Model za izbiro ustreznega ponudnika sistemov za upravljanje odnosov s strankami

BRECELJ, LUKA (author), Hovelja, Tomaž (mentor)

Sistemi za upravljanje odnosov s strankami (CRM) so v današnjem času postali nepogrešljiv sistem v vseh podjetjih. Leta 2020 so podjetja po vsem svetu namenila več kot 45 milijard dolarjev prav za ta sistem (licence, vzdrževanje in naročnine). Tako zadnja leta CRM ostaja največja in najhitreje rastoča kategorija programske opreme za podjetja. Podjetja se pri odločanju pogosto mučijo z izbiro ustreznega ponudnika sistemov CRM, zato bi jim bil v pomoč model za izbiro tega sistema. Cilj diplomskega dela je razviti model za odločanje o izbiri ustreznega sistema CRM. V diplomskem delu smo preučili literaturo CRM, predstavili nekaj znanih sistemov CRM, izdelali model za odločanje in ta model preizkusili v študiji primera. Tako smo z uporabo predlaganega modela v podjetju Proloco Trade prišli do izbire ustreznega sistema CRM Salesforce in s tem pomagali vodstvu podjetja pri odločitvi, kateri sistem je primeren zanje.

• Language: Slovenian
• Keywords: CRM, upravljanje odnosov, izbira, podjetje, model
• Work type: Bachelor thesis/paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: FRI - Faculty of Computer and Information Science
• Year: 2022
• PID: 20.500.12556/RUL-138780
• COBISS.SI-ID: 120411139
• Publication date in RUL: 17.08.2022

Secondary language

• Language: English
• Title: Model for choosing a suitable Customer Relationship Management system

Abstract

Customer relationship management (CRM) systems have nowadays become an indispensable system in all companies. In 2020, companies around the world spent more than 45 billion dollars on such systems (licenses, maintenance, and subscriptions). Thus, in recent years, CRM remains the largest and fastest growing category of enterprise software. Companies often struggle with choosing the right CRM system, therefore a model for choosing this system would help them. The aim of the thesis is to develop an effective model for deciding on the selection of an appropriate CRM system. In the diploma thesis, we studied the CRM literature, presented the most popular CRM systems, made a model for decision making, and tested this model in a case study. Hence, using the proposed model in the company Proloco Trade, we came to the selection of the appropriate CRM system Salesforce and consequently helped the company's management decide which system is suitable for them.

• Keywords: CRM, relationship management, choice, company, model