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master's thesis
Upravljanje vjernošću korisnika usluga
2016. urn:nbn:hr:137:626912
Miloš, Marijana
University of Pula

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Miloš, M. (2016). Upravljanje vjernošću korisnika usluga (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:626912

Miloš, Marijana. "Upravljanje vjernošću korisnika usluga." Master's thesis, University of Pula, 2016. https://urn.nsk.hr/urn:nbn:hr:137:626912

Miloš, Marijana. "Upravljanje vjernošću korisnika usluga." Master's thesis, University of Pula, 2016. https://urn.nsk.hr/urn:nbn:hr:137:626912

Miloš, M. (2016). 'Upravljanje vjernošću korisnika usluga', Master's thesis, University of Pula, accessed 11 November 2024, https://urn.nsk.hr/urn:nbn:hr:137:626912

Miloš M. Upravljanje vjernošću korisnika usluga [Master's thesis]. Pula: University of Pula; 2016 [cited 2024 November 11] Available at: https://urn.nsk.hr/urn:nbn:hr:137:626912

M. Miloš, "Upravljanje vjernošću korisnika usluga", Master's thesis, University of Pula, Pula, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:137:626912

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Metadata
TitleUpravljanje vjernošću korisnika usluga
Title (english)Customer loyalty management
AuthorMarijana Miloš
MentorDražen Alerić (mentor)
Committee memberAriana Nefat (predsjednik povjerenstva)
Committee memberDražen Alerić (član povjerenstva)
Committee memberLenko Uravić (član povjerenstva)
GranterUniversity of Pula
Pula
Defense date and country2016-09-28, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Lojalnost kupaca danas je od presudne važnosti za opstanak poduzeća. Da bi poduzeće stvorilo lojalnost svojih kupaca oni im trebaju biti na prvom mjestu i cijelo poslovanje treba biti usmjereno prema njima i prilagođeno njihovim željama i potrebama. CRM sustav od velike je pomoći poduzećima jer putem njega zaposlenici imaju uvid u sve informacije o klijentima, a i sami zaposlenici međusobno lakše komuniciraju i izmjenjuju informacije. Usluge su zbog svojih obilježja rizične za kupnju te se zbog toga kupci često oslanjaju na usmene preporuke. Poduzeća Konzum i dm uzeta su za primjer kao jedna od najuspješnijih poduzeća u Hrvatskoj i šire jer se svojim kvalitetnim proizvodima i uslugama, programom vjernosti i sudjelovanjem u raznim humanitarnim projektima izdvajaju od ostalih poduzeća.
Abstract (english)
Customer loyalty today is crucial importance for the company survival. To create customers loyalty they should be in the first place and the whole business should be directed towards them and adapted to their needs and wishes. Customer relationship management system is great help to companies because through it employees have access to all information about customers and they also can easily comunicate with each other and exchange information faster. Becaues of the services characteristics customers often rely on word of mouth. Konzum and dm are taken for example as one of the most successful companies in Croatia and beyond because of its quality products and services, loyalty programs and participation in many humanitarian projects.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:626912
Study programmeTitle: Business Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Course: Marketing Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2017-02-09 13:00:11