UPRAVLJANJE ODNOSIMA S POTROŠAČIMA KAO MODUL CJELOVITIH POSLOVNIH INFORMACIJSKIH SUSTAVA – STUDIJA SLUČAJA

master's thesis

• Author: Darko Ban
• Mentor: Božidar Jaković (mentor)
• Committee member: Katarina Ćurko (predsjednik povjerenstva)
• Committee member: Ivan Strugar (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Informatics); Zagreb
• Defense date and country: 2019-09-30, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Business Informatics

Abstract

Sredina devedesetih godina prošlog stoljeća je na globalno poslovno tržište donijela novi proizvod koji je najavio radikalnu promjenu u temeljima poslovanja, prvenstveno kroz protok informacija unutar organizacija. Cjeloviti poslovni informacijski sustavi u ovom se radu obrađuju kroz perspektivu studije slučaja jedne implementacije, i to na modulu sustava upravljanja odnosima s potrošačima. Kako bi implementacija takvog sustava bila što uspješnija, važno je obratiti pažnju na cijeli proces koji uključuje aktivnosti prije, za vrijeme i poslije same implementacije, za što je potrebno oformiti kvalitetan projektni tim sastavljen od konzultanata i korisnika sustava, te ih kroz sve faze implementacije motivirati da što efikasnije realiziraju cilj.

Abstract (english)

The mid 1990s brought a new product to the global business market, a product that announced a radical change to the business foundation, mainly through information flow within the organization. This paper is researching Enterprise Resource Planning systems through a perspective of an implementation of the Customer Relationship Management Case Study. Ensuring success in this type of implementation implies paying close attention to the whole implementation process, which consists of pre-implementation, implementation, and post-implementation activities for which a good quality project team is needed, with business application consultants and system users as team members. They require constant motivation for reaching the goal of a successful implementation.

• Keywords: Cjeloviti poslovni informacijski sustavi; proces implementacije; elektroničko poslovanje; poslovna analiza
• Keywords (english): Enterprise Resource Planning systems; implementation process; e-business; business analysis
• Language: croatian
• URN:NBN: urn:nbn:hr:148:582991
• 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 authenticated users
• Created on: 2019-09-30 14:28:39