Tesi: "Customer relationship management"

1

Arndt, Oliver H. "Fähigkeiten im Customer Relationship Management /". Bamberg : Difo-Druck, 2009. http://aleph.unisg.ch/hsgscan/hm00264325.pdf.

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Voss, Julian. "Customer-Relationship-Management im Agribusiness". Göttingen Sierke, 2008. http://d-nb.info/989845397/04.

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Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)". Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.
Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.

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Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko e G. Shaban. "Customer relationship management (crm) strategy". Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.

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5

Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue". ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The service director for the subject organization provided the data for the study via data extracts from the company's corporate database. Some branches were eliminated, leaving a total sample size of 178. The results of a multiple linear regression analysis showed that the proposed model could significantly predict branch revenue F (2,175) = 37.321, p < .001, R2 = .298. Both CRM use and customer satisfaction were statistically significant, with CRM use (beta = .488, p < .001) showing a higher contribution than customer satisfaction (beta = -.152, p = .021). This study provides evidence to business executives that CRM use has a strong positive influence on revenue. Additionally, this study supports the findings of other studies that show a point of diminishing returns in improved customer satisfaction. This study contributes to positive social change by allowing firms to make better decisions with their investment dollars and by increasing CRM utilization through cause-related marketing.

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Lönnevik, Helena, e Fiorella Piedra. "Luxury Customer Relationship Management : Customer loyalty through a luxury perspective". Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-72857.

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Bakgrund och problemdiskussion: Lyxvarumärkesföretag har börjat undersöka implementering av en strategi som erbjuder livslångt kundvärde. De har även visat intresse som tyder på att de vill tillämpa CRM-policys men är osäkra till hur stor del den går att tillämpa inom lyxindustrin. Vi har med inspiration från artikeln ”Is CRM for Luxury brands?” Cailleux, Mignot & Kapferer (2009) konstaterat att det existerar ett problem med den traditionella CRM som inte förstår ”luxury management” och de exakta implikationerna. Då begreppet CRM anses vara otillräcklig samt bristande vid tillämpning på lyxvarumärken anser vi att CRM inte är en optimal affärsstrategi för den sortens företag. Syfte: Vårt syfte med studien är att förstärka och komplettera CRM ur ett lyxperspektiv. Ambitionen är att utveckla existerande teori samt skapa en modell som är anpassad för lyxvarumärkesföretag. Vidare vill vi även tydliggöra de skillnader som existerar mellan klassisk CRM och LCRM. Metod: Uppsatsen har en teoretisk utgångspunkt och behandlas ur en kvalitativ metod tillsammans med respondenter från fallföretaget som besitter gedigen erfarenhet och ansvarspositioner inom lyxindustrin. Slutsats: CRM är inte en tillräcklig strategi att applicera mot lyxvarumärkesföretag då den inte är justerad för att tillgodose lyxvarumärkesföretagens plattform. Den utvecklade teorin LCRM har testats genom en empirisk studie och verifierats till att vara en lämplig strategi för lyxvarumärkesföretag. Genom en tillämpning av LCRM kan lyxvarumärkesföretag nå en ökad kundlojalitet ur ett långsiktigt perspektiv.
Background and problem discussion: Luxury brands have begun to explore the benefits of an approach to create lifelong customer value. They have also shown interest in implementing CRM policies but are unsure how suitable it is for their market. The article “Is CRM for luxury brands?” Cailleux, Mignot & Kapferer (2009) has been used as an inspiration in this study as the article has found that the existing traditional CRM does not understand "luxury management" and the precise implications, i.e., how luxury brands want to expand while maintaining their prestige. Since the concept of CRM is considered to be insufficient and inadequate for the purposes of luxury brands, we believe that CRM is not an optimal business strategy for the type of business. Purpose: The purpose with this study is to enhance and supplement the strategy CRM to meet the luxury industry needs. The ambition is to develop existing theory and create a model that is suitable for luxury brands. Further, the purpose is to clarify the differences between CRM and LCRM. Method: The paper is theoretically based with a qualitative approach with respondents in leader positions and extensive experience within the luxury industry. Conclusion: CRM is an insufficient strategy to apply for businesses within the luxury industry because it does not understand the platform of a luxury brand. The developed theory LCRM has been tested through an empiric study and has been verified as a suitable strategy to apply for luxury brands. Through an implementation of LCRM luxury brands can achieve a higher customer loyalty in the long run.

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7

Felix, Amoah. "Customer relationship management practiced by KOSAB". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used by a single organisation and thereafter suggest improvements to enhance customer loyalty. The results of the study could assist the management of the organisation to improve the CRM strategies which will hopefully enhance retention and prevent customer attrition. A literature review was conducted to unveil various elements of CRM, and strategies that can attract and retain customers. It helped in identifying themes for the empirical study. An in-depth interview was conducted with the general manager of the organisation to gauge his perception, and CRM practices in the organisation. An interview guide was used during the interview process. Four main topics namely: implementation of CRM, customer loyalty, customer complaints and conflict, and employees training and motivation were utilised for the interview guide and followed by further probing. Based on the responses obtained, analyses were made by comparing the responses to what literature revealed so that shortcomings could easily be identified.The study revealed that there were several inconsistencies with what was practised by the organisation and what the literature study revealed. Bearing in mind the shortcomings identified in the empirical study, the researcher made the following recommendations. The CRM implementation approach needs to be carefully planned with a clear defined vision and mission statement that focus on customer centredness. The organisation needs to invest in modern and innovative channels of communication and strategic partnership to reach the right customer. The organisation has to develop effective market segmentation and targeting to know the customer well. Consistent and highly relevant customer experiences should be drawn-on to fulfill the organisation’s promise of trust and reliability. The organisation should adopt competitive pricing strategy to limit customer sensitivity on price. The organisation should invest in employees’ development and welfare. Further research can be conducted to investigate the perception of other food retailers on the CRM strategies practiced. Further research can also be conducted in the organisation to investigate the perception of employees and customers on the CRM strategies practised.

