master's thesis
Analysis of CRM activities in Rovinj Tobacco Factory

Joelle Živolić (2016)
University of Pula
Metadata
TitleAnaliza CRM aktivnosti u tvornici Duhana Rovinj
AuthorJoelle Živolić
Mentor(s)Dražen Alerić (thesis advisor)
Abstract
Upravljanje odnosima s korisnicima (CRM) je poslovna strategija koju danas koriste skoro pa sve kompanije, kako bi one bile u stalnoj interakciji sa svojim korisnicima, bilo da se radi o postojećim korisnicima ili o potencijalnim budućim korisnicima. Strategija upravljanja odnosa s korisnicma pokušava analizirati podatke o povijesti korisnika u kompaniji, a to sve kako bi kompanija poboljšala poslovne odnose sa svojim korisnicima s posebnim naglaskom na zadržavanje korisnika te na kraju na taj način i povećati prodaju. Važan aspekt upravljanja odnosa s korisnicima je prikuputi informacije iz niza različitih komunikacijskih kanala, uključujući web stranice tvrtke, e-mail, telefonske brojeve, marketinške materijale, live chat i društvene medije. Pristup i sustav upravljanja odnosa s korisnicima koristi se kako bi kompanije lakše došle do informacija o svojim korisnicima te saznala potrebe i želje korisnika. Najveća prednost korištenja upravljanja odnosima s korisnicima je ta da se sve prikupljene informacije o korisnicima nalaze na jednom mjestu te nisu razbacane po cijeloj organizaciji kompanije, kao što je to bilo prije uvođenja sustava upravljanja odnosa s korisnicima.
KeywordsCRM data communication channels Rovinj Tobacco Factory
Parallel title (English)Analysis of CRM activities in Rovinj Tobacco Factory
Committee MembersAriana Nefat (committee chairperson)
Dražen Alerić (committee member)
Lenko Uravić (committee member)
GranterUniversity of Pula
PlacePula
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Marketing
Study programme typeuniversity
Study levelgraduate
Study programmeBusiness Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Study specializationMarketing Management
Academic title abbreviationmag.oec.
Genremaster's thesis
Language Croatian
Defense date2016-09-28
Parallel abstract (English)
Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential future customers. The CRM approach tries to analyse data about customers' history with a company, to improve business relationships with customers, specifically focusing on customer retention, and ultimately to drive sales growth. One important aspect of the CRM approach is the systems of CRM that compile information from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, social media, and more. Through the CRM approach and the systems used to facilitate CRM, businesses learn more about their target audiences and how to best cater to their needs. The biggest benefit most businesses realize when moving to a CRM system comes directly from having all your business data stored and accessed from a single location. Before CRM systems, customer data was spread out over office productivity suite documents, email systems, mobile phone data and even paper note cards.
Parallel keywords (Croatian)CRM informacije komunikacijski kanali tvornica duhana Rovinj
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:137:327533
CommitterTihana Gerić