Ocena primernosti sistemov za ravnanje odnosov s kupci (CRM- sistemi) v manjšem lesnem podjetju : diplomsko delo (visokošolski strokovni študij)

Žerovnik, Tomaž (avtor), Kropivšek, Jože (mentor), Oblak, Leon (recenzent)

Zahteve sodobnega poslovnega okolja so za podjetja čedalje večje. Poleg kakovostnih in cenovno sprejemljivih proizvodov, trg oz. kupci pričakujejo hiter, učinkovit in kakovosten servis. Ker se zahteve kupcev spreminjajo in soyato čedalje bolj kompleksne, je njihovo učinkovito obvladovanje brez uporabe informacijskih orodij (skoraj) nemogoče. CRM-sistemi oz. orodja (Customer Relationship Management) zato v praksi postajajo vse pogostejši pripomoček za ravnanje odnosov s kupci, tako za mala kot velika podjetja. Poleg teoretičnega pristopa k implementaciji CRM-orodij smo predstavili predvsem postopek njihove implementacije v konkretno manjše lesno podjetje (Rihter d.o.o.) na osnovi uporabe metode 8 gradnikov. Dokazali smo, da obstoji vrsta prednosti ob uporabi teh orodij tudi v manjšem lesnem podjetju, kar opravičuje njihovo uporabo. V ta namen je bila pripravljena tudi ocena primernosti uporabe nekaterih CRM-orodij v manjšem lesnem podjetju, na osnovi katere je bilo za konkretno podjetje izbrano orodje Business Contact Manager za Outlook 2003. Njegova implementacija je potrdila tezo, da se z uporabo že najpreprostejšega orodja CRM izboljšajo odnosi s kupci in zmanjša obseg administrativnih del.

• Jezik: Slovenski jezik
• Ključne besede: lesarstvo, marketing, prodaja, informatika, CRM-sistemi
• Vrsta gradiva: Diplomsko delo
• Tipologija: 2.11 - Diplomsko delo
• Organizacija: BF - Biotehniška fakulteta
• Kraj izida: Ljubljana
• Založnik: [T. Žerovnik]
• Leto izida: 2007
• Št. strani: X, 46 f., [3 f. pril.]
• PID: 20.500.12556/RUL-185
• UDK: 339.13:674
• COBISS.SI-ID: 1483657
• Datum objave v RUL: 11.07.2014

ŽEROVNIK, Tomaž, 2007, Ocena primernosti sistemov za ravnanje odnosov s kupci (CRM- sistemi) v manjšem lesnem podjetju : diplomsko delo (visokošolski strokovni študij) [na spletu]. Diplomsko delo. Ljubljana : T. Žerovnik. [Dostopano 28 maj 2025]. Pridobljeno s: https://repozitorij.uni-lj.si/IzpisGradiva.php?lang=slv&id=185

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: Assessment of the adequacy of customer relationship management systems (CRM) in a smaller timber-processing company : graduation thesis (higher professional studies)

Izvleček

Requirements of the contemporary business environment are becoming increasingly more demanding for companies. In addition to quality products that are acceptable in terms of the price, the market or customers expect a fast, efficient and quality servicing. Because the customers` requirements are changing, and are therefore becoming increasingly more complex, their effective management without the use of IT tools is (almost) imposible. CRM systems or tools are therefore in practice becoming a more and more frequent aid in the management of customer relationship management, which, however, are not only interesting for larger companies. In addition to the theoretical approach to the implementation of CRM tools, the thesis presents primarily the procedures for their implementation in a concrete smaller timber-processing company (the Rihter, d.o.o. company) on the basis of the use of the 8 Building Block method. Thesis proves that there is also an advantage in the use of these tools in a smaller timber-processing company, which justifies their use. To this end, an assessment of the adequacy of the use of CRM tools in a smaller timber-processing company was prepared, on the basis of which the Business Contact Manager for Outlook 2003 tool was selected for the concrete company. Its implementation confirmed the thesis that already with the use of the simplest CRM tool customer relationships are improved and the scope of administrative work is reduced.

• Ključne besede: woodworking industry, marketing, sales, information technology, CRM-systems