Chancen Und Grenzen Von Individuellem Kundenservice Ein Strategischer Erfolgsfaktor Zur Kundenbindung Im Digitalen Zeitalter
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Chancen Und Grenzen Von Individuellem Kundenservice Ein Strategischer Erfolgsfaktor Zur Kundenbindung Im Digitalen Zeitalter
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Author : Sarah Schmitz
language : de
Publisher:
Release Date : 2022-11
Chancen Und Grenzen Von Individuellem Kundenservice Ein Strategischer Erfolgsfaktor Zur Kundenbindung Im Digitalen Zeitalter written by Sarah Schmitz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-11 with categories.
Bachelorarbeit aus dem Jahr 2017 im Fachbereich BWL - Customer-Relationship-Management, CRM, Note: 2,3, FOM Essen, Hochschule für Oekonomie & Management gemeinnützige GmbH, Hochschulleitung Essen früher Fachhochschule, Sprache: Deutsch, Abstract: Die vorliegende Arbeit setzt sich mit den Chancen und Grenzen einer kundenindividuellen Implementierung von Serviceleistungen auseinander, indem das Konstrukt der Kundenbindung und der strategische Einfluss von Serviceentscheidungen auf Unternehmensprozesse im Sinne der ganzheitlichen Kundenorientierung betrachtet werden. Das heißt, es soll herausgefunden werden, welche Komponenten Einfluss auf die Gestaltung eines erfolgreichen Kundenservices im digitalen Zeitalter nehmen und welche Handlungsoptionen folglich bestehen, um eine positive Abgrenzung vom Wettbewerb, Kundenbindung und Steigerung der ökonomischen Erfolgsgrößen des Unternehmens zu erreichen. In einer Zeit des stetigen Wandels, der Digitalisierung und des Aufbruchs scheinen die Global Player von heute, die potentiellen Verlierer von Morgen im Kampf um Kunden, Innovationen und Umsatz zu sein, wenn nicht zeitnah wichtige Trends und Themen einer sich dynamisch entwickelnden Welt aufgegriffen werden. Erhöhter Kostendruck, eine zunehmende Austauschbarkeit von Produkten und immer kürzer werdende Produktlebenszyklen verbunden mit einer enormen Wettbewerbsintensität prägen das Bild auf nahezu allen Märkten und lassen den Kunden ins Zentrum unternehmerischer Aktivitäten rücken. Seit 2003 geben Menschen in Deutschland zum ersten Mal mehr Geld für Dienstleistungen als für Produkte aus und begründen damit einen Paradigmenwechsel. Die Entmaterialisierung der Wirtschaft, welche eng mit der Digitalisierung zusammenhängt, verändert das Kunden- und Anbieterverhalten nachhaltig und bietet gleichzeitig vollkommen neue Handlungsoptionen für beide Seiten. Kunden können sich sämtliches Wissen über Produkte und Leistungen selbstständig über das Internet einholen und sind nicht me
Artificial Intelligence In Marketing
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Author : IntroBooks Team
language : en
Publisher: IntroBooks
Release Date :
Artificial Intelligence In Marketing written by IntroBooks Team and has been published by IntroBooks this book supported file pdf, txt, epub, kindle and other format this book has been release on with Business & Economics categories.
Artificial intelligence in marketing, which is commonly known as AI Marketing, is a process of striking a chord of linkage between customer statistics and artificial intelligence hypotheses. It is basically an automated learning curve for a business house on the marketing front such that it can predict a customer’s ongoing move and the next phase of action. By doing so, a business entity can easily amplify its outlook in the interests of the customer, which, in turn, displays the quality of relevant products or services in an intelligent manner to reach a larger audience. Due to the emergence of artificial intelligence marketing solutions, an effective recourse is seen apparent in terms of bonding between scientific data points, which are amassed industriously for subsequent implementation. In other words, the erstwhile process of manual hard work of assembling and analyzing a colossal quantum of data has surely become a thing of the past.
Future Telco
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Author : Peter Krüssel
language : en
Publisher: Springer
Release Date : 2018-07-23
Future Telco written by Peter Krüssel and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-07-23 with Business & Economics categories.
This book examines the extensive changes in markets, technologies and value chains that telecommunication companies are currently confronted with. It analyzes the crossroads they have reached and the choices that now need to be made – to be a bit pipe or a trendsetter of digitalization. Based on an analysis of the key challenges for telcos, the book derives future market scenarios and puts forward recommendations for how they can successfully position themselves. It proposes a framework based on seven “levers,” which addresses concrete measures in each step of the value chain, ranging from technology, IT and processes, to innovation, marketing and sales issues. The book discusses the current challenges and provides both general recommendations and concrete solutions. Respected experts illustrate innovative strategic and technical trends and provide insights gained in real-life transformation projects. Recent developments in the areas of regulation, product development, competition between over-the-top (OTT) providers and telcos, as well as technical innovations like 5G, SDN/NFV, LEO satellites and MEC are discussed. Accordingly, practitioners, managers and researchers alike will benefit from the book’s wealth of examples and up-to-date insights.
