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master's thesis
Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB
2023. urn:nbn:hr:137:976797
Radović, Ivana
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"

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Radović, I. (2023). Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:976797

Radović, Ivana. "Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB." Master's thesis, University of Pula, 2023. https://urn.nsk.hr/urn:nbn:hr:137:976797

Radović, Ivana. "Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB." Master's thesis, University of Pula, 2023. https://urn.nsk.hr/urn:nbn:hr:137:976797

Radović, I. (2023). 'Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB', Master's thesis, University of Pula, accessed 29 April 2024, https://urn.nsk.hr/urn:nbn:hr:137:976797

Radović I. Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB [Master's thesis]. Pula: University of Pula; 2023 [cited 2024 April 29] Available at: https://urn.nsk.hr/urn:nbn:hr:137:976797

I. Radović, "Utjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB", Master's thesis, University of Pula, Pula, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:137:976797

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Metadata
TitleUtjecaj sustava upravljanja odnosim s klijentima u fitness industriji na primjeru fitness centra AP LAB
Title (english)The impact of customer relationship management in the fitness industry on the example of AP LAB fitness
AuthorIvana Radović
MentorErik Ružić (mentor)
Committee memberDragan Benazić (predsjednik povjerenstva)
Committee memberErik Ružić (član povjerenstva)
Committee memberDanijela Križman Pavlović (član povjerenstva)
GranterUniversity of Pula
(Faculty of economics and tourism "Dr. Mijo Mirković")
Pula
Defense date and country2023-06-26, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
CRM je proces upravljanja ključnim informacijama o pojedinim korisnicima i upravljanja mjestima dodira s korisnicima kako bi se povećala njihova lojalnost. Kroz rad se protežu razne analize, metode i alati koji služe za poboljšanje korisničkog iskustva i podrške. Personalizacija usluge i praćenje potreba i želja klijenata kao i trendova na tržištu ključno je kako bi poslovanje išlo u pravom smjeru. A to je stvaranje dugoročnih odnosa. Također, potrebno je ispitivati i pratiti zadovoljstvo, te reagirati pravovremeno ukoliko postoji nezadovoljstvo. U fitness industriji to je također od velike važnosti. Kroz rad je provučen primjer iz prakse na primjeru fitness centra AP Lab. Provedena je analiza zadovoljstva, a na osnovu tih rezultata dat je kritički osvrt sa svim segmentima koji dobro funkcioniraju ali i sa savjetima za poboljšanje nekih nedostataka.
Abstract (english)
CRM is the process of managing key information about individual customers and managing customer touchpoints to increase customer loyalty. The work includes various analyses, methods and tools that serve to improve the user experience and support. Personalizing the service and monitoring the needs and wishes of clients as well as market trends is essential to ensure the business is headed in the right direction. This also means creating long-term relationships between clients and businesses. Also, it is necessary to examine and monitor the level of customer satisfaction, and react in a timely manner if there is dissatisfaction. This parameter is of great importance in the fitness industry. An example of the AP Lab fitness center is presented throughout the paper. A satisfaction analysis was carried out, and based on these results, a critical review was given with all the segments that function well, but also with advice for improving some shortcomings.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:976797
Study programmeTitle: Business Economics; Financial Management, Marketing Management, Management and Entrepreneurship,Tourism, Business Informatics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics, Informatics Management
Course: Marketing Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra poslovne ekonomije (magistar/magistra poslovne ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2023-06-29 10:23:06