It Qualit Tsmanagement Bei Customer Relationship Management
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It F R Kunden Qualit Tsmanagement Bei Customer Relationship Management
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Author : Kamilla Aga
language : de
Publisher: diplom.de
Release Date : 2014-03-01
It F R Kunden Qualit Tsmanagement Bei Customer Relationship Management written by Kamilla Aga and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-01 with Business & Economics categories.
Dieses Buch beschäftigt sich konkret mit Qualitätsmanagement im IT-Bereich, wobei speziell auf Customer Relationship Management eingegangen wird. Zu Beginn werden die Grundlagen des IT-Qualitätsmanagement erläutert, um anschließend die Ziele und Problemfelder von IT-QM zu analysieren. Im dritten Kapitel wird ein Grundverständnis der Ziele und Problemfelder des IT-QM vermittelt. Den Ausgangspunkt dieser Betrachtung bildet dabei eine Organisation mit eingeführtem Date Base Marketing, Kundenbindung und CRM System. Als Endergebnis wird ein Konzept dargestellt, das mitzubringende Prozesse wie Date, Deining, Olap, Date Warehouse von CRM und ICRM bei bestehenden IT-QM einbringen kann. Danach wird Business Intelligence erörtert, welches durch ein Konzept Business Intelligence mit QM zur Vorgehensweise einer IT-Einführung abgerundet wird. Abschließend wird ein Fazit für Business Intelligence mit QM und eine Zusammenfassung der CRM Regeln für ein optimales Kundenwissen dargelegt.
Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2004
Customer Relationship Management written by Francis Buttle 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.
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the r.
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 : Gerhard Raab
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2008
Customer Relationship Management written by Gerhard Raab and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Customer relations categories.
Customer Relationship Management combines marketing and relationship theory with practical advice to enable students and practitioners to understand the philosophy and significance of CRM. The book illustrates how leading companies are using techniques such as customer orientation, retention, global relationship management and performance management through the Balanced Scorecard to develop long-term, sustainable advantage.
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.
Customer Knowledge Management
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Author : Silvio Wilde
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-01-04
Customer Knowledge Management written by Silvio Wilde and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-01-04 with Business & Economics categories.
Managing and transferring knowledge - at the right time, in the right place and with the right quality for customers - enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management. The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is. The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.
Goal Oriented Business Process Modeling
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Author :
language : en
Publisher: Emerald Group Publishing
Release Date : 2005
Goal Oriented Business Process Modeling written by and has been published by Emerald Group Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Management categories.
The objective of this e-book is to try to clarify the connection between the notions of goal and business process. The issue is a follow-up to the discussions at the Workshop on Goal-Oriented Business Process Modelling held in London on 2 September 2002. The papers cover a wide spectrum of topics, related to the notions of goals in the business process domain.
Electronic Customer Relationship Management
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Author : Jerry Fjermestad
language : en
Publisher: M.E. Sharpe
Release Date :
Electronic Customer Relationship Management written by Jerry Fjermestad and has been published by M.E. Sharpe this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Customer Relationship Management Crm
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Author : E. Krug
language : de
Publisher: GBI Genios Wirtschaftsdatenbank GmbH
Release Date : 2002-05-07
Customer Relationship Management Crm written by E. Krug and has been published by GBI Genios Wirtschaftsdatenbank GmbH this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-05-07 with Social Science categories.
Die Pflege von Kundenbeziehungen mit dem Ziel einer andauernden Kundenbindung (Customer-Relationship-Management) ist heute ein wichtiger Bestandteil des Marketing. (1) Ein gut funktionierendes Customer-Relationship-Management (CRM) bedarf einer sorgfältigen Planungsphase in der die Businessstrategie eindeutig definiert wird und an deren Ende die Wahl eines geeigneten unterstützenden Softwareprodukts steht. (2) Die zunehmende Vielfalt unterstützender Softwareprodukte (die Schätzung liegt bei ca. 150 Anbietern im letzten Jahr) erschwert deren Auswahl. (2) Obwohl CRM in europäischen Unternehmen noch zögernd Einzug hält, gewinnt dieses Thema deutlich an strategischer Bedeutung. (2) , (3)
Customer Relationship Management Eine Sinnvolle Weiterentwicklung Des Total Quality Management
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Author : Werner Judt
language : de
Publisher: GRIN Verlag
Release Date : 2003-08-01
Customer Relationship Management Eine Sinnvolle Weiterentwicklung Des Total Quality Management written by Werner Judt and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-08-01 with Business & Economics categories.
Studienarbeit aus dem Jahr 2003 im Fachbereich BWL - Bank, Börse, Versicherung, Note: 1,7, Universität Paderborn (Fachbereich 5 - Wirtschaftswissenschaften), Veranstaltung: Bankbetriebswirtschaftliches Seminar, Sprache: Deutsch, Abstract: In den letzten Jahren hat der Markt für Finanzdienstleistungen einen starken Strukturwandel durchlaufen. Konnte man vor einigen Jahren noch statistisch betrachtet feststellen, dass ein Bankkunde eher den Ehepartner als seine Bankverbindung wechselt, so hat sich das Bild heute grundlegend geändert. Heute besitzen die meisten Kunden mehrere Bankverbindungen. Die Gründe hierfür sind vielschichtig. Aufgrund der steigenden Globalisierung im Bereich der Wirtschaft und speziell auch der Finanzmärkte verschärft sich der Anbieterwettbewerb, was zu sinkenden Margen bei den Banken führt. Des Weiteren hat der Kunde durch den technischen Fortschritt viele neue Zugangsmöglichkeiten zu Banken. Der Kunde ist nicht mehr an die örtlichen Institute gebunden, sondern kann seine Bankgeschäfte bei jeder beliebeigen Bank zu jeder Zeit durchführen. Gestiegene Ansprüche der Kunden im Hinblick auf Umfang und Qualität der Leistungen, ein ausgeprägteres Preisbewusstsein und homogene Produkte und Dienstleistungen haben eine abnehmende Bankloyalität zur Folge. Die Banken müssen die Individualität des Kunden berücksichtigen und dabei gleichzeitig versuchen, die Kundenbetreuung bzw. –beratung zu optimieren. Erreicht werden kann das nur, wenn die Banken von der transaktions- bzw. produktbezogenen Sichtweise auf die Beziehungsorientierte umschwenken. Dabei ist zu beachten, dass die Kundenbeziehungen erst nach einigen Jahren für die Bank profitabel werden. Durch die Berücksichtigung des Customer Life Cycle (CLC) ist es möglich den Kunde durch Cross- und Up-Selling entlang seines „Lebenszyklus“ stärker an die Bank zu binden und dabei auch die Ertragslage der Bank zu erhöhen. Es muss folglich einerseits die Kostensituation verbessert, andererseits müssen dem Kunden attraktive Leistungen angeboten werden, die die Bank von ihren Mitbewerbern abhebt. Ein nach außen wirkendes Qualitätsimage erhöht die Attraktivität bei Kapitalgebern, Mitarbeitern, Lieferanten und insbesondere bei den Dienstleistungskunden.