Comparative analysis of CRM solutions between Zoho crm and HubSpot CRM

CRM rešitve so v današnjem času in tudi v prihodnosti ključnega pomena za številna podjetja, da vzpostavijo kakovostne odnose s svojimi strankami, ki so osnova za obojestransko koristno in dolgoročno poslovno sodelovanje. Ker je ponudnikov CRM rešitev več in ker se rešitve med seboj razlikujejo, je pomembno, da podjetje izbere primerno CRM rešitev. V diplomskem projektu smo predstavili in primerjali dve oblačni rešitvi za upravljanje odnosov s strankami, to sta Zoho CRM in HubSpot CRM, ki v Sloveniji še nista tako uveljavljeni. Najprej smo predstavili, kaj CRM rešitve sploh so, njihov razvoj in vrste, potem smo predstavili njihove značilnosti in funkcionalnosti, nato pa pojasnili razlike med brezplačnimi in plačljivimi CRM rešitvampredstavili smo še trenutne trende, ki jim morajo CRM rešitve slediti in našteli trenutne vodilne ponudnike CRM rešitev na svetu. V drugem delu diplomskega projekta smo predstavili dve rešitvi CRM, to sta Zoho CRM in HubSpot CRM. Za vsako izmed rešitev smo na kratko opisali posamezno podjetje oziroma ponudnika CRM rešitve, predstavili postopek uvedbe, opisali izgled začetne strani, našteli funkcionalnosti posamezne različice, predstavili možnosti podpore uporabnikom in možnosti integracije z drugimi programi. Na koncu smo omenjeni rešitvi primerjali po različnih kriterijih, in sicer po ceni, uvedbi, možnostih integracij, prilagodljivosti, funkcionalnostih, sledenju trendom in podpori uporabnikom. Na spletnih platformah, kjer ocenjujejo rešitve, smo poiskali tudi ocene dejanskih uporabnikov obeh rešitev in jih primerjali.CRM solutions are crucial today for many companies to establish quality relationships with their customers, which are the basis for mutually beneficial and long-term business cooperation. Because there are several CRM solution providers and because the solutions differ from each other, it is important for the company to choose the right CRM solution. In the thesis, we presented and compared two cloud solutions for customer relationship management, Zoho CRM and HubSpot CRM, which are not established in Slovenia yet. First, we presented what CRM solutions are, their development and types, then we presented their features and functionalities, then we explained the differences between free and paid CRM solutions, presented the current trends that CRM solutions must follow and listed the current leading providers of CRM solutions in the world. In the second part of the thesis, we presented Zoho CRM and HubSpot CRM. For each of the solutions, we briefly described the individual company or provider of the CRM solution, presented the implementation process, described the appearance of the home page, listed the functionalities of each version, presented user support options and presented integration options with other programs. Finally, we compared the mentioned solutions according to various criteria, namely price, implementation, integration options, customizations, functionalities, trend tracking and customer support. We also compared the ratings of the actual users from online platforms and compared them