Predmet:
Course Title:
OPIS PREDMETA / COURSE SYLLABUS 2014/2015
E-REŠITVE ZA MANAGEMENT ODNOSOV S STRANKAMI
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) E-SOLUTIONS
Študijski program
Study programme
UNI-Ekonomske in poslovne vede
UNI-Economic and business sciences
Študijska smer
Study field
EP
Ostale usmeritve
Letnik
Year
Semester
Semester
3.
5.
Obvezni/Izbirni
Vrsta predmeta/Course type:
Univerzitetna koda predmeta / University subject code:
Predavanja
Lectures
30
Seminar
Seminar
Nosilec predmeta / Lecturer:
Jeziki: S
Languages: S
Sem. vaje
Tutorial
Lab. vaje
Labor work
30
Teren. vaje
Field work
Samost. delo
Individ. work
120
ECTS
6
Doc. dr. Simona Sternad Zabukovšek
Predavanja / Lecture: Doc. dr. Simona Sternad Zabukovšek
Vaje / Tutorial:
Pogoji za vključitev v delo oz. za opravljanje
študijskih obveznosti:
Prerequisits:
Vsebina:
Predmet tvorijo naslednje teme:
Uvod v rešitve za upravljanje odnosov s strankami
(CRM)
Pred in po prodajni procesi v CRM rešitvah
Globalni ponudniki (SAP, Microsoft, Salesforce …) in
domači ponudniki rešitev CRM
Rešitve CRM za različne velikosti podjetja in branţe
Izbira rešitve CRM
Uvajanje rešitve CRM
Uporaba in vzdrţevanje rešitev CRM
Študije primerov izbire, uvedbe in uporabe rešitev CRM
v praksi
Povezava rešitev CRM z drugimi poslovnimi
informacijskimi rešitvami (ERP, SCM, HRM …)
Rešitvi: CRM modul v SAP ERP in Microsoft Dynamics
CRM
Trendi na področju rešitev CRM (rešitev CRM kot
storitev, socialni CRM itd.)
Content (Syllabus outline):
Course consists of following topics:
Introduction to CRM solutions
Business processes in CRM solutions
Global and local vendors of CRM solutions
CRM solutions for different size of company and industries
Selection of CRM solutions
Implementation of CRM solutions
Use and maintainance of CRM solutions
CRM implementation cases in p
Integration of CRM solutions with other information solutions
(ERP, SCM, HRM …)
CRM modul in SAP ERP solution
Microsoft Dynamics CRM
Trends on area of CRM solutions (SaaS CRM, social CRM
…)
One of the CRM solutions (Microsoft Dynamics CRM) will
be presented in more details and students will practical work
with it at computer lab.
V okviru predmeta bo podrobneje predstavljena ena
izmed rešitev CRM (Microsoft Dynamics CRM), s
katero bodo študentje praktično delal.
Temeljni študijski viri / Textbooks:
Sternad Simona, Bobek Samo: E-rešitve za upravljanje odnosov s strankami – Microsoft Dynamics CRM – zapiski
predavanj, EPF
Kostojohn Scott, Johnson Mathew, Paulen Brian: CRM Fundamentals, Apress, 2011
Finnegan David, Willcocks Leslie P.: Implementing CRM: From Technology to Knowledge, John Wiley Series in
Infomation Systems, 2007
Cilji in kompetence:
Študenti pri tem predmetu:
1. Utrdijo in nadgradijo teoretično znanje na
področju rešitev za upravljanje odnosov s
strankami
2. Se usposobijo uporabljati teoretično znanje
na konkretnih primerih uvajanja rešitev za
upravljanje odnosov s strankami
3. Osvojijo pristope izbire in uvajanja rešitev za
upravljanje odnosov s strankami
4. Usvojijo nadgradnjo osnovnih teoretičnih
spoznanj na področju informacijskih sistemov
Objectives and competences:
In thiscourse students:
1. Enhance their theoretical knowledge in the field
of customer relationship management solutios
and are able to apply it.
2. Gain the ability to apply their theoretical
knowledge in practice in the customer
relationship management solutions field.
3. Acquire approaches to select and implement
customer relationship management solutions
4. Acquire advanced knowledge of basic theoretical
approaches in the field of information systems
Predvideni študijski rezultati:
Znanje in razumevanje:
Študenti:
1. Obvladajo specifično znanje s področja uvajanja
rešitev za upravljanje odnosov s strankami
2. Pridobijo poglobljeno znanje na področju
rešitve Microsoft Dynamics CRM in SAP ERP
– modul CRM
3. Se naučijo prepoznavati informacijske povezave
na področju procesov e-poslovanja.
4. Razvijejo sposobnost interpretacije dobljene
rešitve za upravljanje odnosov s strankami na
področju njene uvedbe.
5. Se naučijo analizirati in sintetizirati različne
poglede na uvajanje rešitev za upravljanje
odnosov s strankami
6. Se usposobijo za nadaljnje proučevanje na
področju uvajanja informacijske podpore
rešitvam za upravljanje odnosov s strankami
7. Se usposobijo za spremljanje in nadziranje
uvajanja rešitev za upravljanje odnosov s
strankami
8. Se zavedajo širših etičnih druţbenih in
okolijskih vprašanj na področju uvajanja rešitev
za upravljanje odnosov s strankami
Intended learning outcomes:
Development

of knowledge and understanding:
Students:
1. Acquire specific knowledge in the field of CRM
solutions
2. Have a detailed knowledge of theories in the field
of Microsoft Dynamics CRM and SAP ERP –
module CRM
3. Learn to recognise information interconnections
in the field CRM solutions.