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8

Arndt, Dirk. "Customer-information-Management ein Referenzmodell für die Informationsversorgung im Customer-Relationship-Management". Göttingen Cuvillier, 2008. http://d-nb.info/98980853X/04.

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9

Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierungen /". Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://dx.doi.org/10.1007/3-8350-5705-7.

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10

Hedin, Magnus, e Niklas Sjöblom. "Customer Relationship Management och dess implementeringsproblem". Thesis, Uppsala University, Department of Business Studies, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-7574.

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11

Rentzmann, René. "Text mining im Customer-relationship-Management". Hamburg Kovač, 2007. http://d-nb.info/987473808/04.

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Rentzmann, René. "Text Mining im Customer Relationship Management /". Hamburg : Kovač, 2008. http://www.verlagdrkovac.de/978-3-8300-3510-7.htm.

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13

Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierung". Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://www.gbv.de/dms/zbw/510620310.pdf.

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14

Wong, Ka-kuen, e 黃嘉權. "Stochastic models for customer relationship management". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B30289968.

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15

Ligthelm, Verina. "Customer relationship management solutions in organisations". Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52753.

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Thesis (MBA)--Stellenbosch University, 2002.
ENGLISH ABSTRACT: "Globally, businesses invested about $8 billion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments will grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii). The ever-changing global environment brings new challenges and opportunities to the business environment. These rapid changes in the marketplace force companies to reconsider the ways in which they do business. Companies will not be able to avoid macro-environmental scanning and scenario planning. Companies that will survive in this unpredictable arena must develop skills to become faster and more efficient. The most significant changes and challenges will be in new competition faced by companies (for example, from previously unexpected sectors) and in changes in customer demands. Recent rapid technological developments have created new methods of doing business, resulting in new markets and new business practices. The world-wide market place now allows customers to obtain price and quality information readily and reliably - 24 hours a day, 7 days a week. Companies will not be able to gain and retain competitive advantage by developing skills in only one area. 'Customers are increasingly difficult to satisfy and require quality, promptness and realistic prices for products and services. Customers prefer to be treated as individuals with individual needs and requirements, and not as part of the mass-market. Segmentation alone will not assist companles per se - implementation of the segmentation supported by specific business processes and technologies will result in the required shift from a product-orientated approach to a market-orientated approach. A business objective for companies in the New Economy must be to increase customer retention, leveraged by a customer-driven focus. An increase in customer retention will benefit the company - it is more expensive to acquire new customers than retain an existing customer base. This study argues that a customer-driven focus supported by the latest ecommerce processes and technology will assist companies in gaining and retaining a competitive advantage. The study will focus on the successes, and factors contributing to these successes, of Customer Relationship Management (CRM) software implementation. In addition to the above, the study will focus on the reasons why ROl (Return on Investment) on CRM implementation projects is inadequate in many cases. A further objective of this study will be to describe the main reasons why up to 60% of CRM implementations fail at first pass, and examine how to reduce this percentage significantly. The study will finally demonstrate that the critical question for managers is not whether a CRM system is necessary, but which products to implement and which factors to take into account before implementing the project.
AFRIKAANSE OPSOMMING: "Globally, businesses invested about $8 bill/ion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments wil/ grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii) Die deurlopend veranderende wêreld veroorsaak dat daar gedurig nuwe uitdagings en geleenthede in die besigheidswêreld ontstaan. Hierdie skielike veranderinge dwing besighede om in diepte te kyk na die manier waarop hulle besigheid doen. Dit sal onwys wees vir besighede om makro-ekonomiese vooruitskatting en scenario-beplanning te vermy. Besighede wat in hierdie onvoorspelbare omgewing wil oorleef, sal vaardighede moet ontwikkel om ratser en meer effektief te wees. Die ingrypendste veranderinge en uitdagings sal wees in die vorm van nuwe kompetisie waardeur besighede bedreig sal word - byvoorbeeld uit voorheen onverwagte sektore - asook veranderinge in verbruikersbehoeftes. Snelle tegnologiese ontwikkeling het nuwe besigheidsmetodes tot stand gebring, met gevolglike nuwe markte en nuwe besigheidspraktyke. Die wêreldmark maak dit nou vir verbruikers moontlik om inligting vinnig en betroubaar in die hande te kry - 24 uur per dag, 7 dae per week. Besighede sal nie 'n kompeterende voorsprong kan realiseer deur vaardighede in slegs een area te ontwikkel nie. Verbruikers is toenemend moeiliker om tevrede te stel, en dring aan op kwaliteit, flinkheid en realistiese pryse vir produkte en dienste. Verbruikers wil behandel word as individue met individuele behoeftes en nie as deel van 'n gesiglose massa nie. Segmentasie alleen kan besighede nie in hierdie verband help nie - die noodsaaklike skuif van 'n produkgeorienteerde benadering na 'n markgeorienteerde benadering sal teweeggebring moet word deur segmentasie wat ondersteun word deur spesifieke besigheidsprosesse en tegnologieë. Besighede in die Nuwe Ekonomie sal hulle ten doel moet stel om verbruikers te behou. Hierdie doelwit moet onderlê word deur 'n verbruikergedrewe fokus. 'n Toename in die behoud van verbruikers is voordelig vir die besigheid, aangesien dit duurder is om nuwe kliënte te werf as om 'n bestaande kliëntebasis te behou. Hierdie studie maak die aanspraak dat 'n verbruikergedrewe fokus, ondersteun deur die mees moderne e-handel prosesse en tegnologieë, besighede sal ondersteun in die verkryging en behoud van 'n kompeterende voorsprong. Die studie sal fokus op die suksesse, en die bydraende faktore tot sukses, wat kan volg op die implementering van spesifiek sagteware vir Kliënteverhoudinge Bestuur (Customer Relationship Management of CRM). Die studie sal verder fokus op die redes waarom die Opbrengs op Belegging (Return on investment of ROl) vir CRM implementasie projekte dikwels ontoereikend is. Die studie sal ook die hoofredes aangee waarom soveel as 60% van alle CRM implementasies met die eerste poging misluk, en ondersoek sal gedoen word na stappe om hierdie persentasie aansienlik te verminder. Die studie sal uiteindelik aan die hand doen dat die kritiese vraag vir bestuurders nie is óf 'n CRM stelsel noodsaaklik is nie, maar watter produkte geïmplementeer moet word, en watter faktore in ag geneem moet word voor implementasie.

