OBLIKOVANJE KONCEPTA UPRAVLJANJA ODNOSOV S STRANKAMI V IZTERJAVI REGRESNIH TERJATEV

Drakšić, Ivica

| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

First page > Show document

Show document

Title:	OBLIKOVANJE KONCEPTA UPRAVLJANJA ODNOSOV S STRANKAMI V IZTERJAVI REGRESNIH TERJATEV
Authors:	ID Drakšić, Ivica (Author) ID Perko, Igor (Mentor) More about this mentor...
Files:	MAG_Draksic_Ivica_2016.pdf (1,88 MB) MD5: 15F793615817D62A2B700209D4A4783B
Language:	Slovenian
Work type:	Master's thesis
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Upravljanje odnosov s strankami (Customer relationship management - CRM) je poslovna strategija podjetja, ki v ospredje postavlja osredotočenost na stranke, zadovoljevanje njihovih potreb in ohranjanje obstoječih strank organizacije. Zaradi doseganja strategije koncepta CRM je pomembno, da so podatki zbrani, posodobljeni in razporejeni v organizirani in integrirani obliki, saj lahko tako zagotovijo celovit pogled na stranko. Z vidika informacijske tehnologije je CRM koncept skupek programskih rešitev za avtomatiziranje in upravljanje poslovnih procesov na vseh področjih poslovanja organizacije. Informacijska tehnologija CRM-ja je povezava tehnologije in programske opreme, ki žene in avtomatizira poslovne procese. Programska oprema pomaga usklajevati aktivnosti posameznih področij, ki so v stiku s strankami (prodaja, trženje, podpora), kot tudi usklajuje različne kanale, skozi katere poteka komunikacija s strankami. Programska oprema zagotovi informacijo o stranki in tako lažje ugodimo strankinim potrebam. V nalogi smo izpostavili ključne dejavnike omenjenega koncepta, ki vplivajo na uspešnost in učinkovitost procesa izterjave regresnih terjatev: uspešno vpeljane strategije CRM (usmerjenost k stranki, upoštevanje potreb stranke, težnja k ohranjanju obstoječih strank); zaposleni (motiviranost, znanja, prilagodljivost); informacijska tehnologija kot pogon za pristop k upravljanju odnosov s strankami; proces (ustrezno učinkovito definirani proces, učinkovita komunikacijska in sodelovalna politika za delovanje zaposlenih iz različnih področij). Integriranost vseh ključnih dejavnikov uspeha koncepta CRM lahko zagotovi uspešno poslovanje zavarovalnice pri stiku s strankami tudi na področju izterjave regresnih terjatev.
Keywords:	regresne terjatve, zavarovalnica, CRM, procesi, izterjave
Place of publishing:	Maribor
Publisher:	[I. Drakšić]
Year of publishing:	2016
PID:	20.500.12556/DKUM-58915
UDC:	368
COBISS.SI-ID:	12493596
NUK URN:	URN:SI:UM:DK:K5BOSXOY
Publication date in DKUM:	15.09.2016
Views:	2010
Downloads:	66
Metadata:
Categories:	EPF
:	Copy citation

Average score:	(0 votes)
Your score:	Voting is allowed only for logged in users.
Share:

Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Secondary language

Language:	English
Title:	Forming a customer relationship management concept in recourse claims collection
Abstract:	Customer relationship management (CRM) is a corporate business strategy, which focuses on customers, the satisfaction of their needs and customer retention. To achieve CRM strategies, it is important, that the data is collected, up-to-date and arranged in an organized and integral form, thereby facilitating a view of the customer as a whole. From the viewpoint of information technology, the CRM concept is a collection of programming solutions for business process automatization and management at all levels of corporate operations. Information technology with regard to CRM is the linking of technology and software which drives and automates the business processes. Software aids in the adjustment of activities with customer contact (sale, marketing, support) and it reconciles multiple communication channels with the customer. Software provides customer information and quicker meeting customers’ needs. We exposed key factors of CRM concept that influence the success rate and the efficiency of the collection process of recourse claims: successful introduction of CRM strategies (customer orientation, consideration of customer needs, tendency to retain customers); employees (rate of motivation, expertise, adaptability) information technology as the driver behind embracing CRM; processes (efficiently defined processes, efficient communication and collaboration policies for employees working in different departments). The integration of all key factors for successfully introducing CRM will enable successful insurance operations in contacting customers - even in the area of recourse claims collection.
Keywords:	recourse claims, insurance companies, CRM, processes, debt collection

Comments

Leave comment

You must log in to leave a comment.

Comments (0)

0 - 0 / 0

There are no comments!

Back