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master's thesis
Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga
Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences, 2022. urn:nbn:hr:119:417804
Stanić, Goran
University of Zagreb
Faculty of Transport and Traffic Sciences
Division of Transport
Department of Information and Communications Traffic

Institutional repository: Faculty of Transport and Traffic Sciences

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Stanić, G. (2022). Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga (Master's thesis). Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences. Retrieved from https://urn.nsk.hr/urn:nbn:hr:119:417804

Stanić, Goran. "Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga." Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, 2022. https://urn.nsk.hr/urn:nbn:hr:119:417804

Stanić, Goran. "Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga." Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, 2022. https://urn.nsk.hr/urn:nbn:hr:119:417804

Stanić, G. (2022). 'Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga', Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, accessed 11 January 2025, https://urn.nsk.hr/urn:nbn:hr:119:417804

Stanić G. Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga [Master's thesis]. Zagreb: University of Zagreb, Faculty of Transport and Traffic Sciences; 2022 [cited 2025 January 11] Available at: https://urn.nsk.hr/urn:nbn:hr:119:417804

G. Stanić, "Korisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga", Master's thesis, University of Zagreb, Faculty of Transport and Traffic Sciences, Zagreb, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:119:417804

Metadata
TitleKorisničko iskustvo upotrebe sustava CRM za podršku direktnoj prodaji telekomunikacijskih usluga
Title (english)User Experience of the Use of CRM Systems to Support Direct Selling Telecommunication Services
AuthorGoran Stanić
MentorDragan Peraković (mentor)
Committee memberSiniša Husnjak (predsjednik povjerenstva)
Committee memberIvan Grgurević (član povjerenstva)
Committee memberMarko Periša (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Transport and Traffic Sciences
(Division of Transport)
(Department of Information and Communications Traffic)
Zagreb
Defense date and country2022-09-06, Croatia
Scientific / art field,
discipline and subdiscipline		TECHNICAL SCIENCES
Traffic and Transport Technology
Postal and Telecommunications Traffic
Abstract
Tvrtke koje prodaju telekomunikacijske usluge u turbulentnim i suvremenim načinima poslovanja sve više koriste diferentne strategije marketinških odnosa kako bi poboljšali, izgradili i održali odnose s klijentima. Predmet diplomskog rada je istražiti korisničko iskustvo upotrebe sustava za odnose s klijentima (Customer Relationship Management - CRM) za podršku direktnoj prodaji telekomunikacijskih usluga. Upravljanje odnosima s klijentima predstavlja značajnu komponentu poslovanja tvrtke Sales power d.o.o. Posebna pažnja posvećena je tehnologijama i naprednim pristupima u upravljanju odnosa s klijentima. Kroz anketno istraživanje je ispitano iskustvo korisnika tvrtke koje je rezultiralo generalno pozitivnim stavovima klijenata o primjeni CRM sustava u tvrtki Sales power d.o.o. Rezultati istraživanja stavova zaposlenika i klijenata potvrdili su polazne hipoteze u diplomskom radu. Potvrđena je pretpostavka da izgradnja povjerenja kod klijenata uvođenjem koncepta CRM sustava u poslovanje organizacija za podršku direktnoj prodaji dovodi do povećanja njihove lojalnosti. Značaj rada se ogleda u detektiranju ključnih pretpostavki primjene CRM sustava u poslovnom okruženju kod poboljšanja marketinških performansi tvrtki za prodaju telekomunikacijskih usluga.
Abstract (english)
Companies that sell telecommunication services in turbulent and modern ways of doing business increasingly use different marketing relationship strategies to improve, build and maintain customer relations. The subject is to explore the user experience of using the Customer Relationship Management, or CRM, system to support direct sales of telecommunication services. Customer Relationship Management is a significant component of Sales power d.o.o model of business. Special attention is devoted to technologies and advanced customer relationship management approaches. A survey of the company's user experience was conducted that resulted in generally positive attitudes of clients on the application of CRM systems to Sales power d.o.o. services. The results of the research of employees attitudes confirmed the initial hypotheses in graduate work. The assumption was that confidence building clients by introducing the concept of CRM into business organizations to support direct sales of telecommunication services has increased their loyalty. The significance of the work is reflected in detecting the key assumptions of applying the CRM system to the internet business environment in improving the marketing performance of telecommunication service companies.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:119:417804
Study programmeTitle: Traffic and Transport; specializations in: Road Traffic and Transport, Railway Traffic and Transport, Water Traffic and Transport, Air Traffic and Transport, Postal Traffic, Information and Communication Traffic, Urban Traffic and Transport
Course: Road Traffic and Transport
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra inženjer/inženjerka prometa (magistar/magistra inženjer/inženjerka prometa)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2022-09-21 09:27:06