Suvremeni sustavi za upravljanje posjetima klijenata u poslovnicama

1. 46 BIZdirekt | prosinac 2015.
3UVREMENIÔSUSTAVIÔZAÔUPRAVLJANJEÔ
POSJETIMAÔKLIJENATAÔUÔPOSLOVNICAMA
#USTOMERÔ6ISITÔ-ANAGEMENTÔRJE[ENJEÔZAMJENJUJEÔPRAVEÔREDOVEÔ^EKANJAÔVIRTUALNIMÔREDOVIMA

2. Ô
OMOGU]UJU]IÔKLIJENTIMAÔDAÔVRIJEMEÔ^EKANJAÔISKORISTEÔZAÔNEKUÔDRUGUÔAKTIVNOSTÔ6ODITELJIÔPOSLOVNICAÔ
POMO]UÔOVOGÔRJE[ENJAÔUÔMOGU]NOSTIÔSUÔKONTROLIRATIÔSVEÔSVOJEÔPOSLOVNICEÔIZÔSJEDI[TAÔTVRTKIÔILIÔMOGUÔ
PRISTUPITIÔSUSTAVUÔPUTEMÔSVOJIHÔMOBILNIHÔUREAJAÔIÔTABLETA
ƚJWJNP V WJTPLP LPNQFUJUJWOPN TWJKFUV UWSULF TV V
LPOTUBOUOPK QPUSB[J [B VOBQSKFƗFOKFN QPTMPWBOKB J
VƕJOLPWJUJKJN QPTMPWBOKFN +FEOP PE HMBWOJI QJUBOKB LPKF
TJ QPTUBWMKBKV UWSULF LPKF TF OBMB[F V hSFUBJMh QPTMPWBOKV
KFTU LBLP QSVƩJUJ WSIVOTLP JTLVTUWP J VTMVHV LMJKFOUV PE
USFOVULB VMBTLB V QPTMPWOJDV EP NPNFOUB J[MBTLB /B
USƩJƔUV QPTUPKF OBQSFEOJ TVTUBWJ [B VQSBWMKBOKF QPTKFUJNB
LMJKFOBUB V QPTMPWOJDBNB $VTUPNFS 7JTJU .BOBHFNFOU
V EBMKOKFN UFLTUV $7.
B TWF V DJMKV QPWFƖBOKB [BEP-
WPMKTUWB J MPKBMOPTUJ TWPKJI LMJKFOBUB
6QSBWP TV OBQSFEOJ $7. TVTUBWJ QPUQVOP J[NJKFOJMJ USB-
EJDJPOBMBO LPODFQU VQSBWMKBOKB SFEPWJNB ƕFLBOKB POJ
VQSBWMKBKV DKFMPLVQOJN JTLVTUWPN LMJKFOUB UF EPOPTF WJTPLV
EPEBOV WSJKFEOPTU J LMJKFOUJNB J UWSULBNB %J[BKOJSBOJ TV EB
[BEPWPMKF QPUSFCF J TQFDJÜƕOPTUJ QPTMPWBOKB SB[MJƕJUJI TFLUPSB
LBP ƔUP TV CBOLF
UFMFLPN PQFSBUFSJ
CPMOJDF
PTJHVSBWBKVƖB
ESVƔUWB
NBMPQSPEBKB J ESƩBWOF JOTUJUVDJKF 0WBLWJ TVTUBWJ
OVEF LMJKFOUJNB VHPEOJKJ EPƩJWMKBK
B UWSULF VOBQSKFƗVKV LWB-
MJUFUV TWPKF VTMVHF
QPWFƖBWBKV SF[VMUBUF [BQPTMFOJLB
TNB
OKVKV PQFSBUJWOF USPƔLPWF J QPWFƖBWBKV TWPKF QSJIPEF
$7. SKFƔFOKF [BNKFOKVKF QSBWF SFEPWF ƕFLBOKB WJSUVBM-
OJN SFEPWJNB
PNPHVƖVKVƖJ LMJKFOUJNB EB WSJKFNF ƕFLBOKB
JTLPSJTUF [B OFLV ESVHV BLUJWOPTU 0NPHVƖVKF SF[FSWBDJKV
UFSNJOB [B PESFƗFOV VTMVHV J QVUFN NPCJMOPH VSFƗBKB EP-
EJKFMKFOJ CSPK QSJLB[VKF TF OB FLSBOV V QPTMPWOJDJ V UPƕOP
EPHPWPSFOP WSJKFNF 4UBKBOKF V SFEPWJNB V TUSBIV EB ƖF
+AKOÔ#OMPINGÔMO@EÔPOMO]I
0RIPREMIOØ#OMPINGØDOOØ
Ø6LADIMIRØ0R[A

