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master's thesis
Konkurentska prednost temeljena na CRM-u
Zadar: University of Zadar, 2016. urn:nbn:hr:162:841727
Šalov, Iva
University of Zadar
Department of Economics

Institutional repository: University of Zadar Institutional Repository

Cite this document

Šalov, I. (2016). Konkurentska prednost temeljena na CRM-u (Master's thesis). Zadar: University of Zadar. Retrieved from https://urn.nsk.hr/urn:nbn:hr:162:841727

Šalov, Iva. "Konkurentska prednost temeljena na CRM-u." Master's thesis, University of Zadar, 2016. https://urn.nsk.hr/urn:nbn:hr:162:841727

Šalov, Iva. "Konkurentska prednost temeljena na CRM-u." Master's thesis, University of Zadar, 2016. https://urn.nsk.hr/urn:nbn:hr:162:841727

Šalov, I. (2016). 'Konkurentska prednost temeljena na CRM-u', Master's thesis, University of Zadar, accessed 31 December 2024, https://urn.nsk.hr/urn:nbn:hr:162:841727

Šalov I. Konkurentska prednost temeljena na CRM-u [Master's thesis]. Zadar: University of Zadar; 2016 [cited 2024 December 31] Available at: https://urn.nsk.hr/urn:nbn:hr:162:841727

I. Šalov, "Konkurentska prednost temeljena na CRM-u", Master's thesis, University of Zadar, Zadar, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:162:841727

Metadata
TitleKonkurentska prednost temeljena na CRM-u
Title (english)Competitive Advantage based on CRM
AuthorIva Šalov
MentorAleksandra Krajnović (mentor)
MentorAnte Panjkota (komentor)
Committee memberStipe Belak (predsjednik povjerenstva)
Committee memberAnte Panjkota (član povjerenstva)
Committee memberMladen Rajko (član povjerenstva)
Committee memberAleksandra Krajnović (član povjerenstva)
GranterUniversity of Zadar
(Department of Economics)
Zadar
Defense date and country2016-11-30, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Zbog suvremenog poslovnog okruženja kojega karakteriziraju stalne promjene, velika konkurencija između tvrtki te visoka mogućnost informiranja nužno je staviti fokus poslovanja na zadovoljstvo klijenata i upravljati odnosima s klijentima (engl. Customer Relationship Management, CRM). Ostvarenje konkurentske prednosti zahtijeva znanje o klijentima na temelju kojega se grade odnosi, a upravo je razvoj informacijskih tehnologija i interneta omogućio efikasnije prikupljanje i obradu velike količine podataka o klijentima. Na taj način uvelike je olakšano fokusiranje na klijente i njihove potrebe koji u današnjem poslovanju utječu na organizacijski uspjeh. Temeljni cilj ovog rada je ukazati na važnost CRM poslovne strategije i pripadajuće informacijske tehnologije na osnovu kojih suvremene organizacije mogu ostvariti konkurentsku prednost na tržištu.
Abstract (english)
Due to a modern business environment which is characterized by constant changes, high level of competitiveness between firms and high possibility of informing it is necessary to put business focus on customer’s satisfaction and Customer Relationship Management. Achieving competitive advantage requires customer knowledge based on relationship management. By development of information technology and Internet there are provided more efficient ways of collection and processes of high capacity customers' data. Because of that, focus on customers and their needs were simplified which impacted the organizational success on modern business. The main focus of this research is to indicate the importance of CRM business strategy and related information technology based on which modern organization may achieve competitive advantage in the market.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:162:841727
Study programmeTitle: Management
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 on2016-12-20 07:49:25