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Hou, Pingyu. "Customer relationship management for banking system". CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2635.

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The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.

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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective". CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.

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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.

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Eggert, Sandy, e Norbert Gronau. "Marktüberblick : IT-Unterstützung im Customer Relationship Management". Universität Potsdam, 2005. http://opus.kobv.de/ubp/volltexte/2006/680/.

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Für viele Unternehmen hat sich der Stellenwert der Kundenbeziehung in den letzten Jahren nachhaltig verändert. Da Wettbewerbsfähigkeit häufig über die Beziehung zum Kunden definiert wird, ist den meisten Unternehmen die Bedeutung des Kundenwissens durchaus bewusst. Schon immer war die Beziehung zum Kunden für ein Unternehmen existenzkritisch, jedoch hat sich dazu die Situation auf den eigenen Absatzmärkten stark gewandelt. Durch den steigenden internationalen Wettbewerb kommt es zunehmend zu gesättigten Absatzmärkten und erhöhten Kostendruck. Weiterhin kommt seitens der Kunden ein höheres Erwartungsniveau sowie abnehmende Kundenloyalität erschwerend hinzu. Diese Gründe erfordern eine neuartige Kundenorientierung im Sinne eines umfassenden Kundenbeziehungsmanagement (engl. Customer Relationship Management, CRM).
Market research : Customer Relationship Management solutions:

For many companies the importance of costumer relations has changed decisively within the last couple of years. This article illustrates the present significance of costumer relationship management and presents CMR-Systems and their general features as well as specific CMR-functions in the German-speaking market.
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© GITO mbH Berlin

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Feliciano, Ana Rita Lemos. "Mobile Customer Relationship Management : questões de privacidade". Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/11221.

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Mestrado em Ciências Empresariais
As tecnologias de informação permitem um maior contato entre a organização e o cliente, como também auxiliam a perceber as necessidades e as preferências dos clientes, resultando na adoção de estratégias de Marketing com o objetivo de fidelizar o cliente. A gestão de relacionamento com o cliente (CRM - Customer Relationship Management) ajuda as organizações a satisfazer o cliente através de um relacionamento próximo. A gestão móvel de relacionamento com o cliente (MCRM ? Mobile Customer Relationship Management) funciona como uma ferramenta mais rápida e eficaz para publicitar os produtos e serviços das organizações. No entanto, existe uma questão fulcral nestes processos que é a privacidade dos utilizadores\clientes. Assim, este trabalho tem como objetivo perceber como são utilizadas as informações pessoais dadas às organizações através de aplicações móveis que podem influenciar na publicidade que se recebe de novos produtos e serviços, assim como, perceber a preocupação e importância que a privacidade tem para os utilizadores de aplicações móveis.
The information technologies allow greater contact between organization and customer, but also help to understand the needs and preferences of customers, resulting in the adoption of marketing strategies in order to build customer loyalty. The Customer Relationships Management (CRM) helps organizations satisfy the customer through a close relationship. The Mobile Customer Relationship Management (MCRM) works as a tool faster and more effective to advertise products and services of organizations. However, there is a major issue in these cases is that the privacy of users \ clients. Thus, this study aims to understand how it is used the personal information given to organizations through mobile applications that may influence the advertising we get from new products and services, as well as understand the concern and importance to the privacy of the users has to mobile applications.

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Kankam, Boadu Ama Achiaa [Verfasser]. "Customer Relationship Management and Customer Retention / Ama Achiaa Kankam Boadu". München : GRIN Verlag, 2019. http://d-nb.info/1199344958/34.

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21

Lam, Hoang Chau, e Qiuyun Li. "Does electronic customer relationship management affect customer satisfaction and trust?" Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24655.

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Aim: This paper aims to explore and to understand how the E-CRM affects customer satisfaction and trust from customer perspectives in electronic commerce. Method: The research is an exploratory and qualitative study. A multiple case study involving 3 Swedish companies with 12 face-to-face interviews in Gävle, Sweden, was chosen to collect the empirical data for this study. Data were coded by hands and structured in the form of tables in accordance with 7 codes categorized in 2 themes. Coded data were interpreted to investigate the research questions by using the inductive method. Result & Conclusions: This study found that live chat and e-service quality in E-CRM directly affect how satisfied a customer feel with a company in e-commerce, thus affecting trust as well. However, the findings also showed that not all customers could perceive all the effects of E-CRM on their satisfaction and trust. Suggestions for future research: Other features such as electronic word-of-mouth, internet branding or internet prices are suggested for the future research to have an in-depth understanding of E-CRM effects. Future studies may combine data from both company and customers to increase the validity and reliability. Furthermore, the population of samples could be collected in others cities or countries than in Gävle, Sweden to generalize the result more. The contribution of the thesis: This study contributes knowledge about E-CRM effects in Swedish e-commerce. Some differences related to existing theories were found in this research such as the effects of gender on trust or effects of prices on relationship building. Understanding the customer perspectives on E-CRM effects enables companies to have a proper E-CRM implementation and training for their organization and employees.

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Carr, Anthony A. "Customer equity management : the impact of strategy drivers and customer data management on customer equity outcomes". Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/62010/1/Anthony_Carr_Thesis.pdf.

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This research contributes to the field of customer equity by examining how important the strategy drivers of consumption and customer data management are in contributing to the value of the customer asset. A mixed methods approach focused on one sector: the Australian accommodation hotels. From this research, a deeper understanding of how to theorise, conceptualise and practice customer equity management has been achieved.

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Nabseth, Marie, e Brink Andrea Celing. "Customer Relationship Management : En studie om organisatoriska framgångsfaktorer och hinder vid en implementation av ett Customer Relationship Management". Thesis, Uppsala universitet, Institutionen för informatik och media, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-356372.

