prikaz prve stranice dokumenta Marketing odnosa u malim i srednjim poduzećima u turizmu
Access restricted to students and staff of home institution
master's thesis
Marketing odnosa u malim i srednjim poduzećima u turizmu
Zagreb: University of Zagreb, Faculty of Economics and Business, 2020. urn:nbn:hr:148:646426
Matanović, Franka
University of Zagreb
Faculty of Economics and Business

Institutional repository: REPEFZG

Cite this document

Matanović, F. (2020). Marketing odnosa u malim i srednjim poduzećima u turizmu (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:646426

Matanović, Franka. "Marketing odnosa u malim i srednjim poduzećima u turizmu." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:646426

Matanović, Franka. "Marketing odnosa u malim i srednjim poduzećima u turizmu." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:646426

Matanović, F. (2020). 'Marketing odnosa u malim i srednjim poduzećima u turizmu', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 27 November 2024, https://urn.nsk.hr/urn:nbn:hr:148:646426

Matanović F. Marketing odnosa u malim i srednjim poduzećima u turizmu [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2020 [cited 2024 November 27] Available at: https://urn.nsk.hr/urn:nbn:hr:148:646426

F. Matanović, "Marketing odnosa u malim i srednjim poduzećima u turizmu", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:148:646426

Metadata
TitleMarketing odnosa u malim i srednjim poduzećima u turizmu
AuthorFranka Matanović
MentorMirko Palić (mentor)
Committee memberMarko Kolaković (predsjednik povjerenstva)
Committee memberMladen Turuk (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
Zagreb
Defense date and country2020-09-23, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Economics of Entrepreneurship
Abstract
Marketing odnosa je posljedica sve veće zainteresiranosti poslovnog subjekta za ostvarivanje interaktivnih odnosa s točno definiranim postojećim i potencijalnim potrošačima. Sve više poslovnih subjekata fokusirano je na potrošača kao individuu te oblikuju odvojene ponude, usluge i poruke za individualne potrošače, temeljene na informacijama o prošlim transakcijama, demografskim obilježjima, medijskim i distribucijskim preferencijama. Upravljanje odnosima s klijentima iznimno je bitan dio poslovanja svake organizacije, bez obzira na veličinu, pa tako i za Irundo d.o.o.. Mišljenje kupca je najvažnije te se teško može zamisliti uspješnu organizaciju koja ne može na pravi način zadovoljiti svoje klijente. Upravljanje odnosom s kupcima ili korisnicima jedna je od strategija koje se primjenjuju kako bi se povećala lojalnost postojećih kupaca kroz zadovoljenje njihovih potreba. U tu svrhu se putem sofisticiranih tehnoloških rješenja objedinjuju svi podatci o kupcima na jednom mjestu, te se na temelju tih podataka rade analize s ciljem boljeg zadovoljenja potreba kupaca. Neosporno je da kroz uspješnu implementaciju CRM-a poduzeća stvaraju osnovne pretpostavke uspješnog poslovanja i stvaraju osnovu za unapređenje kvalitete a time i ukupnog poslovanja. U poduzeću Irundo d.o.o. upravljanje odnosima s klijentima predstavlja njegovanje međusobne komunikacije i interakcije s kupcima. Također, uključuje i organiziranje, automatiziranje i usklađivanje svih poslovnih procesa u poduzeću, a posebno svih prodajnih aktivnosti. Za poduzeće Irundo d.o.o. održavanje dobrog odnosa s kupcima prije svega zahtjeva dobro razvijenu emocionalnu inteligenciju, empatiju i vještinu komuniciranja u kriznim situacijama.
Abstract (english)
Relationship marketing is a consequence of the growing interest of the business entity to achieve interactive relationships with precisely defined existing and potential consumers. More and more businesses are focused on the consumer as an individual and design separate offers, services and messages for individual consumers, based on information about past transactions, demographics, media and distribution preferences. Customer relationship management is an extremely important part of every company's business, regardless of size, including Irundo d.o.o. Customer opinion is the most important and it is difficult to imagine a successful company that cannot satisfy its customers in the right way. Customer or customer relationship management is one of the strategies applied to increase the loyalty of existing customers by meeting their needs. For this purpose, through sophisticated technological solutions, all customer data is combined in one place, and based on this data, analyzes are performed in order to better meet customer needs. It is evident that through the successful implementation of CRM companies create the basic prerequisites for successful business and create a basis for improving the quality and thus the overall business. In the company Irundo d.o.o. customer relationship management is about nurturing customer interaction. It also includes organizing, automating and coordinating all business processes in the company, and especially all sales activities. For Irundo d.o.o. maintaining a good relationship with customers primarily requires well-developed emotional intelligence, empathy and communication skills in crisis situations.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:646426
Study programmeTitle: Economics of Entrepreneurship
Study programme type: professional
Study level: specialist graduate
Academic / professional title: stručni specijalist/specijalistica poduzetništva (stručni specijalist/specijalistica poduzetništva)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2020-09-23 21:01:11