Customer Relationship Management Im Business To Consumer Bereich Des E Commerce
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Customer Relationship Management Im Business To Consumer Bereich Des E Commerce
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Author : Martin Kern
language : de
Publisher: diplom.de
Release Date : 2000-06-15
Customer Relationship Management Im Business To Consumer Bereich Des E Commerce written by Martin Kern and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-06-15 with Business & Economics categories.
Inhaltsangabe:Einleitung: Die Begriffe Internet und Electronic Commerce (EC) sind in letzter Zeit in aller Munde. Insbesondere dem elektronischen Handel, also dem Vertrieb von Produkten und Dienstleistungen über das Internet, werden immense Wachstumsraten vorausgesagt. Die Grundlage für diese Entwicklung bilden die neuen technischen Möglichkeiten, die das Internet bietet. Multimediale Daten können kostengünstig und sehr schnell in die ganze Welt übertragen werden. Inzwischen haben viele Unternehmen erkannt, daß sie durch die konsequente Umsetzung einer EC-Strategie Kosten einsparen und erhebliche Wettbewerbsvorteile erreichen können. Dies hat zur Folge, daß immer mehr Unternehmen das Internet nicht mehr nur als Marketingkanal sehen, sondern auch als Vertriebsweg nutzen. Neben diesen vielfältigen Chancen birgt der Internethandel jedoch auch Risiken und wirft neuartige Probleme und Fragen gerade auch im Bereich der Wirtschaftsinformatik auf. Bei vielen Unternehmen, die bereits im EC aktiv sind, hat sich der erwartete Erfolg noch nicht eingestellt. Die EC-Projekte leiden oft unter schlechter Rentabilität und geringer Kundenakzeptanz. Die Ursache hierfür liegt insbesondere in der weitgehenden Anonymität der Kunden, die eine Kundenbindung durch ein kundenbezogenes, individualisiertes Marketing im herkömmlichen Sinne erheblich erschwert. Es steht daher außer Frage, daß auch im EC ein deutlicher Handlungsbedarf in Richtung individualisierter Kundenansprache besteht. Die Umsetzung der Erkenntnisse, die in letzter Zeit zu Ansätzen des One-to-One-Marketing bzw. Relationship-Marketing geführt haben, kann jedoch nur unter Beachtung der spezifischen technologischen, organisatorischen und rechtlichen Rahmenbedingungen im EC erfolgen. In dieser wissenschaftlichen Arbeit werden Möglichkeiten aufgezeigt und untersucht, die eine Kundenbindung im Internet ermöglichen. Es stehen dabei nicht nur technische Fragestellungen im Mittelpunkt, sondern es werden insbesondere auch betriebswirtschaftliche Gesichtspunkte berücksichtigt. Inhaltsverzeichnis:Inhaltsverzeichnis: GLIEDERUNGII VERZEICHNIS DER ABBILDUNGENIV VERZEICHNIS DER VERWENDETEN ABKÜRZUNGENV 1.EINLEITUNG1 1.1PROBLEMSTELLUNG1 1.2ZIEL UND GANG DER UNTERSUCHUNG2 2.ELECTRONIC COMMERCE (EC)4 2.1ÖFFENTLICHE ELEKTRONISCHE NETZE ALS GRUNDLAGE DES EC4 2.1.1Das Internet4 2.1.1.1Entwicklung des Internet4 2.1.1.2Technologische Grundlagen - Die TCP/IP Protokollfamilie4 2.1.2Das World Wide Web [...]
The Importance Of Customer Relationship Management In Business Markets B2b
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Author : Timo Beck
language : en
Publisher: GRIN Verlag
Release Date : 2011-03
The Importance Of Customer Relationship Management In Business Markets B2b written by Timo Beck and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-03 with Business logistics categories.
