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professional thesis
Model implementacije upravljanja odnosima s potrošačima u Petrokemiji
2018. urn:nbn:hr:145:442683
Prpić, Tomislav
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Marketing

Cite this document

Prpić, T. (2018). Model implementacije upravljanja odnosima s potrošačima u Petrokemiji (Professional thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:442683

Prpić, Tomislav. "Model implementacije upravljanja odnosima s potrošačima u Petrokemiji." Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2018. https://urn.nsk.hr/urn:nbn:hr:145:442683

Prpić, Tomislav. "Model implementacije upravljanja odnosima s potrošačima u Petrokemiji." Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2018. https://urn.nsk.hr/urn:nbn:hr:145:442683

Prpić, T. (2018). 'Model implementacije upravljanja odnosima s potrošačima u Petrokemiji', Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 14 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:442683

Prpić T. Model implementacije upravljanja odnosima s potrošačima u Petrokemiji [Professional thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2018 [cited 2024 November 14] Available at: https://urn.nsk.hr/urn:nbn:hr:145:442683

T. Prpić, "Model implementacije upravljanja odnosima s potrošačima u Petrokemiji", Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:145:442683

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Metadata
TitleModel implementacije upravljanja odnosima s potrošačima u Petrokemiji
Title (english)Model of customer relationship management in Petrokemija
AuthorTomislav Prpić
MentorBranimir Dukić (mentor)
Committee memberDrago Ružić (predsjednik povjerenstva)
Committee memberBranimir Dukić (član povjerenstva)
Committee memberIvan Kelić (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Marketing)
Osijek
Defense date and country2018-04-23, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Rad se sastoji od nekoliko poglavlja koja su zajedno obuhvaćena u jednu logičku cjelinu. Od uvoda preko definiranja pojma upravljanja odnosima s potrošačima i specifičnosti upravljanja odnosima s potrošačima, utvrđivanja povezanosti društava s poslovnim djelatnostima, te zaključak u kojem je pojašnjen i utvrđen model prijedloga daljeg poslovanja. U Uvodu je definiran predmet istraživanja rada, znanstvena hipoteza, pretpostavke uzete u obzir te postavljeni ciljevi istraživanja. Također, Uvod sadrži i popis korištenih znanstvenih metoda kao i opis izvora podataka korištenih pri izradi rada. U drugom dijelu osvrt je usmjeren na dioničko društvo Petrokemija d.d. Kutina te njeno djelovanje u gospodarskom okruženju i stavljeno u kontekst marketinškog odnosa. Treći dio definira značaj CRM-a i govori o njegovoj evoluciji te funkciji. Predstavlja informacijske sustave za upravljanje odnosima s korisnicima, opisuje baze podataka i programske aplikacije. Četvrti dio sadrži provedeno empirijsko istraživanje među korisnicima proizvoda Petrokemije d.d. te tumači prikupljene podatke koji su temelj za postavljanje najprikladnijeg CRM rješenja. Konačno, u zaključku je sumiran dokaz postavljene hipoteze, ali je dan i ukupni osvrt na temu ovog rada.
Abstract (english)
The work consists of several chapters that are jointly incorporated into one logical unit. From the introduction through defining the concept of consumer relationship management and the specificity of customer relationship management, establishing relationships between companies and business, and a conclusion explaining and determining the model of business continuity. In the Introduction is defined the subject of research work, scientific hypothesis, assumptions taken into account and set research goals. Also, the Introduction contains a list of used scientific methods as well as a description of the sources of data used in the work. In the second part, the focus is on the Petrokemija company and its action in the economic environment and placed in the context of marketing relations. The third part defines the importance of CRM and speaks about its evolution and function. It introduces information management systems for customer relationship management, describes databases and software applications. The fourth part contains the conducted empirical research among users of Petrokemija products and interprets the collected information that is the basis for setting the most appropriate CRM solution. Finally, the hypothesis is summed up in the conclusion, but there is also a general overview of the topic of this paper.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:442683
Study programmeTitle: Postgraduate Specialist Study Marketing Special areas
Study programme type: university
Study level: postgraduate specialist
Academic / professional title: sveučilišni/a specijalist/specijalistica marketinga posebnih područja (sveučilišni/a specijalist/specijalistica marketinga posebnih područja)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2018-07-03 17:11:43