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professional thesis
Model upravljanja odnosima s potrošačima u neformalnom obrazovanju
Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, 2019. urn:nbn:hr:145:048018
Herceg, Mirko
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek

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Herceg, M. (2019). Model upravljanja odnosima s potrošačima u neformalnom obrazovanju (Professional thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:048018

Herceg, Mirko. "Model upravljanja odnosima s potrošačima u neformalnom obrazovanju." Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:048018

Herceg, Mirko. "Model upravljanja odnosima s potrošačima u neformalnom obrazovanju." Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:048018

Herceg, M. (2019). 'Model upravljanja odnosima s potrošačima u neformalnom obrazovanju', Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 23 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:048018

Herceg M. Model upravljanja odnosima s potrošačima u neformalnom obrazovanju [Professional thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2019 [cited 2024 November 23] Available at: https://urn.nsk.hr/urn:nbn:hr:145:048018

M. Herceg, "Model upravljanja odnosima s potrošačima u neformalnom obrazovanju", Professional thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:145:048018

Metadata
TitleModel upravljanja odnosima s potrošačima u neformalnom obrazovanju
Title (english)Customer relationship management model in non-formal education
AuthorMirko Herceg
MentorBranimir Dukić (mentor)
Committee memberDrago Ružić (predsjednik povjerenstva)
Committee memberBranimir Dukić (član povjerenstva)
Committee memberIvan Kelić (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Osijek
Defense date and country2019-04-05, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Neformalno obrazovanje obuhvaća široko područje ponude programa raznih oblika usvajanja stručnih znanja i vještina. Potražnja za neformalnim obrazovanjem sve je veća u modernom svijetu jer samo obrazovanje i širenje domene znanja omogućava pojedincu postizanje konkurentske prednosti na tržištu rada u svijetu koji se s pravom naziva društvom znanja. No, svaki proces, pa tako i neformalno obrazovanje, zahtijeva sustavan pristup ako se taj proces želi učiniti učinkovitim i kvalitetnim. Da bi se to postiglo potrebno je imati razvijen sustav učinkovitog upravljanja. Jedna je od bitnih komponenti uspješnog i učinkovitog upravljanja, efikasno zadovoljavanje potreba potrošača. Prema tome, da bi neformalno obrazovanje bilo učinkovito i društveno korisno potrebno je da organizacije neformalnog obrazovanja uspješno uspostavljaju i razvijaju odnose s vlastitim potrošačima. Uspješno uspostavljanje i razvijanje odnosa s potrošačima, odnosno uspješno upravljanje odnosima s potrošačima podrazumijeva pronalaženje učinkovitog modela upravljanja odnosima s potrošačima, a to je upravo u fokusu koncepta koji nosi oznaku CRM (Costumer relationship management). CRM može biti i strategija i proces, ali i programsko rješenja. Za potrebe rada provedeno je istraživanje kojim se ispitivalo zadovoljstvo polaznika neformalnog obrazovanja te preferencije potrošača neformalnog obrazovanja. Rezultati istraživanja, osim što su doveli do novih spoznaja, otvorili su i niz novih istraživačkih pitanja. Jedno od pitanja je definiranje hodograma za provođenje preeliminatornih istraživanja. Nadalje, postavlja se pitanje kako načiniti optimalan reinženjiering poslovnih procesa temeljem preeliminatornih istraživanja.
Abstract (english)
Non-formal education encompasses a wide range of programmes that provide various forms of obtaining sets of expert knowledge and skills. In the modern education system, the demand for non-formal education grows because in today’s global society of knowledge expanding one’s education and range of knowledge provides competitive advantages in the labour market. However, every process, including non-formal education, demands a systematic approach if the process is to be made efficient and of quality. In order to achieve this, a developed system of organised management is required. One of the main components of efficient and effective management is satisfying the customers’ needs. In order to make nonformal education efficient and socially beneficial, its providers need to be successful at forming and developing relationships with their customers. Successfully establishing and developing relationships with customers implies establishing an organized model of managing customer relationships, which is the focus of the Customer Relationship Management (CRM) concept. CRM can entail a strategy, a process, or a software solution. For the purpose of this thesis paper, a survey of non-formal education users’ satisfaction and preferences in regards to non-formal education programs was conducted. The survey resulted in new levels of comprehension regarding non-formal education, but also gave rise to new questions and research areas. One of those questions deals with defining work charts for conducting preliminary research, and optimally redesigning business processes based on preliminary research results.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:048018
Study programmeTitle: Postgraduate Specialist Study Marketing Special areas
Study programme type: university
Study level: postgraduate specialist
Academic / professional title: sveučilišni/a specijalist/specijalistica marketinga posebnih područja (sveučilišni/a specijalist/specijalistica marketinga posebnih područja)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
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Created on2019-05-13 11:37:59