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undergraduate thesis
UPRAVLJANJE ODNOSIMA S KUPCIMA
2024. urn:nbn:hr:150:515876
Hodić, Mirela
University of Applied Sciences "Lavoslav Ružička" in Vukovar
Business Department

Cite this document

Hodić, M. (2024). UPRAVLJANJE ODNOSIMA S KUPCIMA (Undergraduate thesis). Vukovar: University of Applied Sciences "Lavoslav Ružička" in Vukovar. Retrieved from https://urn.nsk.hr/urn:nbn:hr:150:515876

Hodić, Mirela. "UPRAVLJANJE ODNOSIMA S KUPCIMA." Undergraduate thesis, University of Applied Sciences "Lavoslav Ružička" in Vukovar, 2024. https://urn.nsk.hr/urn:nbn:hr:150:515876

Hodić, Mirela. "UPRAVLJANJE ODNOSIMA S KUPCIMA." Undergraduate thesis, University of Applied Sciences "Lavoslav Ružička" in Vukovar, 2024. https://urn.nsk.hr/urn:nbn:hr:150:515876

Hodić, M. (2024). 'UPRAVLJANJE ODNOSIMA S KUPCIMA', Undergraduate thesis, University of Applied Sciences "Lavoslav Ružička" in Vukovar, accessed 21 October 2024, https://urn.nsk.hr/urn:nbn:hr:150:515876

Hodić M. UPRAVLJANJE ODNOSIMA S KUPCIMA [Undergraduate thesis]. Vukovar: University of Applied Sciences "Lavoslav Ružička" in Vukovar; 2024 [cited 2024 October 21] Available at: https://urn.nsk.hr/urn:nbn:hr:150:515876

M. Hodić, "UPRAVLJANJE ODNOSIMA S KUPCIMA", Undergraduate thesis, University of Applied Sciences "Lavoslav Ružička" in Vukovar, Vukovar, 2024. Available at: https://urn.nsk.hr/urn:nbn:hr:150:515876

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Metadata
TitleUPRAVLJANJE ODNOSIMA S KUPCIMA
Title (english)CUSTOMER RELATIONSHIP MANAGEMENT
AuthorMirela Hodić
MentorMirjana Nedović (mentor)
Committee memberDarija Ivanković (predsjednik povjerenstva)
Committee memberMirjana Nedović (član povjerenstva)
Committee memberMira Majstorović (član povjerenstva)
GranterUniversity of Applied Sciences "Lavoslav Ružička" in Vukovar
(Business Department)
Vukovar
Defense date and country2024-09-18, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Upravljanje odnosima s kupcima ili CRM (engl. Customer Relationship Management) predstavlja poslovni sustav, strategiju i filozofiju, koja stavlja kupca u središte svih poslovnih aktivnosti. Cilj CRM-a je ispuniti očekivanja kupca, ponuditi mu kvalitetne proizvode i usluge kako bi pridobili njegovu lojalnost. Uspješna implementacija CRM sustava donosi mnoge prednosti, uključujući kvalitetnija statistička izvješća i preciznija predviđanja prodaje. Također, omogućava djelatnicima aktivnije i kvalitetnije obavljanje svojih dužnosti jer su upoznati s krajnjim ciljevima poslovanja. U ovom radu prikazati će se CRM kao ključna komponenta uspješnog poslovanja u maloprodaji, s posebnim naglaskom na primjeru Konzuma, jednog od vodećih trgovačkih lanaca u Hrvatskoj. Analizirat će se kako Konzum koristi CRM za bolje razumijevanje svojih kupaca, poboljšanje kvalitete usluge i povećanje lojalnosti kupaca, čime postiže konkurentsku prednost na tržištu.
Abstract (english)
CMR represents a bussines system, strategy and philosophy which puts the consumer in the centre of all bussines activities. The goal of CMR is to fulfill consumer expectations, to offer quality products and services in order to win their loyalty. Successful implementation of CMR system brings many advantages, including statistical report of a greater quality as well as more accurate sales estimates. Moreover, it enables employees more active and better quality of performance to fullfil their obligations and duties, as they will be enabled to grasp the ultimate goals of this process. In this process, we will present the CRM as the key component in conducting a successful bussines on a retail level, with the particular emphasis on Konzum, one of the leading market chains in Croatia. We will analyze Konzum usage of CRM in order to create better understanding of their customers habits, enhancement of the quality of services as well as increase in loyalty of their consumers, resulting with better positioning among the competition on the market.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:150:515876
Study programmeTitle: Trade
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/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 on2024-09-19 08:01:48