Uvedba rešitve CRM v malo podjetje na primeru Andrej Puconja s.p.

Cokan, Sara

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Title:	Uvedba rešitve CRM v malo podjetje na primeru Andrej Puconja s.p.
Authors:	ID Cokan, Sara (Author) ID Sternad Zabukovšek, Simona (Mentor) More about this mentor...
Files:	MAG_Cokan_Sara_2018.pdf (2,49 MB) MD5: 6C9924EEA79D63B44978137BC391E997 PID: 20.500.12556/dkum/fbfce69e-eb4d-4fec-add6-c0d6b3e11baf
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Zanimivo je, ko razmišljamo o tem, kako se trg vsak dan veča s pojavljanjem novih podjetij, ki se ukvarjajo s toliko različnimi dejavnostmi, katere niti na prste ne moremo prešteti, a imajo prav vsa podjetja tisti eden, glavni cilj, ki je kot nekakšno gonilo do uspešnega dela, to je zadovoljiti svoje stranke. Vendar je tisto kar šteje, zmožnost, da znamo te dobljene stranke tudi obdržati, ter poleg vsega še prodati čim več storitev oziroma izdelkov. Vse te cilje pa nam lahko pomaga doseči programsko orodje CRM (upravljanje odnosov s strankami), ki je v pomoč podjetjem pri vodenju celotnega poslovanja. Poznavanje strankinih potreb in želj, podjetjem predstavlja prednost, saj lahko le s pomočjo čim več pridobljenih informacij, ugotovijo, kaj stranka od njih želi in ji kasneje tudi ustrežejo. Da ne bi prišlo do pomanjkanja ali nevednosti o podatkih o vsaki izmed strank, nam uvedba nove rešitve v podjetje omogoča beleženje in celovit pregled nad vsemi strankami in dogajanjem v podjetju in predstavlja večjo konkurenčno prednost na trgu pred drugimi podjetji. Kadar so stranke zadovoljne, je večja verjetnost, da se bodo odločile za nakup, ter širile dobro ime o našem podjetju, ter se kasneje tudi vrnile. CRM je postala že nekakšna stalnica v poslovnem svetu, o tem koraku pa razmišlja tudi naše obravnavano podjetje Andrej Puconja s.p., katero do zdaj še ni uporabljalo kakšnih rešitev CRM. Gre za malo podjetje, katero se pred velikim korakom k uvedbi nove rešitve CRM v podjetje želi prej prepričati, kakšne prednosti in kakšne slabosti po uvedeni rešitvi v podjetje bi pridobili, kakšne funkcionalnosti ponujajo posamezne rešitve, ter kakšni stroški bi pri tem nastali. Ko se bo podjetje odločilo za eno rešitev, ki jo bo izbralo izmed treh obravnavanih od treh različnih ponudnikov, ter pričeli z uvedbo rešitve CRM v podjetje, bomo lahko rezultate spremljali, ter ocenili, ali so zaposleni z uvedbo programske rešitve zadovoljni in ali je bila novo uvedena rešitev CRM koristna naložba v podjetje.
Keywords:	CRM rešitev v oblaku, upravljanje odnosov s strankami, Intrix CRM, Salesforce CRM, Microsoft Dynamics CRM, malo podjetje.
Place of publishing:	Maribor
Publisher:	[S. Cokan]
Year of publishing:	2018
PID:	20.500.12556/DKUM-69779
UDC:	004.7
COBISS.SI-ID:	13042716
NUK URN:	URN:SI:UM:DK:NXOTLGUT
Publication date in DKUM:	15.06.2018
Views:	2041
Downloads:	211
Metadata:
Categories:	EPF
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Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	26.02.2018

Secondary language

Language:	English
Title:	Implementing CRM Solutions In a Small Company On Example Of Andrej Puconja s.p.
Abstract:	It is interesting when we are thinking about how the market is growing each day with countless new companies that deal with so many different activites, which can not be even counted on our own fingers, but every single company has that one main goal, which is somewhat a driving force to a successful business, and that is to satisfy their clients. However, what counts the most is the ability to retain the clients and also to sell as many services and products as possible. All those goals can be achieved by using the software called CRM (Customer Relationship Management), it helps companies manage the entire business. Knowing customer’s needs and desires is an advantage for companies, because having as much information as possible about their clients can help companies find out what the client really wants from them. In order not to lack or being ignorant about the data of each client, an introduction of a new solution into the company enables us to keep the record of all the clients and development in the company and it represents a bigger competitive advantage on the market over other companies. When clients are satisfied, they are more likely to opt for a purchase and give a good customer review about the company and also return back to do more business. CRM has become somewhat constant in business world, our invastigated company Andrej Puconja s.p. also thinks about taking this step, which until now has not yet used any CRM solutions. Before the big step into the introduction of new CRM solutions into the company, this smaller business wants to be convinced first about what advantages and disadvantages will they get after acquiring the new software and what kind of functions do these solutions offer and what costs would be incurred. Once the company chooses one of three discussed solutions from three different providers and start with the introduction of the CRM solutions into the company, we will be able to monitor the results and evaluate whether the employees are satisfied with the introduction of the software solution and wheter the newly introducet CRM solution benefited the company.
Keywords:	CRM solutions in cloud, customer relationship management, Intrix CRM, Salesforce CRM, Microsoft Dynamics CRM, small company.

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