Scientific Essay from the year 2010 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,0, University of St Andrews, course: Business Marketing, language: English, abstract: The business-to-business (B2B) landscape is rapidly changing due to a variety of trends: The evolving end-customer expectations drive companies to be more responsive and provide a better value-proposition to their customers. This has translated into business markets, demanding greater responsiveness, reliability, and quality consciousness from supplying firms (Sheth & Shainesh, 2001: 274). Market consolidation as a result of a wave of mergers and acquisitions in many industries during the past two decades forces many companies to focus on the few large customers that survived (Narayandas, 2003: 1). Globalization, hyper-competition, the rapid rise of information technology, and the commoditization of many products through e-commerce have resulted in better visibility of demand and supply and lower switching costs. Logistics and communication advances have made buying from across the globe as easy as buying locally (Schäfer, 2007: 10). All this has lead to an erosion of customer loyalty and the ability to seek lower priced, better quality options from a wide variety of suppliers instantaneously. Therefore, building customer loyalty through relationship management is not a choice anymore for most businesses; it is crucial for the achievement of sustainable competitive advantage (Sheth & Shainesh, 2001). This report to the head of marketing of an imaginary business-to-business supplier aims to discuss the implementation of a customer relationship management (CRM) system. More specifically, the author will define the relevant terms, outline the suggested CRM techniques, and highlight their potential benefits and limitations. At the end, some final conclusions and recommendations will be presented.
International E Business Building Online Customer Loyalty With Relationship Management
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Author : Wolfgang Katsch
language : en
Publisher: GRIN Verlag
Release Date : 2001-11-06
International E Business Building Online Customer Loyalty With Relationship Management written by Wolfgang Katsch and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-11-06 with Business & Economics categories.
Diploma Thesis from the year 2001 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: very good, University of Innsbruck (Institute for Corporate Leadership), 130 entries in the bibliography, language: English, abstract: ... 1.1 Problem Statement For many years, successful neighborhood merchants, restaurants and pubs had real customer relationships. They knew their customers personally, understood what they wanted, and, as best they could, satisfied their needs through personalized service. As a result, they earned loyalty and a large share of their customers′ business. Some of the best examples of building customer loyalty can be found in those traditional small businesses. Now the question arises how customer relationships can be built in the world of E-Business. E-Business - the buying and selling of products and services over the Web - and its impact is comparable with the industrial revolution at the end of the last century. After hysteric times of E-Business startups and well known bursting bubbles the point of disillusion has come. Some internet companies recognize that traditional business concepts are not necessarily outdated. Acquiring customers on the international marketplace of E-Business is enormously expensive and unless those customers stick around and make lots of repeat purchases over the years, profit will remain uncertain. For lasting success companies have to intensify their efforts towards customer loyalty and customer relationship management. Without loyalty even the best-designed E-Business model will collapse. This leads to the following objective. 1.2 Objective The objectives of the thesis are -to combine the concept of customer loyalty with the characteristics of E-Business -show how companies can build loyalty with customer relationship management 1.3 Relevance of the Topic 1.3.1 Theoretical Relevance Concerning E-Business there exists plenty of literature mainly from a technical point of view. The drawback is that although loyalty and relationships are seen as very important factors in the context of international business, the question has obtained scarce attention in literature about E-Business. Existing studies in this area mainly have descriptive character or try to offer quick-fix over-optimistic internet solutions, which become obsolete pretty fast. The contribution of this thesis is to fill that gap and offer a more conceptual/systematic as well as critical perspective. The thesis -Transfers the concept of relationship management into the environment of E-Business -Points out potential conflicts -Demonstrates benefits and show ways to increase online customer-loyalty 1.3.2 Practical Relevance ...
International E Business Building Online Customer Loyalty With Relationship Management
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Author : Wolfgang Katsch
language : en
Publisher: GRIN Verlag
Release Date : 2008-02
International E Business Building Online Customer Loyalty With Relationship Management written by Wolfgang Katsch and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-02 with categories.