3. ØUSINESSØ$EVELOPMENTØ-ANAGER
OFULP [BV[FUJ NKFTUP V SFEV TUWBS KF QSPƔMPTUJ KFS QVUFN
4.4 PCBWJKFTUJ LMJKFOU EPCJKF UPƕOP WSJKFNF SFEB OB ƔBMUFSV
7PEJUFMKJ QPTMPWOJDB QPNPƖV PWPH SKFƔFOKB V NPHVƖOPTUJ TV
LPOUSPMJSBUJ TWF TWPKF QPTMPWOJDF J[ TKFEJƔUB UWSULJ JMJ NPHV
QSJTUVQJUJ TVTUBWV QVUFN TWPKJI NPCJMOJI VSFƗBKB J UBCMFUB
4VTUBW JN EBKF QPUQVOJ VWJE V UP ƔUP TF EPHBƗB V OKJIPWJN
QPTMPWOJDBNB LSP[ CPHBUB J[WKFƔƖB J OBE[PSOF VQSBWMKBƕLF
QMPƕF UF JN KF PNPHVƖFOP KFEOPTUBWOP QSBƖFOKF J PQUJNJ[J-
SBOKF QFSGPSNBOTJ V SBEV QPTMPWOJDB ,BSBLUFSJTUJLB PWBLWJI
TVTUBWB KF DFOUSBMOP VQSBWMKBOKF LPKF ESBTUJƕOP TNBOKVKF
USPƔLPWF QPTMPWBOKB KFS FMJNJOJSB QPUSFCV [B [BQPƔMKBWBOKFN
EKFMBUOJLB LPKJ VQSBWMKBKV TWBLPN QPTMPWOJDPN [BTFCOP 6
TVTUBW [B VQSBWMKBOKF QPTKFUJNB LMJKFOBUB JOUFHSJSBOJ TV J
OBQSFEOJ BOBMJUJƕLJ BMBUJ LPKJ NBOBHFNFOUV EBKV EFUBMKOJ
VWJE V QPTMPWBOKF J USFOEPWF V SBEV QPTMPWOJDB
ƔUP SF[VMUJSB
QPWFƖBOPN QSPEVLUJWOPƔƖV
4 DJMKFN PTUWBSFOKB QFSTPOBMJ[JSBOPH J VOBQSJKFƗFOPH
JTLVTUWB WBƔJI LMJKFOBUB
$7. TVTUBWJ PNPHVƖBWBKV
JEFOUJÜLBDJKV LMJKFOUB V USFOVULV VMBTLB V QPTMPWOJDV
B
TBNJN UJNF J QFSTPOBMJ[JSBOV VTMVHV 1P[OBUB KF ƕJOKFOJDB
EB TF QSFQP[OBWBOKFN LMJKFOUB J UPQMPN EPCSPEPƔMJDPN
NPƩF VUKFDBUJ OB MPKBMOPTU LMJKFOUB .PHVƖOPTU QSFHMFEB
QSPÜMB LMJKFOUB VOBQSJKFE PUWBSB WSBUB [BQPTMFOJDJNB [B
DSPTTTFMM
ƔUP EPWPEJ EP WFƖFH QSPÜUB
/BQSFEOJ hEJHJUBM TJHOBHFh TVTUBWJ UBLPƗFS TV TBTUBWOJ
EJP TVWSFNFOPH $7. SKFƔFOKB 1PNPƖV OKJI LMJKFOUB
WPEJUF QSFNB VTMVƩOPN NKFTUV J QSVƩBUF NV JOGPSNB-
DJKV P WSFNFOV EPMBTLB OB SFE
UF EPL ƕFLB
QPNPƖV
TVTUBWB ƔBMKFUF QSPNPUJWOF QPSVLF %JHJUBMOJ FLSBOJ
QSPNPUJWOJ TV BMBU J LPSJTUF TF [B QSJLB[JWBOKF SFLMBNB
J QSPNPDJKV WBƔJI QSPJ[WPEB OBMJUJLB LPKB TUPKJ JTQPE
EJHJUBM TJHOBHF TVTUBWB PNPHVƖBWB TFHNFOUBDJKV LMJKF-
OBUB LPKJ TV USFOVUOP V QPTMPWOJDJ
UF TF NPHV QSJLB[J-
WBUJ SFLMBNF J QSPNPDJKF LPKF TV JOUFSFTBOUOF CBƔ UJN
TFHNFOUJNB LMJKFOBUB
6 TWSIV QPWFƖBOPH [BEPWPMKTUWB LMJKFOBUB
TVTUBW
PNPHVƖVKF UWSULBNB QSJLVQMKBOKF QPWSBUOJI JOGPSNBDJKB
PE LMJKFOBUB OB VTMVƩOPN NKFTUV
PENBI OBLPO J[WSƔFOF
VTMVHF 5WSULF ƖF OB UBK OBƕJO JNBUJ JOGPSNBDJKV ƔUP
LMJKFOUJ NJTMF P OKJIPWJN VTMVHBNB J [BQPTMFOJDJNB
ƔUP
PNPHVƖVKF CPMKF TUSBUFƔLP QMBOJSBOKF LBLP CJ TF PTJHVSBMB
MPKBMOPTU LMJKFOBUB J VOBQSKFƗFOKF VTMVHB
5ÔSVRHUÔPOVE]ANOGÔ
ZADOVOLJSTVAÔ
KLIJENATA

