Upravljanje odnosima s kupcima kao alat elektroničkog poslovanja

master's thesis

• Title (english): Customer relationship management as a tool of electronic business
• Author: Ivana Smolčić
• Mentor: Nikola Knego (mentor)
• Committee member: Blaženka Knežević (predsjednik povjerenstva)
• Committee member: Sanda Renko (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2015-09-22, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Informacijska tehnologija jedan je od glavnih pokretača suvemenog poslovanja bez koje je danas nezamislivo poslovati jer uvelike olakšava i ubrzava poslovne procese. Sve veća konkurencija na tržištu potiče poduzeća da prate razvoj tehnologije i uključuju je u svakodnevno poslovanje kako bi mogli opstati. Uvođenjem elektroničkog poslovanja i Interneta u poslovanje dolazi do nove prekretnice u vođenju poslovnih transakcija na svim poslovnim područjima. Kao jedan od blagodati razvoja elektroničkog poslovanja razvio se i program upravljanja odnosima s kupcima koji uvelike olakšava poslovanje i to ne samo prodajnom odjelu, već i marketinškom, nabavnom i odjelu informacijske tehnologije. Istraživanje u okviru ovog rada usmjereno je na programe upravljanja odnosima s kupcima kao alat elektroničkog poslovanja, njegovu implementaciju te prednosti i nedostatke koje upravljanje odnosima s kupcima stvara uključivanjem u poslovanje.

Abstract (english)

Information technology is one of the main initiator of modern business and is unthinkable to do business today without IT, it makes things easier and faster. Increasing competition in the market encourages companies to follow the development of technology and include it in the daily operations in order to survive. The introduction of e-business and the Internet in the business comes to new milestones in the conduct of business transactions in all business areas. Customer relationship management is a part of e- business which greatly facilitates operations and not just the sales department, but also the marketing, supply and department of information technology. This research focuses on program customer relationship management as a tool of e-business, its implementation and the advantages and disadvantages of customer relationship management creates engaging in business.

• Keywords: elektroničko poslovanje; programi upravljanja odnosima s kupcima (CRM); implementacija CRM-a; prednosti i nedostaci progama
• Keywords (english): electronic business; customer relationship management (CRM); implementation of CRM; advantages and disadvantages
• Language: croatian
• URN:NBN: urn:nbn:hr:148:997935
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2016-10-13 13:05:17