Diploma Thesis from the year 2001 in the subject Business economics - Customer Relationship Management, CRM, grade: very good, University of Innsbruck (Institute for Corporate Leadership), language: English, abstract: ... 1.1 Problem Statement For many years, successful neighborhood merchants, restaurants and pubs had real customer relationships. They knew their customers personally, understood what they wanted, and, as best they could, satisfied their needs through personalized service. As a result, they earned loyalty and a large share of their customers′ business. Some of the best examples of building customer loyalty can be found in those traditional small businesses. Now the question arises how customer relationships can be built in the world of E-Business. E-Business - the buying and selling of products and services over the Web - and its impact is comparable with the industrial revolution at the end of the last century. After hysteric times of E-Business startups and well known bursting bubbles the point of disillusion has come. Some internet companies recognize that traditional business concepts are not necessarily outdated. Acquiring customers on the international marketplace of E-Business is enormously expensive and unless those customers stick around and make lots of repeat purchases over the years, profit will remain uncertain. For lasting success companies have to intensify their efforts towards customer loyalty and customer relationship management. Without loyalty even the best-designed E-Business model will collapse. This leads to the following objective. 1.2 Objective The objectives of the thesis are -to combine the concept of customer loyalty with the characteristics of E-Business -show how companies can build loyalty with customer relationship management 1.3 Relevance of the Topic 1.3.1 Theoretical Relevance Concerning E-Business there exists plenty of literature mainly from a technical point of view. The drawback is that although loyal
International E Business
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Author : Wolfgang Katsch
language : en
Publisher: diplom.de
Release Date : 2001-11-20
International E Business written by Wolfgang Katsch and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-11-20 with Business & Economics categories.
Inhaltsangabe:Abstract: The thesis offers solutions concerning the following questions: - Why is customer loyalty important for long term success of a company? - What are value adding characteristics of E-Business? - How is customer relationship management defined? - How does relationship management help a company in the changing marketplace of E-Business? - How can a company build customer loyalty? - How to follow a step-by-step process in order to build lasting relatinships with customers? - What do best-practice companies manage relationships (including over 10 short case studies and practical experiences) - How to use online communities for customer loyalty? - What does datamining mean in the context of CRM? - How to integrate customers for customization and product innovations? - Why does a database give you the necessary information for knowing your customers? - What is the link between customer satisfaction, differentiation, and long term economic success - What are tools to implement the new approach of customer relationship management? - How to install an complaint management system in E-Business in order to build loyalty? The main objectives of the thesis are show how companies can build loyalty with customer relationship management to combine the concept of customer loyalty with the characteristics of E-BusinessCompanies in E-Business already realize that focusing only on customer acquisition is not enough for lasting success and are therefore intensifying efforts towards customer loyalty. According to recent studies only a small part of the companies know how many visitors they have on their Websites. And only some of them know the number of frequent/loyal buyers. A lack of customer knowledge and relationships with customers can get dangerous, especially in a scenario, where the competitive offer is only one click near by. The benefits of customer loyalty are directly measurable, knowing that the costs of taking care after loyal customers are many times below those of customer acquisition. From a practical point of view the aim of the thesis is to show how companies can build loyal online-customers in order to develop long-term business relationships. Drawing from international management literature, focusing on recently published articles in order to take into consideration the developments in the changing marketplace of information technology. Successful online companies and their practical experience should [...]
Ecrm Electronic Customer Relationship Management
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Author : Anja Freitag
language : de
Publisher: GRIN Verlag
Release Date : 2003-02-28
Ecrm Electronic Customer Relationship Management written by Anja Freitag and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-02-28 with Business & Economics categories.