Relationship Marketing
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Author : Manfred Bruhn
language : en
Publisher: Pearson Education
Release Date : 2003
Relationship Marketing written by Manfred Bruhn and has been published by Pearson Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
'Relationship Marketing' delivers a comprehensive unifying principle with which to approach the subject. Current debates are examined to develop both a theoretical and conceptual approach to the topic.
How To Win Customers In The Digital World
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Author : Peter Vervest
language : en
Publisher: Springer
Release Date : 2012-09-09
How To Win Customers In The Digital World written by Peter Vervest and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-09-09 with Business & Economics categories.
Providing a template for seizing the opportunities offfered by digital business technologies, this book presents six real-life cases to demonstrate both the power and risks involved. The authors - both experienced professionals in management education and telecommunications - introduce Total Action concepts and methodologies - where every activity inside the organization is directly relevant for its customers. Winners use these to make front-line people the point of decision making, to unlock information about customers, and to manage the fulfillment of their commitments. The result is a discovery tour of new management concepts that will help your business triumph in todays digital world. From the reviews: "This book is mandatory reading for every manager and professional." - Thomas Middelhoff, Chairman & CEO Bertelsmann AG; "This is a powerful and straightforward starting point for all managers and organizations seeking to master the new frontiers of business." A.-W. Scheer, Chairman of the Supervisory Board IDS Scheer AG
The Best Service Is No Service
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Author : Bill Price
language : en
Publisher: John Wiley & Sons
Release Date : 2011-09-14
The Best Service Is No Service written by Bill Price and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-14 with Business & Economics categories.
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Managing Service Quality With Technological Innovations In The Banking Industry
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Author : Sheerali Arya
language : en
Publisher:
Release Date : 2021-03-17
Managing Service Quality With Technological Innovations In The Banking Industry written by Sheerali Arya and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-17 with categories.
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
Cruise Business Development
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Author : Alexis Papathanassis
language : en
Publisher: Springer
Release Date : 2016-04-20
Cruise Business Development written by Alexis Papathanassis and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-20 with Business & Economics categories.
This book addresses innovation management and product development in the cruise tourism industry. It explains how experience management has evolved from a strictly company-level, product- or service-focused tactical task to an industry-wide strategic challenge, and analyses the role of intangible reputational aspects of cruise experiences, as well as peripheral components and stakeholders, as increasingly important factors for customer acquisition and retention. Safety and risk issues are a central theme, as well as the cruise sector’s environmental and socio-economic impacts. Lastly, the book considers the increasing size of cruise vessels and the accompanying standardisation of facilities and itineraries, in conjunction with the hybridisation of cruise passengers in connection with expanding the competitive boundaries and intensity of competition in the cruise sector. The book approaches these issues as more than a mere public relations campaign, recognising the fact that they have since become the very essence of strategic cruise business development.
Consumer Attitude Towards Recycled Fashion Garments Which Factors Make Recycled Fashion More Appealing To Consumers
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Author : Rebecca Serban
language : en
Publisher: GRIN Verlag
Release Date : 2022-01-31
Consumer Attitude Towards Recycled Fashion Garments Which Factors Make Recycled Fashion More Appealing To Consumers written by Rebecca Serban and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-01-31 with Business & Economics categories.
Master's Thesis from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,3, Frankfurt School of Finance & Management, language: English, abstract: In the present master’s thesis, two experiments, a survey and A/B-testing, examined consumer behavior and attitude in the context of recycled fashion in order to accept or reject five different hypotheses. One of the objectives of the survey conducted for this master's thesis was to investigate whether consumers prefer certain recycled materials over others. The materials studied were recycled cotton, recycled plastic and recycled pineapple leaves. With the help of several statistical tests in RStudio, it was found that recycled cotton is the most popular recycled material in comparison. In addition, the aim was to investigate whether consumers also prefer certain garments over others when buying recycled fashion and whether the proximity of the garment to the skin has a particular influence here. Here, too, an analysis in RStudio revealed that it is not necessarily the proximity of the skin but rather the level of intimacy that is decisive. Finally, the survey was intended to investigate whether and to what extent consumers feel disgust towards recycled fashion and how consumer disgust can be avoided. Practical and theoretical management implications, especially for fashion companies, were being discussed in order to provide companies with a way to implement recycled fashion most effectively focusing on the right choice of materials, fashion type and communication.
Algorithmic Pricing Based On Big Data A Critical Reflection
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Author : Lukas Kern
language : en
Publisher:
Release Date : 2020
Algorithmic Pricing Based On Big Data A Critical Reflection written by Lukas Kern and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.