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undergraduate thesis
CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama
Stručni završni rad
2023. urn:nbn:hr:129:357226
Trogrlić, Iva
The University of Applied Sciences Baltazar Zaprešić
Chair of Information and Communication Sciences

Cite this document

Trogrlić, I. (2023). CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad (Undergraduate thesis). Zaprešić: The University of Applied Sciences Baltazar Zaprešić. Retrieved from https://urn.nsk.hr/urn:nbn:hr:129:357226

Trogrlić, Iva. "CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad." Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, 2023. https://urn.nsk.hr/urn:nbn:hr:129:357226

Trogrlić, Iva. "CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad." Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, 2023. https://urn.nsk.hr/urn:nbn:hr:129:357226

Trogrlić, I. (2023). 'CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad', Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, accessed 19 April 2024, https://urn.nsk.hr/urn:nbn:hr:129:357226

Trogrlić I. CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad [Undergraduate thesis]. Zaprešić: The University of Applied Sciences Baltazar Zaprešić; 2023 [cited 2024 April 19] Available at: https://urn.nsk.hr/urn:nbn:hr:129:357226

I. Trogrlić, "CRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad", Undergraduate thesis, The University of Applied Sciences Baltazar Zaprešić, Zaprešić, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:129:357226

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Metadata
TitleCRM (Customer relationship management) i poslovna inteligencija u telekomunikacijama : Stručni završni rad
Title (english)CRM (Customer relationship management) and business intelligence in telecommunications
AuthorIva Trogrlić
MentorKrešimir Jurina (mentor)
Committee memberVladimir Šimović (predsjednik povjerenstva)
GranterThe University of Applied Sciences Baltazar Zaprešić
(Chair of Information and Communication Sciences )
Zaprešić
Defense date and country2023-01-18, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Information Systems and Information Science
Abstract
Tvrtke koje se bave prodajom telekomunikacijskih usluga djeluju na iznimno dinamičnom tržištu te svoje djelovanje i marketinške aktivnosti moraju prilagoditi zahtjevima suvremenog načina života i poslovanja kako bi zadržali i dodatno unaprijedili svoju tržišnu poziciju. Kako bi zadržali postojeće, i privukli nove korisnike usluga, telekomunikacijske tvrtke koriste se metodama poslovne inteligencije i uporabom sustava za upravljanje odnosa sa klijentima (Customer Relationship Management – CRM). Ovaj rad daje pregled zašto i na koji način se poslovna inteligencija i CRM koriste u telekomunikacijama te kako utječu na korisničko iskustvo. Cilj rada je utvrditi doprinose u aspektu povećanja lojalnosti korisnika, tržišnog udjela kao i smanjenja rizika ali i troškova poslovanja. U radu je pokazano da pravilnom primjenom ovih alata dolazi do izgradnje povjerenja u odnosu sa korisnicima što dovodi do veće profitabilnosti i boljeg pozicioniranja na tržištu. Potvrđena je pretpostavka kako implementacija koncepta poslovne inteligencije i CRM sustava ima puno više prednosti za poduzeće u telekomunikacijskoj industriji nego nedostataka.
Abstract (english)
Telecommunication companies operate in an extremely dynamic market, so they have to adapt their operations and marketing activities to the requirements of modern lifestyles and business management in order to maintain and further improve their market position. In order to retain existing and attract new service users, telecommunications companies use business intelligence methods and customer relationship management (CRM) systems. This paper provides an overview of why and how business intelligence and CRM are used in telecommunications and how they affect the user experience. The aim of the work is to determine contributions in terms of increasing user loyalty, market share, as well as reducing risks and business costs. It is shown in the paper that the proper application of these tools leads to the building of trust in the relationship with users, which leads to higher profitability and better positioning on the market.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:129:357226
Study programmeTitle: Information Technologies - Undergraduate Professional Study
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) informacijskih tehnologija (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) informacijskih tehnologija)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2023-05-26 13:35:52