
Categories:	EPF
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Secondary language

Language:	English
Title:	SELECTION OF CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION IN THE CASE OF ŠTAJERSKI TEHNOLOŠKI PARK
Abstract:	In the business world it is long known that customers are the core of the business and that company's success is based on the effective customer relationship management. All goals are focused on the fact, that satisfied customer will keep coming back. Often, however, these goals represents an obstacel for companies that do not have appropriate tools, equipment or methods. Nowadays technology allows companies to help themselves with solutions that enable employees to quickly obtain all information about customers. This concept is called customer relationship management and computer solutions enable companies to retain customers and thus gain a strategic advantage over its competitors. In the Master’s Thesis we therefore explored the concept of customer relationship management. First, we defined it, described its development and structure. Then we focused on further description and comparison of the most important solutions for customer relationship management, which we can find at the global market in this moment. We also described the implementation of these solutions to the company. One of the solutions, Microsoft Dynamics CRM, we described to the details, analyzed the concept of its implementation, known as Microsoft Dynamics Sure Step, and functionalities that solution offers. In the last part of Master’s Thesis we described company Štajerski tehnološki park, their business situation, described the process of customer relationship management solution selection and gave some examples how can business processes be supportet by using Microsoft Dynamics CRM solution. However, we have to know that customer relationship management system is not just another tool. Only if it is used properly it can contribute to the exceptional economic value for the company and represents a competitive advantage. And this is exactly what we want to prove in the Master’s Thesis.
Keywords:	CRM, Customer Relationship Management, Microsoft Dynamics CRM, Štajerski tehnološki park, information systems, Enterprise Resource Planning

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