Analiza primjene CRM sustava u radu mrežnog operatora

undergraduate thesis

• Title (english): Analysis of the Application of CRM Systems in a Network Operator
• Author: Marko Lovrić
• Mentor: Marko Periša (mentor)
• Committee member: Ivan Grgurević (predsjednik povjerenstva)
• Committee member: Petra Teskera (član povjerenstva)
• Committee member: Dragan Peraković (član povjerenstva)
• Granter: University of Zagreb; Faculty of Transport and Traffic Sciences; (Division of Transport); (Department of Information and Communications Traffic); Zagreb
• Defense date and country: 2024-07-02, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Traffic and Transport Technology; Postal and Telecommunications Traffic

Abstract

Cilj završnog rada je opisati elemente i ulogu informacijskog sustava te opisati funkcionalnosti CRM sustava. U ovom zadatku su prikazani osnovni elementi informacijskog sustava i njihove uloge, kao i funkcionalnosti CRM sustava. Informacijski sustavi se sastoje od hardverskih i softverskih komponenti te ljudi i procesa, a služe za prikupljanje, pohranu, obradu i distribuciju informacija radi podrške poslovnim procesima. CRM sustavi, kao podsustavi informacijskog sustava, obuhvaćaju operativni, analitički, kolaborativni i strateški CRM, pružajući tvrtkama alate za upravljanje odnosima s korisnicima, analizu podataka o korisnicima, suradnju i strategijsko planiranje.

Abstract (english)

The aim of the final task is to describe the elements and role of an information system and to outline the functionalities of CRM systems. This task presents the basic elements of an information system and their roles, as well as the functionalities of CRM systems. Information systems consist of hardware and software components, as well as people and processes, serving for the collection, storage, processing, and distribution of information to support business processes. CRM systems, as subsystems of information systems, encompass operational, analytical, collaborative, and strategic CRM, providing companies with tools for managing customer relationships, analyzing customer data, collaboration, and strategic planning.

• Keywords: informacijski sustav; elementi informacijskog sustava; uloga informacijskog sustava; CRM sustav; šifriranje podataka; aplikacijska rješenja
• Keywords (english): information system; elements of an information system; role of an information system; CRM system; data encryption; application solutions
• Language: croatian
• URN:NBN: urn:nbn:hr:119:517530
• Study programme: Title: Transport; specializations in: Road Transport, Rail Transport, Water Transport, Air Transport, Postal Transport, Information and Communication Traffic, Urban Transport; Course: Road Transport; Study programme type: university; Study level: undergraduate; Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) inženjer/inženjerka prometa)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-07-12 10:13:57