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Customer Relationship Management (förkortas CRM) är en affärsstrategi som möjliggörs med hjälp av teknologi och används av företag för att registrera samt hantera data och interaktioner med sina dåvarande, nuvarande och potentiella kunder. Att implementera ett CRM-system kräver ofta mycket engagemang och jobb. På grund av den stora omfattningen finns det utrymme för att saker kan gå fel. Studien avser att undersöka vilka organisationella framgångsfaktorer och hinder det finns när ett företag implementerar ett nytt CRM-system i sin organisation. Studien är en förklarande fallstudie som undersöker flera fall av CRM- implementationer med syfte att ställa dem mot varandra för en jämförelse. Empirin som studien bygger på har samlats in via flera intervjuer. Studien resulterar i ett antal definierade organisationella framgångsfaktorer och hinder som kan hjälpa både företag som implementerar ett CRM-system samt CRM-leverantör att utföra en lyckad implementation. Slutsatsen är därav att det finns ett flertal faktorer som påverkar resultatet av en CRM- implementation.

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Sperl, Friederike. "Customer-Relationship-Management profitabilitätsorientierte Bindung von Wohnungsmietern". Köln Immobilien-Manager-Verl, 2009. http://d-nb.info/995824495/04.

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Sinisalo, J. (Jaakko). "Mobile customer relationship management:a communication perspective". Doctoral thesis, Oulun yliopisto, 2010. http://urn.fi/urn:isbn:9789514263910.

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Abstract This study examines communication through the mobile medium in customer relationship management (hereafter mCRM). Although the academic research on mCRM is gradually evolving, there is still a lack of empirical research on this topical issue. Therefore, the purpose of this study is to begin to fill this gap by enhancing the theoretical and practical understanding of mCRM. The empirical part of the study is conducted as a qualitative case study. Seven Finnish companies utilizing the mobile medium as a communication channel in CRM were selected for the empirical analysis. Interviews, observations and personal experiences gained within those companies form the main sources of data. The main theoretical contributions of the present study to existing academic literature are as follows. First, the study proposes the conceptualization of the focal phenomenon of the study, mCRM, and further elicits the salient characteristics of it. Second, following the conceptualization, the study focuses on communication as the core of the interaction between the company and the customer via the mobile medium. Accordingly, the study sheds light on the key elements of the communication process within mCRM and its various phases. Third, the study founds a theoretical framework for mCRM; identifying the customer relationship management, mobile commerce and communication literature streams that define mCRM theoretically. Fourth, the study elaborates on the specific role of the mobile medium as a channel within CRM and highlights the ways in which it differs from all other channels within the multichannel CRM environment. Although mCRM communication has an inherent potential to benefit both company and customer, it has been utilized quite cautiously to date. This is rather surprising given that, compared to other channels, the mobile medium has an exceptional ability to reach people. In addition, greater utilization of the mobile medium could save time and money. This is because many face-to-face encounters could easily be replaced by communication through the mobile medium. The study offers guidelines on aspects ranging from the initiation of mCRM to actual communication through mCRM. Hopefully, the findings of this study will encourage managers, regardless of industry, to consider whether their company could provide added-value of any kind through the use of the mobile medium to benefit their customer relationships.

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Awan, Salman Ahmad, e Muzafar Said. "Loyalty Enhancing Communication for Telecom Customer Relationships : A Qualitative Study of Telecom Customers". Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-9522.

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The telecommunication business has been transformed in Sweden through the past few years. Previously telecom industry was under monopoly which has now been converted into more competitive market in which more competitors have entered and offering various alternatives of different kinds of services. TeliaSonera has been one of biggest telecommunication service providers in Sweden which is amalgamation between two big companies; Telia, a major Swedish company and Sonera which is Finish counterpart of Telia. Currently, TeliaSonera is offering various communication services to its customers such as Broadband, TV, Fix telephone connections and Mobile phone services. TeliaSonera is offering these services to both kinds of customers; i.e. business and residential customers.The purpose of this research project is to understand the telecom customers‟ switching behavior in detail by distinguishing between two different kinds of customer experiences which are active customers and passive customers, based on their specific characteristics and to learn to design a communication that is effective not only for one kind of customers‟ e.g. active customers but also for passive customers that have been found challenging regarding communication reception generally. By analyzing the outcomes, researchers would be able to demonstrate different features which need to be taken under consideration while communicating to each of these customers. The research has been carried out with an explorative research approach and qualitative interviewing with 13 students of Karlstad University in two parts. Through this research process, the researchers have built the understanding regarding what triggers influence the customers to switch and what kind of communication attracts them in order to make a decision about staying with current operator or switching to the new one. The theoretical framework is constructed on previous research on customer behavior, customer relationship management and contemporary written communication in the field of service management and marketing.The results of the research show that passive customers are more inclined towards the communication that focuses mainly on cheaper price options and they should be frequently communicated the cheaper options whereas active customers mainly search actively for the moreiiirich information therefore they should be communicated various innovative services and beneficial packages through social networking platforms and emailing newsletters.
LET-Project

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27

Sölgén, Samuel, e Daniel Wiklund. "Customer Relationship Management Strategy in Swedish Football Clubs". Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6071.

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Abstract (sommario):

Aim of the Thesis: To investigate the practice of using a CRM strategy in football clubs by comparing earlier successful and unsuccessful CRM implementations by football clubs and study fan relationship theories in a large Swedish football club, thereby presenting guidelines on how to further develop a CRM strategy in a Swedish football club.

Methodology: A quantitative approach and a qualitative approach have been used, first collecting empirical data on supporter views through a questionnaire further strengthened by gathering empirical data through an interview. The quantitative data has been presented with descriptive statistics and the qualitative data has been analyzed using a realist approach.

Theoretical Perspectives: A literature review has been conducted and resulted in a theoretical framework illustrating the concepts of benefits and risks with CRM, fan relationship marketing, CRM implementation process, CRM systems in football clubs, and supporter loyalty. A research model, “FRM implementation process” has been developed from the theoretical findings.

