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master's thesis
Primjena CRM-a u Erste&Steiermarkische banci
Rijeka: University of Rijeka, Faculty of Economics and Business, 2022. urn:nbn:hr:192:382410
Glad, Tea
University of Rijeka
Faculty of Economics and Business

Institutional repository: Repository of the University of Rijeka, Faculty of Economics and Business

Cite this document

Glad, T. (2022). Primjena CRM-a u Erste&Steiermarkische banci (Master's thesis). Rijeka: University of Rijeka, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:192:382410

Glad, Tea. "Primjena CRM-a u Erste&Steiermarkische banci." Master's thesis, University of Rijeka, Faculty of Economics and Business, 2022. https://urn.nsk.hr/urn:nbn:hr:192:382410

Glad, Tea. "Primjena CRM-a u Erste&Steiermarkische banci." Master's thesis, University of Rijeka, Faculty of Economics and Business, 2022. https://urn.nsk.hr/urn:nbn:hr:192:382410

Glad, T. (2022). 'Primjena CRM-a u Erste&Steiermarkische banci', Master's thesis, University of Rijeka, Faculty of Economics and Business, accessed 22 December 2024, https://urn.nsk.hr/urn:nbn:hr:192:382410

Glad T. Primjena CRM-a u Erste&Steiermarkische banci [Master's thesis]. Rijeka: University of Rijeka, Faculty of Economics and Business; 2022 [cited 2024 December 22] Available at: https://urn.nsk.hr/urn:nbn:hr:192:382410

T. Glad, "Primjena CRM-a u Erste&Steiermarkische banci", Master's thesis, University of Rijeka, Faculty of Economics and Business, Rijeka, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:192:382410

Metadata
TitlePrimjena CRM-a u Erste&Steiermarkische banci
Title (english)Application of CRM in Erste&Steiermarkische Bank
AuthorTea Glad
MentorZvonko Čapko (mentor)
Committee memberZvonko Čapko (predsjednik povjerenstva)
Committee memberSlavomir Vukmirović (član povjerenstva)
Committee memberAna Babić (član povjerenstva)
GranterUniversity of Rijeka
Faculty of Economics and Business
Rijeka
Defense date and country2022-06-07, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Ovim diplomskim radom želio se staviti fokus na važnost implementacije CRM-a (Customer Relationship Management) odnosno upravljanja odnosima s kupcima u poduzeću. Uvjeti poslovanja su se znatno promijenili te se tržišna utakmica odvija mnogo brže i agresivnije nego dosad. Svaki klijent je bitan, a digitalizacija i informatizacija pred svako poduzeće stavlja izazov opstanka i borbe za svoje mjesto pod tržišnim nebom. Poglavlja koja su zastupljena u radu sistematski prikazuju CRM sa stručnog stajališta te njegov utjecaj i doprinos u praksi koristeći javno dostupne financijske podatke ErsteSteiermärkische bank d.d.. Jasno postavljene strategije poduzeća sam klijentom u sredini i zadovoljavanjem njegovih potreba ključ su uspjeha i dugovječnosti svakog poduzeća s praćenjem tržišnog kretanja i osluškivanjem potreba klijenata. Uvođenje takvog sustav nije nimalo jednostavno, te zahtijeva ogromne organizacijske preinake i financijske izdatke te odluku menadžmenta da je poduzeće spremno za takav korak s dugoročnim radom i brojnim preprekama koje će u konačnici poduzeće lansirati u njegovom poslovanju ili unazaditi.
Abstract (english)
Focus of these thesis is on the importance of the implementation of CRM (Customer Relationship Management) and customer relationship management in the company. Business conditions have changed significantly and market competition is much faster and more aggressive than before. Every customer is important, digitalization and informatization challenges every company to survive and fight for their place under the market sky. The chapters in the paper systematically present CRM from a professional point of view, it's impact and contribution in practice using publicly available financial data of ErsteSteiermärkische bank d.d..Company's strategies movement and listening to the needs of clients represents the key to success The introduction of such a system is not easy at all, requires huge organizational changes, financial costs and management's decision that the company is ready for such a step with long-term work and many obstacles that will ultimately launch the company in it's business or set it back.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:192:382410
Study programmeTitle: Business economics; specializations in: Finance, Entrepreneurship, Management, Finance and Accounting, Marketing, International Business, IT Business
Course: Entrepreneurship
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2022-06-09 11:01:20