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Title:Uvedba nove CRM rešitve na primeru podjetja X
Authors:ID Gavez, Anže (Author)
ID Sternad Zabukovšek, Simona (Mentor) More about this mentor... New window
Files:.pdf UN_Gavez_Anze_2020.pdf (1,27 MB)
MD5: 1A130BE1E09D3157FA349A59768F9044
PID: 20.500.12556/dkum/c2c8965f-0b6b-44a4-a75c-786b6124ec2b
 
Language:Slovenian
Work type:Diploma project paper
Typology:2.11 - Undergraduate Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Podjetja so že v preteklosti spoznala, da so za njihov uspeh na trgu ključnega pomena zadovoljne stranke. Začela so iskati načine, kako pridobiti nove stranke, kako ustreči njihovim željam in kako jih obdržati. Z razvojem rešitev za upravljanje odnosov s strankami (angl. Customer Relationship Management – CRM), so se jim podjetja približala kot še nikoli poprej. Če pred leti uporaba CRM rešitev v podjetjih za njihov obstoj še ni bila potrebna, pa so hitre spremembe v poslovanju, vedno večje zahteve strank in konkurenčni pritiski podjetja prisilili v uporabo različnih informacijskih rešitev, med katere spadajo tudi CRM rešitve. Postopek izbire in uvedbe CRM rešitev je vse prej kot enostaven proces. Na trgu je iz leta v leto večja izbira ponudnikov, ki ponujajo CRM rešitve, ki so primerne za različna podjetja. Za podjetje je pomembno, da izbere tako CRM rešitev, ki bo zadovoljila potrebe strank in njihove zahteve ter rešila morebitne težave v poslovanju. Pri uvajanju se mora podjetje kot celota posvetiti uvedbi CRM rešitve, kajti v nasprotnem primeru projekt ne bo izveden v predvidenem času, s predvidenimi stroški, ali v predvidenem obsegu ali pa sploh ne bo izveden. V diplomskem delu bomo v uvodu predstavili osnovno problematiko, cilje, namen in hipoteze diplomskega dela. V drugem poglavju bomo teoretično predstavili osnovna izhodišča upravljanja odnosa s strankami. To teorijo bomo nato aplicirali na CRM rešitve in predstavili pomen CRM rešitev za podjetja. Nato bomo predstavili arhitekturo CRM rešitev ter opisali proces izbire in uvedbe CRM rešitev. V tretjem poglavju bomo opisali izbrano podjetje in analizirali trenutno stanje CRM rešitve v tem podjetju. Nato bomo med seboj primerjali štiri ponudnike CRM rešitev. Glede na zbrane informacije in glede na pomembnost določenih dejavnikov za izbrano podjetje bomo nato ocenili smotrnost uvedbe določene CRM rešitve za izbrano podjetje.
Keywords:Upravljanje odnosov s strankami, CRM rešitve, stranke, izbira CRM rešitev, uvedba CRM rešitev, arhitektura CRM rešitev
Place of publishing:Maribor
Publisher:[A. Gavez]
Year of publishing:2020
PID:20.500.12556/DKUM-76899 New window
UDC:004.7
COBISS.SI-ID:38778883 New window
NUK URN:URN:SI:UM:DK:MS3HAWB7
Publication date in DKUM:23.11.2020
Views:1130
Downloads:213
Metadata:XML DC-XML DC-RDF
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:27.07.2020

Secondary language

Language:English
Title:Implementation of a new CRM solution in the case of Company X
Abstract:Through the years, companies have realized that satisfied customers are key to their success in the market. They started looking for ways to gain new customers, provide them with a good experience, satisfy them and how to retain them. With the development of Customer Relationship Management (CRM) solutions, companies have come closer to customers than ever before. If years ago, the use of CRM solutions in companies was not necessary for their existence, rapid changes in business, increasing customer requirements and competitive pressures forced the company to use various information solutions, including CRM solutions. The process of selecting and implementing CRM solutions is anything but a simple process. Every year, there is a bigger market of providers to choose from. It is important for a company to choose the CRM solution that will best meet their needs and requirements and solve any problems in their business strategies and decision-making. During the implementation, the company as a whole must focus on the implementation of a CRM solution, as this is a project of the entire company. Otherwise, the project will not be carried out in the foreseen time, with the foreseen costs or to the foreseen extent, or will not be carried out at all. In the introduction of our diploma thesis we will present the basic problems, goals, purpose and hypotheses of the diploma thesis. In the second chapter, we will present the basic starting points of customer relationship management as a theory. We will then apply this theory to CRM solutions and present the importance of CRM solutions for companies. We will then present the architecture of CRM solutions and describe the process of selecting and implementing CRM solutions. In the third chapter, we will describe the selected company and analyse the current state of the CRM solution in this company. We will then compare four CRM solution providers with each other. Based on the information gathered and the importance of certain factors for the selected company, we will then assess the feasibility of implementing a specific CRM solution in the selected company.
Keywords:Customer relationship management, CRM solutions, customers, selection of CRM solutions, implementation of CRM solutions, CRM solution architecture


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