Empirical Data: The quantitative empirical data has been collected by distributing a questionnaire to supporters of AIK Fotboll. The qualitative empirical data has been collected through interviews with the head of sales and marketing within AIK Fotboll AB.

Conclusion: A CRM strategy can benefit Swedish football clubs in areas such as to better capture customer data, better communication between the club and its supporters and provide customized offers as long as the supporters are informed about the changes in strategy. In order for Swedish football clubs to successfully implement a CRM strategy they need to ensure adequate financing and management commitment since an unsuccessful implementation can be devastating to a Swedish football club’s finances.

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Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited". Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.

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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer relationship management was designed to guide the study. Specifically, this study examines the customer relationship marketing strategies of banks in a developing country like Ghana using Intercontinental bank as a case study. The study employed quantitative research techniques. Semi-structured questionnaire was designed for the study. The findings show that the bank is doing well by maintaining the relationship it initiates with its clients but must work on improving the number of contact time with them as e-CRM provides them with the opportunity to do so. However, a significant finding from the study is the realization that majority of respondents were willing to recommend the bank to others an indication that they were happy with the level of service at the bank. Although significant portion of those who considered the possibility of leaving indicated that they will do so because of delayed transactions. It is in the light of this that the research is said to play a significant role in the banking sector and for the nation as a whole.
P.O.Box 3077, Kaneshie, Accra Ghana. 0233 244184980/0233 271015288

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29

Wu, Xueying, e Jingfang Zhao. "Relationship Management of key Customers - in B2B". Thesis, Jönköping University, Jönköping University, Jönköping International Business School, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-9557.

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30

Kolbe, Lutz Maria. "Processes and systems for integrated customer relationship management /". St. Gallen, 2005. http://aleph.unisg.ch/hsgscan/hm00132039.pdf.

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31

Schubert, Virginie Annelaure. "XRM: integrated customer relationship management for pharmaceutical innovations". [S.l.] : [s.n.], 2005. http://deposit.ddb.de/cgi-bin/dokserv?idn=975678450.

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32

Cetin, Filiz. "Customer Relationship Management System Design For Metu-online". Master's thesis, METU, 2003. http://etd.lib.metu.edu.tr/upload/2/1063387/index.pdf.

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Abstract (sommario):

METU-Online, a distance education tool developed and maintained by Middle East Technical University (METU) Informatics Institute, can be defined as Customer-to-Business-to-Customer (C2B2C) e-business. In this thesis, a new design and improvement of this system based on Customer Relationships Management (CRM) is presented. With this approach a CRM system is designed, an organizational change is recommended, customercentered business processes are improved to a certain extend, a CRM data warehouse is broadly defined and a basic reporting system is designed. The result of a system analysis of METU-Online, methods used in this analysis, and the CRM model and the recommended design are presented.

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33

Bulander, Rebecca. "Customer-Relationship-Management-Systeme unter Nutzung mobiler Endgeräte". Karlsruhe : Univ.-Verl. Karlsruhe, 2008. http://d-nb.info/989769992/04.

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34

Zambrzycka, Renata. "Modern event history analysis in customer relationship management /". München : Dr. Hut, 2006. http://www.gbv.de/dms/zbw/507922964.pdf.

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35

Steinrud, Anders. "Designing Usability in a Customer Relationship Management System". Thesis, Uppsala universitet, Institutionen för informationsteknologi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-192718.

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Abstract (sommario):

The need for Customer Relationship Management (CRM) systems are born from the need of a good overview of the company's customer interactions, but how do you produce a system design of an easy to use and usable environment from scratch without knowing what is out there and with only two potential users at hand? With an iterative approach of evaluating every answer from a few basic, open ended questions and the use of paper prototypes the system was gradually designed from the needs and wants of the actual users. Finally this thesis resulted in a concept of a CRM system which will fill the basic needs of such a system, furthermore it has ideas on how to expand its functionality to become a full fledged system that could compete with existing systems on the market.

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36

Augustsson, Hvit My, e Daniel Odell. "Användning av Customer Relationship Management hos svenska klädföretag". Thesis, Högskolan i Halmstad, Sektionen för ekonomi och teknik (SET), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23132.

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Dagens klädföretag vill alltid förbättra sina relationer till kunderna som gör att kunderna blir lojala och stannar hos företag. Företag befinner sig i en väldig konkurrenskraftig bransch vilket innebär att hela tiden hålla kunderna nöjda och försöka möta deras behov. Fler och fler börjar använda sig av CRM-system för att behålla de kunder de har och skaffa nya. Med hjälp av dessa system kan företagen se varje individs köpbeteende och sedan använda denna information för att göra marknadsföring och möjliga rabatter personliga. Vårt syfte med denna studie var att se hur och om tre svenska populära klädföretag arbetar med CRM för att uppnå kundlojalitet och om de inte använde något system, hur de gjorde i så fall. Därför gjorde vi en kvalitativ studie på företagen. För att kunna ha en motpol gjorde vi även en kvantitativ studie på konsumenter, på så sätt fick vi en bild av hur konsumterna ser på kundlojalitet samt vad de anser är viktigt när de handlar kläder, både i butik och via internet. Vi använder oss därför av en abduktiv ansats i denna uppsats eftersom det är en blandning mellan induktiv och deduktiv.
Today's fashion companies always want to improve their relationships with customers that allows customers to become loyal and stay with companies. The fashion companies are in a very competitive industry which means constantly keeping customers happy and try to meet their needs. More and more companies are starting to use the CRM system to keep the clients they have and also gain new ones. Using these systems, businesses can ensure each individual's shopping behavior and then use this information to make marketing and possible discounts more to the persons wants and needs. Our purpose in this study was to see whether and how three popular Swedish clothing companies work with CRM to achieve customer loyalty, and if they did not use any system, how they did instead. Therefore, we did a case study on these companies. In order to have an antithesis, we also did a case study on consumers, so we got a picture of how consumers look on customer loyalty and what they consider important when buying clothing, both in stores and online. We use, because of that, an abductive onset in this paper because it is a mix between inductive and deductive.

