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undergraduate thesis
Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d.
2018. urn:nbn:hr:145:660865
Steinbrickner, Vedrana
Josip Juraj Strossmayer University of Osijek
Faculty of Economics in Osijek
Chair of Quantitative Methods and Informatics

Cite this document

Steinbrickner, V. (2018). Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d. (Undergraduate thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:660865

Steinbrickner, Vedrana. "Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d.." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, 2018. https://urn.nsk.hr/urn:nbn:hr:145:660865

Steinbrickner, Vedrana. "Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d.." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, 2018. https://urn.nsk.hr/urn:nbn:hr:145:660865

Steinbrickner, V. (2018). 'Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d.', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, accessed 27 September 2023, https://urn.nsk.hr/urn:nbn:hr:145:660865

Steinbrickner V. Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d. [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek; 2018 [cited 2023 September 27] Available at: https://urn.nsk.hr/urn:nbn:hr:145:660865

V. Steinbrickner, "Upravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d.", Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, Osijek, 2018. Available at: https://urn.nsk.hr/urn:nbn:hr:145:660865

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Metadata
TitleUpravljanje odnosima s potrošačima (CRM) na primjeru poduzeća Hrvatski telekom d.d.
Title (english)Customer relationship management in the company Croatian telekom Ltd.
AuthorVedrana Steinbrickner
MentorJerko Glavaš (mentor)
Committee memberJerko Glavaš (predsjednik povjerenstva)
Committee memberAntun Biloš (član povjerenstva)
Committee memberDražen Ćućić (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics in Osijek
(Chair of Quantitative Methods and Informatics)
Osijek
Defense date and country2018-09-20, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Zbog naglih promjena u poslovnoj okolini poduzeća tržište je postalo visoko konkurentno, a samim time se povećao i spektar potreba potrošača. Kako bi poduzeće moglo opstati na konkurentnom tržištu ono, prije svega, potrebe potrošača mora staviti na prvo mjesto. Upravo to govori da analiza potreba potrošača prilikom osnivanja poduzeća nije dovoljna, već se one moraju pratiti kontinuirano, kroz čitavo poslovanje. Potrebe, želje i zahtjevi potrošača prate se pomoću sustava za upravljanje odnosima s potrošačima (Customer relationship management – CRM). Upravljanje odnosima s potrošačima, danas u 21. stoljeću je jedna od najviše korištenih aktivnosti u okviru poslovanja poduzeća, a znatno ju olakšava suvremena i moderna tehnologija, odnosno različita programska rješenja namijenjena navedenoj aktivnosti. Upravo će se u okviru ovog diplomskog rada govoriti o ponašanju potrošača, o čimbenicima koji utječu na njihovo ponašanje, o odlučivanju o kupnji te o vrstama, razinama i funkcijama upravljanja odnosima s potrošačima te o informacijsko-komunikacijskoj tehnologiji u CRM-u. Osim teoretskog dijela napravit će se i praktični dio unutar kojeg će se analizirati upravljanje odnosima s potrošačima na primjeru tvrtke Hrvatski telekom d.d.
Abstract (english)
Due to the sudden changes in the business environment of the company, the market has become highly competitive, thus increasing the spectrum of consumer needs. In order for a company to survive in a competitive market, it is primarily the consumer needs that have to be put in the first place. It is precisely this wha the analysis of the needs of consumers during establishing a company is not enough, but have to be monitored continuously, through the whole business. Consumer needs, desires and demands are monitored through a Customer Relationship Management (CRM) system. Customer Relationship Management, nowadays in the 21st century, is one of the most used activities within the business operations, and is greatly facilitated by modern technology, or different software solutions designed for this activity. Within the scope of this graduate paper will be about consumer behavior, factors influencing their behavior, purchasing decisions, and the types, levels and functions of consumer relationship management and about information-communication technology in CRM. Apart from the theoretical part, a practical part will be developed to analyze customer relationship management in the example of the Croatian Telekom Ltd.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:660865
Study programmeTitle: Entrepreneurship
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2019-04-19 09:19:29