undergraduate thesis
Web based customer relationship management system Salesforce

Mateo Huzejrović (2017)
University North
University centre Varaždin
Department of Multimedia, Design and Application
Metadata
TitleWeb sustav upravljanja odnosima s kupcima tvrtke Salesforce
AuthorMateo Huzejrović
Mentor(s)Vladimir Stanisavljević (thesis advisor)
Abstract
U ovom završnom radu iznesene su činjenice vezane za sustave za upravljanje odnosa s kupcima, odnosno CRM, te načini na koje takvi sustavi utječu na poslovni, proizvodni i marketinški process unutar jedne tvrtke, istovremeno navodeći temeljne funkcije CRM-a, kako oni utječu i na koji način se može unaprijediti organizacija unutar jedne tvrtke. Na primjeru tvrtke Salesforce i njihove CRM web platforme, objašnjava se postupak unosa podataka, praćenja tokova aktivnih marketinških kampanja te detaljno korištenje alata dostupnih unutar navedene platforme. Također, izvršena je usporedba Salesforce CRM platforme sa ostalim većim tvrtkama i njihovim CRM rješenjima s naglaskom na tvrtke Microsoft, Oracle i SAP AG, te komparacija sa Sugar CRM platformom koja je korištena za potrebe predmeta na Sveučilištu Sjever, uz njihove prednosti i nedostatke, kroz usporedbu prikaza praćenja marketinških procesa između Salesforce i Sugar CRM platformi, kratku povijest razvoja CRM sustava, njihovoj vezi sa ERP sustavima te dostupnost i popularnost ostalih CRM sustava trenutno dostupnih na tržištu.
KeywordsSalesforce CRM Microsoft Sugar ERP marketing processes
Parallel title (English)Web based customer relationship management system Salesforce
Committee MembersDavor Levanić (committee chairperson)
Andrija Bernik (committee member)
Vladimir Stanisavljević (committee member)
GranterUniversity North
Lower level organizational unitsUniversity centre Varaždin
Department of Multimedia, Design and Application
PlaceKoprivnica
StateCroatia
Scientific field, discipline, subdisciplineTECHNICAL SCIENCES
Basic Technical Sciences
Automatics
Study programme typeprofessional
Study levelundergraduate
Study programmeGraphical Studies: Multimedia, Design and Application
Academic title abbreviationbacc. ing. techn. graph.
Genreundergraduate thesis
Language Croatian
Defense date2017-03-23
Parallel abstract (English)
In this final thesis I will present the facts related to customer relationship management systems, or CRM, and the ways in which these systems affect business, manufacturing and marketing processes within a company, while at the same time naming the basic functions of a CRM system and in what way can they improve the organization structure within a company. Using the example of the company and their Salesforce CRM Web platform, I will explain the processes of data entry, monitoring active marketing campaigns and detailed use of the tools available within the specified platforms. Likewise, there will be a comparison of the Salesforce CRM platform with other major companies and their CRM solutions with an emphasis on Microsoft, Oracle and SAP AG, as well as a comparison with the Sugar CRM platform that was used for the purposes of the subject at the North University along with their advantages and disadvantages through comparison display monitoring marketing processes between Salesforce and Sugar CRM platform, a brief history of the development of CRM systems, their relationship with the ERP systems and the availability and popularity of other CRM systems currently available on the market.
Parallel keywords (Croatian)Salesforce CRM Microsoft Sugar ERP marketinški procesi
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:122:549982
CommitterJasna Kosić