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37

Nguyen, Bang Xuan. "Customer relationship management (CRM) and perceptions of unfairness". Thesis, Oxford Brookes University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.532052.

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This study concerns the role of CRM in enhancing and maintaining fairness in relationships between a firm and its customers. This study has two aims. The first main aim of this research is to understand how customers form perceptions of unfairness of CRM by investigating the influence of CRM offerings on the advantaged and disadvantaged customers in the retailing sector. The second aim is to develop a comprehensive model of perceptions of unfairness in a CRM context and to empirically test the relationships between CRM offerings, relationship stage, inequality comparisons, negative inferences and unfairness feelings. Data collection was conducted in 3 phases using a mixed method approach, including an exploratory-, pilot-, and main study. Several modes of interviews were conducted, including face-to-face, telephone interview and email enquiries. The survey for the main study generated a response rate of 13.75%. The findings from the mam study provided insights for both academics and practitioners. It was found that CRM offerings can be effective in managing perceptions of unfairness. Efforts should be emphasised in preventing inequality comparisons by altering negative inferences into positive inferences. This study further provided significant insight into the implications for marketers in understanding the differential effectiveness of a firm's CRM offerings on the advantaged- (favoured) and disadvantaged (unfavoured) customers. Service and communication concern the advantaged customer more strongly, whilst price issues concern the disadvantaged customer more strongly. Customization and reputation did not exert a statistically significant influence on the two groups and their feelings of unfairness. This study starkly reveals the importance of understanding the role of unfairness in customer relationship management. It allows managers to develop a better grouping of their customers; to identify the group which needs more attention; and, to deploy appropriate action In order to retain those customers and to maintain customer loyalty

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38

Hsu, Chu-Ling, e 許筑菱. "Total Customer Relationship Management". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/28440916250201088239.

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Abstract (sommario):

碩士
長榮大學
企業管理學系碩士班
94
From reviewing literature pertaining to customer relationship management (CRM), most literature always focused partially issues, such as profitable customers, customer segmentation, information technology, or value creation. A comprehensive viewpoint coming out in this study is going to propose a concept of “total customer relationship management（TCRM）”, which intends to describe that CRM is not a responsibility solely belonging to a department of an organization. In this research, the quality management system model of ISO 9001:2000 is introduced as the framework companying CRM issues from reviewed literature and written documents. Since the integration of the total quality assurance system and CRM issues, CRM becomes a mission covering all members, resource, processes, and endeavor of an organization to form the TCRM conception.

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39

Chang, Tzu-Ting, e 張姿婷. "Customer Relationship Orientation, Customer Knowledge Management and Customer Relationship Management Performance: The Moderating Effect of Environment Effects". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/78t8v2.

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40

Wu, Hsin-Ying, e 吳欣穎. "Adoption of customer relationship management". Thesis, 2000. http://ndltd.ncl.edu.tw/handle/64836770065961173163.

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Abstract (sommario):

碩士
國立臺北大學
企業管理學系
88
As the global competition become more and more intense, and the development of information technology and business management tool. Many enterprises start to face the inside and outside organizational problems, especially the customer related issues. Hence, customer relationship management has become one of the most important works of all companies. The research is focus on the model constructing of customer relationship management of enterprise. At the very beginning, the research discussed about the customer services related theory and built the base of customer relationship management model. Then we studied the real world information technology issues and consolidated the most key items for this model. Finally, both of these two parts are combined into the complete model and then been validated by the case study. There are four base customer core relationships in the complete framework, customer acquisition, customer purchasing, customer service and customer analysis. Also we can diversify them into eight customer relationship steps as current customer penetration, potential customer development, sales activity development, customer services management, call center management, customer information analysis, knowledge management build and marketing strategy adjustment. Also the information technology is used to assist the work of customer relationship management. After the complete framework has been build, the case study is used to validate this model. Different industries (financial services and general services) and different customer core relationship (customer acquisition and services analysis) has their own proper IT and management mode. All business should adopt the CRM framework by company character and demand, then they can build the most efficient customer relationship management model, create customer satisfaction and increase the profit.

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41

Shuang, Chan Chiu, e 詹秋霜. "Applying Knowledge Management to Customer Relationship Management". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/29396268299577411575.

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Abstract (sommario):

碩士
南台科技大學
工業管理研究所
91
The implementation of e-business applications has continuously grown in a seemingly unabated fashion worldwide. The trend in marketing toward building relationships with customer continues to grow, and marketers have become increasingly interested in retaining customers over the long run. Many companies are transforming themselves to customer-focused organizations nowadays and the importance of establishing Customer Relationship Management (CRM) to understand better what their customers want is getting more and more recognized. Knowledge Management (KM) is the process of managing organizational knowledge from creating business value that will focus on creating and delivering innovative products or services and managing relationships with existing key stakeholders in the context of Customer Relationship Management (CRM). The value of KM and CRM is well recognized by many leading companies. This study tries to demonstrate what, how, and why industry needs CRM and KM. Moreover, this study presented a conceptual model and see how KM can help CRM implementation. This study has taken a beauty enterprise as an example and focused on its franchise stores to perform a field study. The questionnaires were sent by its headquarter and all returned. There were 30 available responses from 35 franchise stores in Taiwan and 66 available responses from 70 franchise stores in China. There were some suggestions coming out as follows. 1. There is no significant difference between current and future position in all dimensions of the value compass model in Taiwan. However, there is significant difference between current and future position in value proposition design, value-added role, and reward and risk sharing dimensions of the value compass model in China. Although there is difference between Taiwan and China currently, they have the same future view on the value compass model. In the Customer connection strategies dimension, the franchise stores in Taiwan are doing better for customer connective technologies and customer economics. The franchise stores in China are doing better for customer knowledge. 2. It is important for the franchise stores in Taiwan to focus on getting more knowledge about best practices and problems through knowledge creation and share to promote hard and soft measures. The franchise stores in China should focus on getting more knowledge about products and services and markets through knowledge store and capture to promote hard and soft measures. 3. The case enterprise should focus on “select” knowledge about markets, customers, orders, and problems；”capture” knowledge about best practices and orders；”share” knowledge about best practices；”create” knowledge about problems and “store” knowledge about markets, competitors, and best practices. Moreover, this study presented a conceptual model to see how KM can help CRM implementation. The result of the study could be consulted by the other industry to create their KM and CRM framework.

