Tradicionalni CRM SAP i SCRM Facebook društvene mreže-komparacija

8/19/2019 Tradicionalni CRM SAP i SCRM Facebook društvene mreže-komparacija

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UNIVERZITET U BANJA LUCIEKONOMSKI FAKULTET

POSTDIPLOMSKI STUDIJI

PRISTUPNI RADiz predmeta:

ELEKTRONSKO POSLOVANJE Tema:

TRADICIONALNI SAP CRM I SCRM DRUTVENE MRE!E FACEBOOKU MARKETINKIM AKTIVNNOSTIMA

KANDIDAT: MENTOR:

Ni"#$i%a V&'a%#(i) pr#*+ dr Ve,%a A$e",i)Mari)BROJ INDEKSA:-./011.

Ba%'a L&"a2 *e3r&ar 01-4+


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Pristupni rad-Elektronsko poslovanjeNikolina Vujanović

SADRŽAJ

- UVOD++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++5

0 UPRAVLJANJE ODNOSIMA SA POTROA6IMA++++++++++++++++++++++++++++++++++++++++++++++7

0+- P#'am i de8%i,a%'e CRM9a+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++70+-+- I%tera;i'a CRM & mar"eti% Imp$eme%ta;i'a CRM ,#*t?era+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++4

0+4 Tr@i


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1 UVODMa,#(%# tr@i


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3azira & %'i#(#' "#mpa%i'e te da $i ,e radi # tradi;i#%a$%#m CRM9& i$i%'e#(#'2 ,a(reme%im &,$#(ima pri$a#e%#'2 (ari'a;i'i SCRM9#m+

7TRADICIONALNI SAP CR I SCR DR!"TVENE RE#E $ACE%OO&

! AR&ETIN"&I A&TIVNNOSTIA


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2 UPRAVLJANJE ODNOSIMA SA POTROŠAČIMA

2.1 Pojam i defnianje !RM"aP#'am &pra($'a%'a #d%#,ima , p#tr#


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pri($a=e%'e %#(i "$i'e%ata2 ma%'i #perati(%i tr#


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p#p&,tima2 ra,pr#da'ama2 a";i'ama2 rad%#m (reme%& i$i2 re;im#2 # &@(ama& tr@%#m ;e%tr&+ Sa(reme%e i%*#rma;i#%e te%#$#i'e #m#&)a(a'& da ,e i(e$i"i ,i,temi p&tem CRM9a


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2. Im(emen%a0ija !RM o+%3e#aImp$eme%ta;i'a CRM ,i,tema iz&zet%# 'e zat'e(%a te 'e p#tre3a% a%a@ma%%a ,(im %i(#ima p#d&ze)a+ Vr$# (e$i"i pr#3$em pred,ta($'a i%tera;i'a CRM,i,tema , p#,t#'e)im IT ,i,temima & "#mpa%i'i+ Vr$# 'e (a@%# zapamtiti da 'eCRM ,tratei'a2 a %e ,am# ,#*t(er+ M%#i t# za3#ra($'a'& te mi,$e da )e

"&p#(i%#m CRM ,#*t(era za(r


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"#ri,te I%ter%et za pred,ta($'a%'e i pr#da'& ,(#'i pr#iz(#da2 #d$&=i$i ,& dap#3#$'


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* SAP PROI6VODI

*.1 Ra7,oj $om(anije SAP i njeni8 (#oi7,odaSAP ,& #,%#(a$i -.0+ #di%e pet#ri;a %e"ada1 &"&p%i pri#da+N'e#(e &,$&e & t# (ri'eme p#=i%'& da "#ri,te Se$$ Oi$2 K#da" i Pr#;t#ram3$e+ -+ #di%e "#mpa%i'a ,e p#'a($'&'e i %a N'&'#r


11/27


za,%#(a%i %a e3&+ J#< 'eda% 3ita% i%*#rmati="i "#%;ept "#'i 'e SAP &,(#'i#3i$a 'e ap,tra";i'a+ Ap,tra";i'a 'e met#da pri"ri(a%'a "#mp$e",%#,ti %i@i,$#'e(a #dree%# pr#3$ema2 da 3i ,e $a"


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SAP %usiness All-in-One Pa.ka1es 9 #(a' pa"et %&di pre"#%8&ri,a%a re'


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Pri p $ a % i r a % ' & m a r " e t i % a SAP CRM "a# i%teri,a%# r'e


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%e#p#d%i mar"eti%


15/27


9De


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Iz(r


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DRUŠTVENA MREŽA /A!E:OO; ;AO !RM SISTEM" SO!IAL!RM

.1 Pojam i defnianje So0ia !RM"a

I%te%zi(%im raz(#'em i%*#rma;i#%i te%#$#i'a i %'i#(im &(#e%'em &#t#(# ,(e ,*ere @i(#ta2 a p#,e3%# p#,$#(a%'a2 m%#i tradi;i#%a$%ie"#%#m,"i p#'m#(i ,& d#3i$i ,(#' #3$i" 3azira% %a i%tere%t&+ O,im zap#,$#(%e pr#;e,e i%ter%et2 "a#


18/27

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RUTVENI CRM9SCRM

K#mpa%i'a P#tr#( ra


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K#mpa%i'e de8%i


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O%#


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Ka# i "#d tradi;i#%a$%# CRM9a2 i %a Fa;e3##"& pr(a *aza & "reira%'&"ampa%'e 'e a%a$iza =$a%#(a *&% ,tra%i;e i t# %a #,%#(& (i


22/27


Da"$e2 #t#(# da %e p#,t#'i p#data" "#'i "#ri,%i;iFa;e3##"a #,ta($'a'& # ,e3i %a #(#' mre@i2 a da ,e %e&zima & #3zir pri$i"#m "reira%'a i #da( Prika, i,vje/taja o ostvareni0 interak.ija0a na $un Pa1e-u ko0panije kao i prireali,a.iji pojedini3 0arketin/ki3 ka0panje na $un Pa1e $a.e+ook

Iz(#r: ttp,://???+*a;e3##"+;#m/Fami$Ce%tarBi/

Slika 6?(Pri0jer i,vje/taja o re,ultati0a 0arketin/ke ka0panje reali,ovane na $un Pa1e

$a.e+ook-a do+ijen ko0+invanje0 i,vje/taja sa $a.e+ooka i ipodataka koji se na ovoj

https://www.facebook.com/FamilyCentarBiH/https://www.facebook.com/FamilyCentarBiH/


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Te" da$'#m a%a$iz#m i p#ree%'em ,a p#da;ima "#'i ,e m#ra'& p#tra@iti iz(a%Fa;e3##"a m#&)e 'e deta$'%i'e a%a$izirati e*e"te a";i'e %a p#,$#(%e pr#;e,e2#d%#,%# %pr+ %a p#(e)a%'e pr#da'e #dree%e r#3e+




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IDENTI/I;OVANJE PRO:LEMA IMPLEMENTA!IJE !RM"A.

Ia"# CRM %i'e (i


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9 %a $'&d,"#m *a"t#r&+ Upra(# ,t#a CRM i %i'e pr(e%,t(e%# ,#*t(er,"#r'e


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4 6A;LJUČA;




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> LITERATURA I I6VORI

-+ ttp,://e$p+,ap+;#m

0+ ???+&r&+;#m5+ i"i+,;%+;#m/?i"i/di,p$a/CRM
https://help.sap.com/http://www.guru99.com/https://help.sap.com/http://www.guru99.com/

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Tradicionalni CRM SAP i SCRM Facebook društvene mreže-komparacija