professional thesis
CUSTOMER RELATIONSHIP MANAGEMENT AND IMPLEMENTATION IN TELECOMMUNICATIONS COMPANY

Dražen Mioč (2017)
Josip Juraj Strossmayer University of Osijek
Faculty of Economics in Osijek
Metadata
TitleUpravljanje odnosima s kupcima i implementacija u telekomunikacijsku tvrtku
AuthorDražen Mioč
Mentor(s)Jerko Glavaš (thesis advisor)
Abstract
Upravljanje odnosima s kupcima predstavlja jedan od modela upravljanja poslovnim procesima, a u čijem središtu se nalazi upravo kupac. Upravljanje odnosima s klijentima jedno je od odrednica uspješnih poslovnih subjekata suvremenog doba. Suvremeni poslovni subjekti svakodnevno se susreću s brojnim izazovima koji zahtijevaju iznalaženje novih poslovnih koncepata koji će prvenstveno pridonijeti njihovoj konkurentnosti, te jačanju u borbi s konkurencijom. CRM je proces kojim se subjekti koriste kako bi naučili više o željama, potrebama i ponašanju kupaca. Putem ovoga sustava dolazi se do informacija o korisnicima usluga i proizvoda, prodaji i trendovima, rastu i zadovoljstvu kupaca, te se iste obrađuju i analiziraju radi poboljšanja poslovanja i kvalitete usluge. Implementacija CRM sustava uključuje obrazovanje zaposlenika, modifikaciju poslovnih procesa, te prilagođavanje IT sustava kako bi mogli slijediti CRM strategiju. U radu je u kontekstu CRM-a (Customer relationship management) dan teoretski pregled, opisani i analizirani procesi i njegova implementacija na primjeru telekomunikacijske tvrtke. Opisane su funkcionalnosti, prednosti, problemi i rješenja jednog takvog sustava u rješavanju poslovnih potreba tvrtke. U radu su dani i određeni konkretni zaključci i preporuke za buduća poboljšanja samog sustava i za buduće djelovanje u izučavanom području. Na temelju analiziranih podataka izvršena je detaljna analiza primjene CRM sustava u telekomunikacijskoj tvrtki.
KeywordsCRM customers clients management
Parallel title (English)CUSTOMER RELATIONSHIP MANAGEMENT AND IMPLEMENTATION IN TELECOMMUNICATIONS COMPANY
Committee MembersŽeljko Požega (committee chairperson)
Jerko Glavaš (committee member)
Davor Dujak (committee member)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics in Osijek
PlaceOsijek
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Organization and Management
Study programme typeuniversity
Study levelpostgraduate specialist
Study programmePostgraduate specialist study Organization and Management
Academic title abbreviationmag. spec.
Genreprofessional thesis
Language Croatian
Defense date2017
Parallel abstract (English)
Customer relationship management is one of the models of business process management and in its center is the customer. Customer relationship management is one of the determinants of successful businesses of the modern era. Modern businesses are faced daily with numerous challenges that require finding new business concepts that will primarily contribute to their competitiveness, as well as strengthening the fight with the competition. CRM is the process by which subjects use to learn more about the wishes, needs and behavior of customers. Through this system business subjects get to information about customers, services and product sales and trends, growth and customer satisfaction and the same is processed and analyzed in order to improve operations and service quality. The implementation of a CRM system includes employee education, modification of business processes and adapting IT systems to be able to follow the CRM strategy. In this paper, in the context of CRM (customer relationship management) is given theoretically review, described and analyzed the processes and its implementation in the case of telecommunications company. It describes the functionality, benefits, problems and solutions of such a system in addressing the business needs of the company. There were given some concrete conclusions and recommendations for future improvement of the system and for future action in the explored area. Based on the analyzed data, a detailed analysis of the implementation of the CRM system in the telecommunications company is given.
Parallel keywords (Croatian)CRM kupci klijenti upravljanje
Resource typetext
Access conditionAccess restricted to students and staff of home institution
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:145:305083
CommitterGordana Kradijan