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42

Lin, Yu-Ju, e 林育如. "The effect of customer relationship management process on customer relationship management performance—be moderated by knowledge management". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/43090603395171382097.

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Abstract (sommario):

碩士
南台科技大學
行銷與流通管理系
94
For the market competition is fierce in recent years, the enterprises in order to keep the competitive advantage, they have to focuses on their customers. For that reason, the customer relationship management becomes very important. However, customer relationship management is a popular issue, there are few literatures discussed about the performance of the processes of customer relationship management, then the practitioners can’t understand how to evaluate the performance of customer relationship management processes. Moreover, many researchers think that customer relationship management could be implemented well if the data of customers can be used to selected and sorted by knowledge management. Although many researches suggested that knowledge management has apparent influence on performance of customer relationship management, there are not enough empirical supports to prove knowledge management how to influence the performance of customer relationship management. In this research, there are two main purposes: (1) empirically investigate the CRM performance consequences of implementing CRM processes, and (2) empirically examine whether knowledge management can influence the customer relationship management process and the performance of customer relationship management. The research questionnaires are sent to the industries in Taiwan and use multi-regression to test this research.

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43

Ling, Yu-Mei, e 凌毓鎂. "The associated relations of customer relationship management resources, customer relationship management practices and customer voluntary behavior: A case of customers at Taiwan Taoyuan international airport". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/773h5x.

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Abstract (sommario):

碩士
國立東華大學
國際企業學系
95
In the recent years, as international airlines have emerged into competitive markets, many airlines have turned to customer relationship management (CRM). Moreover, airline companies also take advantage of customer data management to support them to obtain greater insights into their customer needs. This study investigates CRM resources of companies which have customer data management, relational selling behavior, cultural compatibility, and absorptive capacity to CRM practices including transparency and customization and customer voluntary behavior. Sampling population was taken from international airlines at the Taoyuan International Airport in Taiwan. Empirical results indicate that there are positive relationships on the targeted hypotheses that show that different CRM resources directly influence the practices of companies and improve customers’ voluntary behavior for companies. Our findings can provide the airline organizations to invest in and develop these resources of companies, and apply them toward improving their practices and building their services that can meet the passengers’ expectations and needs.

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44

Li, Pei-Chi, e 李珮齊. "The Relationship among Customer Relationship Management, Relationship Quality, and Customer Life time Value- A Study Based on Customer's Viewpoint". Thesis, 2009. http://ndltd.ncl.edu.tw/handle/77290709801565916239.

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Abstract (sommario):

碩士
國立勤益科技大學
企業管理系
97
In the customer-oriented era, customers dominate the future of a company. Therefore, customer relationship is an important intangible asset. A company has to understand the real needs of customers so as to effectively catch business opportunities. In the hotel industry, service providers have a direct and close relationship with customers. It is especially necessary for them to maintain customer loyalty through customer relationship management. This paper focuses on the hotel industry to investigate the effect of customer relationship management on relationship quality, i.e. to find out if customer relationship management has significant effect on customer satisfaction, loyalty, and commitment. In addition, it also examines whether relationship quality affects customer lifetime value, i.e. whether customer utilization, loyalty, word-of-mouth, and purchase intention can be enhanced with the increase of relationship quality. In this study, Multivariate Analysis of Variance (MANOVA) is used to investigate if significant differences exist in the relationship among Customer Relationship Management, Relationship Quality and Customer Lifetime Value from different preference groups on hotel type. Meanwhile, Linear Structure Equation Model (SEM) is used to analysis the relationship and strength among Customer Relationship Management, Relationship Quality, and Customer Lifetime Value. This study was focused on the industry of hotels and B&B inns, so questionnaires were administered to consumers who have stayed in hotels or B&B inns in Taiwan. A total of 688 valid responses were collected and analyzed. Result showed: (1) There are significant differences in the perception of customer relationship management actions, satisfaction, trust, commitment, utilization, loyalty, and purchase intention among consumers with different preferences on hotel type, indicating that hotel type is an effective segmentation variable. (2) Significant and positive relationship exists on the views of the effects of Customer Relationship Management and Relationship Quality on Customer Lifetime Value from consumer groups of different preferences on hotel type. (3) It was found from linear Structure Equation Model that the action of Customer Relationship Management has positive influence on Relationship Quality, and Relationship Quality has positive effect on Customer Lifetime Value. (4) Consumer groups of different preferences on hotel type have partial interference effect on the relationship among the action of Customer Relationship Management, Relationship Quality and Customer Lifetime Value, that is, groups of different preferences on hotel type show significant difference on the strength of partial relationship path.

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45

Cheng, Kuei-Yi, e 鄭珪鎰. "The Effect of Customer Relationship Management from Customer Perspectives on Relationship Value". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/24236320511621650160.

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Abstract (sommario):

碩士
國立中興大學
企業管理學系研究所
92
The main purpose in this study is to probe into the customer relationship management from customer perspectives and to find out its effect on relationship value in travel agency and bank industries. After the information collection from some significant interviews for managers and integrating some previous papers, I find out some important factors that customers emphasize in the process of customer relationship management, including interpersonal and internet communication, customer relationship investment and the response of the customers’ needs. The strategies which the company makes to reply for the customers’ needs contain serving in real time, professional service, personalized service and protect the privacy of our customers. The experiment results are followings: (1) in the communication strategies, the company should integrate all different communicating channels because different communicating tools have different strength and weakness. From this study, interpersonal communication can increase the trust; however, the internet still cannot be trusted. (2) internet communication can improve the relationship value through the two mediators, bond and customer relationship expectation. In addition, both internet communication and complete services to response the customers’ needs can significantly strengthen the bond in the relationship. (3) the bond in relationship doesn’t have mediating effect. It’s probably because the bond will be perceived as the increase of switch cost in the relationship. (4) internet communication, customer relationship investment and the complete services to reply for the customers’ needs can increase the customer relationship expectation. However, interpersonal communication doesn’t have the significant effect. (5) compared with trust, customer relationship expectation has greater influence on relationship value and is more important in building customer relationship.

