Aplikacija za automatizaciju CRM kampanja

master's thesis

• Title (english): Application for automation of CRM campaigns
• Author: Marija Špendić
• Mentor: Krešimir Fertalj (mentor)
• Committee member: Krešimir Fertalj (predsjednik povjerenstva)
• Committee member: Nikica Hlupić (član povjerenstva)
• Committee member: Boris Milašinović (član povjerenstva)
• Granter: University of Zagreb; Faculty of Electrical Engineering and Computing; Zagreb
• Defense date and country: 2017-07-12, Croatia
• Scientific / art field, discipline and subdiscipline: TECHNICAL SCIENCES; Computing

Abstract

Ovaj rad obuhvaća teorijsku podlogu o CRM-u te jednom njegovom modulu, CRM kampanjama.
CRM je poslovna strategija tvrtke, osmišljena da bi se smanjili troškovi i povećala profitabilnost organizacije i zadovoljstvo klijenta. Njegov modul CRM kampanje služi kako bi se ponudom opcija zadržali stari klijenti i privukli novi, te kako bi se promovirala nova opcija koju organizacija nudi.
Razvijeno rješenje obuhvaća proces nastanka kampanje koje se sastoji od početnog kreiranja kampanje, dodavanja kanala komunikacije te vremenskog izvođenja svakog od kanala, pokretanja kampanje do njenog završetka. Po završetku kampanje, a i tijekom njenog izvođenja, moguće je pratiti kretanje klijenata kroz kampanju te njihovu statistiku.

Abstract (english)

This paper work covers the theoretical background of CRM and its one module, CRM campaigns.
CRM is a company's business strategy, designed to reduce costs and maximize organizational profitability and customer satisfaction. Its CRM campaign module serves to maintain the old customers and attract new ones by offering its options and to promote new options that the organization offers.
The developed solution includes the process of creating campaigns that consists of starting the campaign itself, adding the communication channels with timing and launching the campaign to its end. After the campaign is completed, and during its performance, it is possible to keep track of customer movements across the campaign and their statistics.

• Keywords: CRM; CRM kampanje; automatizacija CRM kampanja; kanali komunikacije CRM kampanje; zadovoljstvo klijenta
• Keywords (english): CRM; CRM Campaigns; CRM Campaign Automation; CRM Campaign Communication Channels; Customer Satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:168:636311
• Study programme: Title: Computing; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra inženjer/inženjerka računarstva (magistar/magistra inženjer/inženjerka računarstva)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Closed access
• Created on: 2019-03-14 01:23:24