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master's thesis
CRM sustavi kao ključna komponenta poslovanja
2018. urn:nbn:hr:145:327923
Zovko-Ribić, Frano
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Quantitative Methods and Informatics

Cite this document

Zovko Ribić, F. (2018). CRM sustavi kao ključna komponenta poslovanja (Master's thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:327923

Zovko Ribić, Frano. "CRM sustavi kao ključna komponenta poslovanja." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2018. https://urn.nsk.hr/urn:nbn:hr:145:327923

Zovko Ribić, Frano. "CRM sustavi kao ključna komponenta poslovanja." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2018. https://urn.nsk.hr/urn:nbn:hr:145:327923

Zovko Ribić, F. (2018). 'CRM sustavi kao ključna komponenta poslovanja', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 25 February 2025, https://urn.nsk.hr/urn:nbn:hr:145:327923

Zovko Ribić F. CRM sustavi kao ključna komponenta poslovanja [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2018 [cited 2025 February 25] Available at: https://urn.nsk.hr/urn:nbn:hr:145:327923

F. Zovko Ribić, "CRM sustavi kao ključna komponenta poslovanja", Master's 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:145:327923

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Metadata
TitleCRM sustavi kao ključna komponenta poslovanja
Title (english)CRM system as a key component of business
AuthorFrano Zovko-Ribić
MentorJerko Glavaš (mentor)
Committee memberDražen Ćućić (predsjednik povjerenstva)
Committee memberDomagoj Karačić (član povjerenstva)
Committee memberJerko Glavaš (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Quantitative Methods and Informatics)
Osijek
Defense date and country2018-06-27, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Tema ovog diplomskog rada je CRM sustav (CRM- Customer relationship management), odnosno upravljanje odnosima s klijentima. U radu će se definirati sam pojam upravljanja odnosima s klijentima. Suvremeno poslovanje, pod utjecajem razvoja informacijskih i komunikacijskih sustava sve je više okrenuto prema klijentima. Kljuĉna komponenta poslovanja poslovnih subjekata je brzina dolaska do klijenata, a posebno onih klijenata koji se bave usluţnim djelatnostima. Uspostavljanjem elemenata strategije upravljanja odnosima s klijentima omogućeno je kontinuirano praćenje reakcija klijenata i generiranje smjernica i informacija za što efektivnije i efikasnije poslovanje. Upravljanje odnosima s klijentima nudi tvrtkama uĉinkovit odnos upravljanja s njihovim klijentima, stvaranje odanih kupaca kojima će poduzeće biti u stanju ispuniti traţene zahtjeve, a u isto vrijeme stvarati dobit. CRM sustav svojom implementacijom donosi brojne prednosti ali isto tako i predstavlja potencijalne rizike što će biti obraĊeno u nastavku ovog diplomskog rada.
Abstract (english)
The subject of this graduate thesis is CRM (Customer Relationship Management), ie customer relationship management. This paper will define the concept of customer relationship management. Modern business, under the influence of the development od informaton and communication system, is increasingly turning towards clients. A key business component od business entities is the speed of arrival to customers, especially those who are engaged in service activities. Establishing client relationship management elements enabled continuos customer response tracking and generating guidance and information fot the most effective and efficient business. Customer relationship management provides companies whit an effective relationship of management with their customers, creating loyalcustomers that will enble the company to meet the required requirements while at the same generating profits. With its implementation, the CRM system brings numerous benefits but also poses the potential risks that will be dealt with below this graduate thesis.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:327923
Study programmeTitle: Business economy; specializations in: Management
Course: Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2018-09-18 17:09:27