4. Develop the skills to interpret the gained results
in the field of CRM solutions implementation.
5. Learn how to analyse and synthesise different
approaches in the field of CRM solutions
implementation.
6. Are able to pursue further analysis regarding
CRM solution implementation
7. Are qualified to control and supervise the
implementation of CRM solutions
8. Can demonstrate awareness of wider social and
environmental ethical issues in areas of CRM
solutions support implementation
Kognitivne/Intelektualne veščine
Študenti
1. Pridobijo razumevanje in uporabo kritične analize
in razvoja teorij ter njihove uporabe v reševanju
konkretnih strokovnih problemov, ob upoštevanju
osnovnih usmeritev.
2. Pridobijo sposobnost iskanja in sinteze novih
informacij s področja uvajanja rešitev e-poslovanja
v literaturi in praksi.
3. Se naučijo povezovanja različnih znanj in
postopkov ter pomena uporabe strokovne literature.
4. So sposobni izbrati ustrezno metodo za pridobitev
rešitve problema ter znajo presoditi o pomenu in
značilnosti zbranih podatkov.
5. Znajo identificirati problem iz različnih zornih
kotov.
Cognitive/Intellectual

skills:
Students:
1. Understand and apply critical analysis and theory
development and their usability in solving real
professional problems, with minimum guidance.
2. Get the ability to search for and synthesize new
information from the field of e-business solutions
implementation in literature and praxis.
3. Synthesize different knowledge and procedures and
are aware of importance of use of professional
literature.
4. Can select appropriate techniques for problem solving
and are able to evaluate the importance and
significance of data.
5. Can identify key aspects of problem from different
view points.
Ključne/prenosljive veščine in spretnosti
Študenti:
1. Dalje razvijajo veščine in spretnosti v uporabi
znanja na svojem konkretnem strokovnem
delovnem področju.
2. Nadgrajujejo sposobnost samostojnega učenja.
3. Nadgrajujejo sposobnost uporabe informacijske
tehnologije.
4. Nadgrajujejo sposobnost in spretnost dela v
parih in skupinah.
5. Razvijajo komunikacijske sposobnosti za
učinkovito strokovno komuniciranje.
Key/Transferable skills
Students:
1. Further develop skills and expertise in the use of
knowledge in a specific working area.
2. Upgrade the ability to become an autonomous
learner.
3. Upgrade the ability to apply information technology.
4. Upgrade the ability to work in pairs and groups.
5. Further develop their communication skills in an
effective manner to effectively and professionally
communicate.
Praktične veščine:
Študent:
1. Pridobi praktične izkušnje
na področju
Microsoft Dynamics CRM.
2. Lahko deluje dokaj samostojno, ob podanih
navodilih in delnem nadzoru.
Practical skills:
Students:
1. Get practical experience in the field of Microsoft
Dynamics CRM.
2. Are able to act autonomously with defined
guidelines and certain level of supervision.
Metode poučevanja in učenja:
- predavanja;
- analiza primerov;
- diskusija;
- programirano učenje;
- praktične vaje in naloge;
- projekt
Learning and teaching methods:
- lectures;
- case analysis;
- discussion;
- programmed learning;
- practical exercises and assignments;
- project work
Načini ocenjevanja:
- pisni izpit;
- kratka seminarska naloga;
- kolokvij v računalniški učilnici
Delež (v %) /
Weight (in %):
40%
20%
40%
Assessment:
- written examination;
- coursework;
- practical work;
Vsa delna preverjanja morajo biti
pozitivna.
Reference nosilca / Lecturer's references:
1. DEŢELAK, Zdenko, STERNAD, Simona, BOBEK, Samo. Comparative analysis of e-business implementation
critical success factors. V: GRIČAR, Joţe (ur.). E-region in e-Europe, (Organizacija, Letn. 39, 2006, št. 3). Kranj:
Moderna organizacija, 2006, str. 169-175.
2. BOBEK, Samo, STERNAD, Simona. Success factors for e-transformations of organizations. Indian journal of
applied research, [3] str. http://www.theglobaljournals.com/ijar/file.php?val=MTUwMg==
3. BOBEK, Samo, STERNAD, Simona. E-business in global environment. V: MURTHY, P. G. K. (ur.), GARG,
Amita (ur.), TIKYANI, Vijayanti (ur.), AGGARWAL, Akshai (ur.). Second International Conference on
"Meeting the Challenges of a Globalised Market : Perspectives of Corporates, Financial Institutions,
Governments, Educational Institutions and Civil Societies", Ahmedabad, India, on 23rd, 24th & 25th January,
2013. Meeting the challenges of a globalised market : perspectives of corporates, financial institutions,
governments, educational institutions and civil societies. New Delhi: Excel India, 2013, str. 30-37.
4. DRELICHOWSKI, Ludosław, BOBEK, Samo, STERNAD, Simona. Methodological aspects and case studies of
business intelligence applications tools in knowledge management, (Studies & Proceedings of Polish Association
for Knowledge Management, 59). Bydgoszcz: Polish Association for Knowledge Management, 2012. 227 str.,
ilustr. ISBN 978-83-920375-1-4.
5. DEŢELAK, Zdenko, BOBEK, Samo, STERNAD, Simona. Management issues in e-business implementation:
what do matter and when. V: SHARMA, Basu (ur.), QUN, Zhan (ur.), DAOPING, Wang (ur.). Asia and the
changing global economy. [Compact disc ed.]. Fredericton: Management Futures, 2006, str. 894-905.