20.500.12556/RUL-56303 Sistemi za ravnanje s strankami v lesnih podjetjih Custumer relationship management systems in wood-industry companies Kupci poleg kakovostnih in cenovno sprejemljivih proizvodov pričakujejo predvsem hiter, učinkovit in kakovosten servis. Ker se zahteve kupcev spreminjajo in so čedalje bolj kompleksne, je njihovo učinkovito obvladovanje brez uporabe informacijskih orodij (skoraj) nemogoče. Temu so namenjena orodja in sistemi za ravnanje s strankami (CRM sistemi in orodja) (CRM = angl. Customer Relationship Management). V raziskavi smo ugotovili, da slovenska lesna podjetja te sisteme redko uporabljajo, vendar pa verjamejo, da njihova uporaba lahko močno vpliva na uspešnost in učinkovitost prodajnega procesa in posledično tudi podjetja kot celote. Tista podjetja, ki CRM orodja/sisteme uporabljajo, to potrjujejo, saj vsa zaznavajo pomembno skrajšanje odzivnih časov, večjo preglednost nad prodajnim procesom in bistveno zmanjšanje administrativnih del. In addition to good quality and affordable products buyers particularly expect prompt, efficient and good quality service. Since customer demands change and are becoming increasingly complex, their efficient management without applying information tools is (practically) impossible. Customer Relationship Management (CRM) tools and systems are intended for this specific purpose. In our research we came to the conclusion that Slovenian wood companies apply these systems only on rare occasions, however, they believe that their use has a strong impact on performance and efficiency of the sales process and consequently also on the company as a whole. Those particular companies that apply CRM tools/systems confirm this, because all of them have experienced a significant shortage in response times, higher level of transparency above the sales process and a substantial reduction of administrative work and secretarial services. CRM management trženje prodaja lesna podjetja CRM management marketing selling true false true Zveza društev inženirjev in tehnikov gozdarstva in lesarstva Slovenije Slovenski jezik Angleški jezik Članek v reviji 2015-07-10 17:29:52 2015-07-10 17:29:52 2022-08-01 12:33:10 0000-00-00 00:00:00 2010 0 0 Str. 478-482 št. 11/12 Letn. 62 2010 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8:005 0024-1067 1874569 13940224 http://www.dlib.si/details/URN:NBN:SI:DOC-LJALKIFW 1 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=56314 RAZ_Kropivsek_Joze_2010.pdf RAZ_Kropivsek_Joze_2010.pdf 1 77DFDD916281841651632DA4D605892C 3edc52a1f35ff340cc0b9dcd3a760c61b991cb52f90642e1a90e7465376cb496 68267e77-565a-11ec-abdb-00155dcfd717 20.500.12556/rul/55e78861-e245-43f4-9e25-26c0b7fb9efd https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=151788 Biotehniška fakulteta Les 0 0 0