Studienarbeit aus dem Jahr 2002 im Fachbereich BWL - Customer-Relationship-Management, CRM, Note: 1,0, Hochschule Ludwigshafen am Rhein (FB II), Veranstaltung: Vertriebsmanagement und Electronic Commerce, Sprache: Deutsch, Abstract: Diese Arbeit beschäftigt sich mit dem Electronic Customer Relationship Management (im folgenden eCRM) im Sinne von Kundenbeziehungsmanagement im Internet. Es handelt sich dabei um ein derzeit in Wissenschaft und Praxis viel diskutiertes Thema, das durch ständige technische Weiterentwicklungen immer neue Möglichkeiten der Umsetzung bietet. Die Hauptprobleme im Zusammenhang mit eCRM, die in dieser Arbeit beleuchtet werden sollen, sind die Kompatibilität des Internets mit dem Gedankengut des Beziehungsmarketing sowie die konkrete Umsetzung des eCRMAnsatzes in der Praxis. Ausgehend von der Definition der wichtigsten Begriffe dieses Themengebiets wird zunächst anhand der Beleuchtung der Bedeutung des Internet für das Beziehungsmarketing erläutert, was eCRM leisten kann und wo die Voraussetzungen für erfolgreiches eCRM liegen. Anschließend werde ich die verschiedenen Instrumente des eCRM auch anhand von aktuellen Beispielen aus der Praxis vorstellen. Vor allem wegen der Möglichkeit des Zugangs zu den Praxisbeispielen konzentriert sich diese Arbeit auf den Business-to-Consumer-Bereich. Auf eine nähere Erläuterung der technologischen Grundlagen und eine Vorstellung von Softwarelösungen habe ich bewusst verzichtet, da aus Marketingsicht eher das Konzept und die praktische Umsetzung von eCRM interessant sind. Im letzen Teil der Arbeit soll ein kurzer Ausblick auf zukünftige Entwicklungen in diesem Bereich gegeben werden, vor allem auf das derzeit noch in den Kinderschuhen steckende mCRM auf der Grundlage von mobilen Empfangsgeräten wie Handys. Wenn in dieser Arbeit die Rede von Kunden ist, sind in der Regel sowohl bestehende als auch potentielle Kunden gemeint.
Customer Relationship Management In Electronic Markets
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Author : Gopalkrishnan R. Iyer
language : en
Publisher: Routledge
Release Date : 2004
Customer Relationship Management In Electronic Markets written by Gopalkrishnan R. Iyer and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company's electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer's ever-changing needs. This volume also utilizes examples of real successful companies that have used the Internet to the fullest extent, like Staples, Dell, and Amazon.com. Customer Relationship Management in Electronic Markets is an excellent resource for individuals engaged in any aspect of business relationships, from customer service managers, consultants and corporate trainers in marketing, to owners of major corporations, online businesses and entrepreneurs, and students in the field. Specifically, you will gain information on the following: business-to-business (B2B) and business-to-customer (B2C) exchanges--similarities, differences, and how the Internet has changed these relationships the prospects of the Internet for marketing and customer relationships--predictions, positive effects, and negative effects from its inception to today how to develop and maintain a loyal customer base via the Internet improving B2B exchanges and business buyer relationship management through seamless Internet integration how to create a Web site that satisfies loyal customers and draws in new customers Featuring several charts, tables, and graphs, this guide provides effective measures that you can institute to ensure your company's longevity. Customer Relationship Management in Electronic Markets will help you create marketing strategies that will successfully meet the needs of your customers and enhance your business reputation.
Crm At The Speed Of Light
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Author : Paul Greenberg
language : en
Publisher: McGraw-Hill/Osborne Media
Release Date : 2001
Crm At The Speed Of Light written by Paul Greenberg and has been published by McGraw-Hill/Osborne Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
"ECRM" provides business decision-makers with straightforward advice and solid information on how to use eCRM software and the Internet to manage customer relationships. In addition to describing the evolution of CRM from old-school sales management techniques, it teaches techniques for opening new businesses and managing customer relations on the Web.
Customer Relationship Management
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Author : V. Kumar
language : en
Publisher: Springer
Release Date : 2018-05-15
Customer Relationship Management written by V. Kumar and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-15 with Business & Economics categories.
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Customer Relationship Management
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Author : Andreas Muther
language : en
Publisher: Springer
Release Date : 2012-12-06
Customer Relationship Management written by Andreas Muther and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
Under the term Customer Relationship Management (CRM) companies such as Siebel Systems offer solutions geared at optimising customer processes. These companies claim high customer satisfaction and reduced costs. Traditional software giants like SAP and Oracle have also begun to provide software solutions in the areas of marketing, sales and service. For many enterprises, the re-organisation of so-called front-office-processes is new ground. But what must a company consider when it initiates a CRM project? It is important to start with the customer needs before moving on to customer relationships as a whole. This book describes customer relationships using the concept of Customer Buying Cycle and thus creates a neutral orientation framework for CRM projects.