Uvođenje programa za upravljanje odnosima s klijentima na primjeru odabranog poduzeća

graduate thesis

• Title (english): Introducing a program for managing relations with clients on the example of a selected company
• Author: Tea Ćužić
• Mentor: Mirko Palić (mentor)
• Committee member: Miroslav Mandić (predsjednik povjerenstva)
• Committee member: Andrea Lučić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2023-02-16, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Sustav za upravljanje odnosima s klijentima je smatran strategijom poslovanja te komunikacijom s klijentima s ciljem prikupljanja informacija o klijentima koje se koriste za povećanje njihovog zadovoljstva i lojalnosti kako bi odnos s njima bio duži, bolji i profitabilniji. Korištenje aplikacijskog sustava podrazumijeva njegovu uporabu u svakodnevnici. Programski alati su pokretani od strane korisnika s ciljem obavljanja poslovanja. Baza podataka se puni a informacije se prikupljaju i distribuiraju. Od strane korisnika će ponekad biti uočena moguća poboljšanja rada i prijedlozi dorade programa, postoji mogućnost promjene internih pravila ili eksternih uvjeta za izmjenom programa. U ovome radu će posebna pažnja biti usmjerena na američko poduzeće Amazon. Djelatnost Majorel d.o.o. se temelji na upravljanju informacijsko tehnološkim uslugama za svoje korisnike, odnosno klijente. U ovom slučaju Amazon predstavlja poslovnog sponzora koji pruža potporu sustavu za upravljanje odnosima s klijentima, te bez njegove potpore bi bilo teško ili nemoguće osigurati adekvatne financijske potrebe za samu provedbu projekta te pruža potporu uvođenju svih potrebnih subjekata unutar poduzeća.

Abstract (english)

A customer relationship management system is considered a business strategy and communication with customers to collect information about customers that is used to increase their satisfaction and loyalty to make the relationship with them longer, better and more profitable. The use of the application system implies its use in everyday life. Users run software tools to do business. The database is being filled and information is being collected and distributed. The user will sometimes suggest possible work improvements and program refinement options, there is a possibility of changing internal rules or external conditions for changing the program. In this paper, special attention will be focused on the American company Amazon. The activity of Majorel d.o.o. is based on managing information technology services for its users, i.e., clients. In this case, Amazon represents a business sponsor that provides support for the customer relationship management system, and without its permission, it would be difficult or impossible to ensure adequate financial needs for the actual implementation of the project and provides support for the introduction of all necessary entities within the company.

• Keywords: lojalnost; klijent; Amazon; sustav; upravljanje; odnos
• Keywords (english): loyalty; client; Amazon; system; management; relationship
• Language: croatian
• URN:NBN: urn:nbn:hr:148:382765
• Study programme: Title: Management and retail marketing; Study programme type: professional; Study level: graduate; Academic / professional title: magistar ekonomije/magistra ekonomije (magistar ekonomije/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2023-02-16 22:19:03