4. ÔSUSTAVÔ
OMOGU]UJEÔTVRTKAMAÔ
PRIKUPLJANJEÔ
POVRATNIHÔINFORMACIJA
ODÔKLIJENATAÔNAÔ
USLU@NOMÔMJESTU

5. Ô
odmah nakon
izvršene usluge.
$VTUPNFS 7JTJU .BOBHFNFOU TVTUBW $7.
UWSULF 4%$0 JOUFHSJSBOP KF SKFäFOKF
LPKJN TF VQSBWMKB LPNQMFUOJN JTLVTUWPN LMJKFOBUB PE USFOVULB LBEB POJ VéV V
WBäV QPTMPWOJDV $7. SKFäFOKF VLMKVëVKF NPEVMF LBP äUP TV 2VFVF .BOBHFNFOU
6QSBWMKBOKF SFEPWJNB ëFLBOKB
.PCJMF CPPLJOH
.PCJMF /PUJmDBUJPO
%JHJUBM 4JHO
BHF
$VTUPNFS 'FFECBDL 1SJLVQMKBOKF QPWSBUOJI JOGPSNBDJKB LMJKFOBUB
J 4UBGG 1FSGPS-
NBODF .BOBHFNFOU 6QSBWMKBOKF VëJOLPN [BQPTMFOJLB
4UPUJOF WFMJLJI LPNQBOJKB V SB[MJëJUJN EJKFMPWJNB TWJKFUB WFê LPSJTUF 4%$0 $7. SKFäFOKF
V TWBLPEOFWOPN QPTMPWBOKV
B OKJIPWP [BEPWPMKTUWP PWJN SKFäFOKFN J VOBQSJKFéFOJN
SF[VMUBUJNB QPTMPWBOKB WJEMKJWP KF WSMP CS[P OBLPO JNQMFNFOUBDJKF 4%$0 KF WPEFêJ
TWKFUTLJ QSVãBUFMK TQFDJKBMJ[JSBOJI *5 TVTUBWB J SKFäFOKB XXXTFEDPDPN
;B WJäF JOGPSNBDJKB P UWSULJ $PNQJOH
WPEFêFN EPNBêFN TJTUFN JOUFHSBUPSV J
QSVãBUFMKV TQFDJKBMJ[JSBOJI SKFäFOKB
QPTKFUJUF XXXDPNQJOHIS
0OSLOVNAÔINFORMATIKAÔ