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46

Tien, Li-Wei, e 田力維. "The Study of Relationships between Customer Relationship Management, Relationship Quality, Customer Satisfaction and Customer Loyalty -A Case of Religion Foundation". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/58398278307936734275.

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Abstract (sommario):

碩士
明道大學
產業創新與經營學系碩士班
99
The differences between nonprofit orginizations and profit organizations are the earning distributing methods and establishing goals, and we hold nonprofit orginizations need customer loyalty as much as profit organizations do. This comes to our research motivation.We yearn for understanding how this religion foundation operates its customer relationship management and try to figure out the relationship between customer relationship management, relationship quality, customer satisfaction and customer loyalty. The empirical results support our hypothesis. First, customer relationship management positively effects customer satisfaction. Second, relationship quality positively effects customer satisfaction. Third, customer satisfaction positively effects customer loyalty. Forth, customer satisfaction is the mediated variable between customer relationship management and customer loyalty. Fifth, relationship quality is the mediated variable between customer relationship management and customer loyalty. We consider future research can describe the characteristic of branch leaders much clearer and focus the relationship among branch leaders’ characteristic, leading capability, customer satisfation and loyalty.

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47

Wu, Changyang, e 吳昌陽. "The relationship between customer relationship management, corporate image and customer loyalty research - banking wealth management business". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/38970594860377677773.

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Abstract (sommario):

碩士
中國文化大學
國際企業管理學系
100
Facing the fierce competition of the domestic financial environment, the domestic bankers should ponder over how to reinforce the relationship with customers in such a fierce industrial environment so as to improve the customer loyalty for more profits. Taking the management of customer relationship as an independent variable,the re-search explores the relationship between the customer management and customer loy-alty in banking industry, and further explains the correlation betweenthese two variables by means of the intervening mechanism in the enterprise image. Adopting the method of standard sampling, the research invited 12 financial consult-ants in the banks where graduate students are working todistribute questionnaires to those who purchased financial products. A total of 219 valid samples were collected. Through the hierarchical regression model, the results show that the management of the customer relationship presents a significantly positive relationship with the enterprise image and customer loyalty. Additionally, the enterprise image shows a significantly positive relationship with the management of customer relationship and customer loy-alty. The research results can be used as the references for the banking operation.

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48

Chiang, Neng You, e 江能右. "Customer Relationship Management- Enterprises Improve Customer Value by IT". Thesis, 2001. http://ndltd.ncl.edu.tw/handle/31403372519745643453.

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Abstract (sommario):

碩士
國立臺北大學
企業管理學系
89
Today, enterprise advantages come from the innovation of products and services are short, and building long-term relationships with customers becomes only way that help enterprise obtain success in their industries. The research combines theories and practical applications, and focuses on constructing an integrated CRM (Customer Relationship Management) system. Then through this system, we can analyze how information technologies influence management processes and customer value. At the very beginning, the research discussed about the CRM related theories and built the base of CRM system. Then we studied the real world CRM solutions and consolidated the most key items for this system. Finally, both of these two parts are combined into the integrated CRM system and then been validated by the case study. CRM can help enterprises understand customers’ need, search proper customers, offer integrated services, obtain transaction information, adjust marketing strategies, improve customer satisfaction, and so on. On the other words, the operation method of CRM is that an enterprise uses information technologies to support management processes basis of customers’ advantages improvement. According to System School concept, there are three main aspects in integrated CRM system, core relationship aspect, customer management aspect, and information technologies aspect. After detailed studying, there are some conclusions in this research. Based on the transaction characteristics of industries, the individual customer identifying ability of companies are different. The individual customer identifying ability would influence CRM operation effect of enterprises, and causes different CRM operation methods. Besides, enterprises should select proper information technologies based on their industry characteristics. The degree of information technologies development would influence directly customer management aspect and core relationships aspect.

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49

Mota, Rita Margarida Vieira. "Customer relationship management field lab at PCDIG: Customer segmentation". Master's thesis, 2019. http://hdl.handle.net/10362/68868.

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The purpose of this study is to suggest a segmentation model that best suits PCDIGA’s resources and its customer database. To achieve this, an extensive analysis was carried out about the company, which was combined with literature research regarding the subjects of customer relationship management and segmentation. As a result, a segmentation was proposed, which was tested through an online survey that reached over 4 000 individuals. Recommendations were drawn for the company to develop the resulting 7 segments according to their potential and value produced.

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50

Lin, Ying-Yu, e 林穎瑜. "The Integration between Customer Relationship Management and Customer Cost and Profit Management". Thesis, 2018. http://ndltd.ncl.edu.tw/handle/42bt64.

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Abstract (sommario):

碩士
國立政治大學
會計學系
106
With the rapid development of science and technology, along with the increasingly fierce global competition environment, the importance that companies place on customer relationship management has also increased. However, if companies are constantly pursuing an increase in customer volume, they ignore the value created by each customer for the company. This may have the opposite effect. In the past, it was very easy for a company to consider only the cost of goods sold, ignoring the cost of the resources it invested in customers, which led to an underestimation of costs and an overestimation of profits. At the same time, due to the inability to correctly measure the cost and profit of customers, it may lead to mistakes in resource allocation during customer relationship management and waste of valuable resources. Therefore, how to obtain the correct measurement information and make good use of its information to make appropriate resource allocation decisions in order to facilitate better customer relationship management is an issue that companies should pay attention to and the opportunities and challenges they face. 　　Therefore, this study uses a special chemical case company as the research object. Through APP and AVM systems as tools, this study will explore the reasons, methods, and expected benefits of integrating customer relationship management with customer cost and profit management. This study also proposes research proposals and hopes to serve as a reference for case company or other companies in the future to integrate customer relationship management with customer cost and profit management.

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Tesi sul tema "Customer relationship management"

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