Tesi sul tema "Relationship management"
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Karantinou, Kalipso. "Relationship management in management consultancy:". Thesis, University of Manchester, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.490145.
Testo completoTse, Sin Yan. "Two essays on interfirm relationship management". HKBU Institutional Repository, 2019. https://repository.hkbu.edu.hk/etd_oa/679.
Testo completoBalogun, Foluke. "Measuring Perceptions of the Relationship Between Faculty Members and Kent State University From A Public Relations Perspective". Kent State University / OhioLINK, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=kent1248015849.
Testo completoArndt, Oliver H. "Fähigkeiten im Customer Relationship Management /". Bamberg : Difo-Druck, 2009. http://aleph.unisg.ch/hsgscan/hm00264325.pdf.
Testo completoVoss, Julian. "Customer-Relationship-Management im Agribusiness". Göttingen Sierke, 2008. http://d-nb.info/989845397/04.
Testo completoSuárez, 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.
Testo completoFil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.
McGhee, Patrick. "Relationship accounts as identity management". Thesis, University of Oxford, 1987. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.670363.
Testo completoДядечко, 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.
Testo completoEggert, Sandy, e Norbert Gronau. "Marktüberblick : IT-Unterstützung im Customer Relationship Management". Universität Potsdam, 2005. http://opus.kobv.de/ubp/volltexte/2006/680/.
Testo completoMarket 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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Graham, Lydia, e n/a. ""Walking together" : the elements of the retrospective construction of safety in marriages where the wife is a survivor of incest". University of Canberra. Education, 2002. http://erl.canberra.edu.au./public/adt-AUC20050411.140236.
Testo completoSakurai, Hideko. "Social Rationality of Islamic Management : Reevaluation of Relationship-Oriented Management". 名古屋大学大学院経済学研究科附属国際経済政策研究センター, 2012. http://hdl.handle.net/2237/16289.
Testo completoFeliciano, 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.
Testo completoAs 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.
Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierungen /". Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://dx.doi.org/10.1007/3-8350-5705-7.
Testo completoHedin, 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.
Testo completoFelix, Amoah. "Customer relationship management practiced by KOSAB". Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.
Testo completoRentzmann, René. "Text mining im Customer-relationship-Management". Hamburg Kovač, 2007. http://d-nb.info/987473808/04.
Testo completoRentzmann, René. "Text Mining im Customer Relationship Management /". Hamburg : Kovač, 2008. http://www.verlagdrkovac.de/978-3-8300-3510-7.htm.
Testo completoGreve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierung". Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://www.gbv.de/dms/zbw/510620310.pdf.
Testo completoWong, 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.
Testo completoLigthelm, Verina. "Customer relationship management solutions in organisations". Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52753.
Testo completoENGLISH 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.
Голишева, Євгенія Олексіївна, Евгения Алексеевна Голышева e Yevheniia Oleksiivna Holysheva. "Relationship management of ukrainian enterprises-innovators". Thesis, ТОВ «ТД «Папірус», 2011. http://essuir.sumdu.edu.ua/handle/123456789/28058.
Testo completoHou, Pingyu. "Customer relationship management for banking system". CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2635.
Testo completoLowther, Dwain Eldred. "Customer relationship management: A financial perspective". CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.
Testo completoCESARANI, MAURIZIO. "Global Network, Outsourcing and Relationship Management". Doctoral thesis, Università degli Studi di Milano-Bicocca, 2015. http://hdl.handle.net/10281/88619.
Testo completoAbstract eng Globalisation has made the competitive relationships increasingly important and dynamic. Big corporations have created global business networks to tackle the high competitive markets and to optimize the production and distribution processes. Particularly from the point of view of production, it is increasingly common the use of outsourcing of products and functions to the participants of the network. It is therefore vital organizing and managing relationships with suppliers and with outsourcing partners. In this sense, the outsourcing partner takes an active and competitive role: it must not only provide a product or service at a lower cost, but also integrate with the system of value and competences of the company.
Melo, Miguel Araújo Tavares de. "Fan Relationship Management : um estudo de caso de uma organização desportiva". Master's thesis, Instituto Superior de Economia e Gestão, 2020. http://hdl.handle.net/10400.5/21123.
Testo completoNuma era onde os avanços tecnológicos têm impactado diversos setores de atividade, as organizações procuram encontrar diversas formas de obter vantagens competitivas face à sua concorrência. Neste sentido, um dos setores onde se têm assinalado grandes mudanças é o desportivo. Contudo, e apesar de muitas organizações desportivas disporem de elevados volumes de informação, estas não implementam as estratégias adequadas que lhes permitam o aumento das receitas e da sua reputação num panorama social. Assim, surgiu a necessidade destas organizações reorientarem o foco da sua visão e da sua estratégia para o coração do seu negócio: os adeptos. Deste modo, o foco passa por criar, desenvolver e melhorar as relações com estes, expandindo a marca e aumentando o grau de lealdade da massa associativa, com a finalidade de aumentar receitas e de desenvolver um ambiente saudável em torno da organização. Neste trabalho, que teve por base um estudo de caso a uma organização desportiva, irá ser abordado o conceito de Fan Relationship Management, a forma como a visão e os sistemas de informação da organização impactam as relações com os adeptos e, ainda, as estratégias que devem ser adotadas para aumentar a lealdade destes. Assim, foram realizadas entrevistas e um questionário aos adeptos. Os resultados destas abordagens foram positivos, permitindo concluir que a estratégia da organização está bem definida e focada nos adeptos, as campanhas têm aumentado a lealdade dos adeptos, existe uma elevada intensidade de interação dos adeptos para com o clube e, finalmente, os adeptos sentem-se reconhecidos pelo clube.
In an era where technological advances have affected several sectors of activity, organizations are seeking to find different ways to gain competitive advantages. In this context, one of the sectors where some of the biggest changes have been noted, at the level of the instruments and processes used, is the sports. However, and despite the fact that many sports organizations have high volumes of information, they do not implement the appropriate strategies to increase revenues and their reputation in a social panorama. Thus, the need arose for these organizations to refocus their vision and strategies on the heart of their business: their supporters. This way, the focus is on creating, developing and improving relationships with them, expanding their brand and increasing the level of loyalty of the associative mass, with the aim of increasing revenues and developing a healthy environment around the organization. This paper, which was based on a case study of a sports organization, will discuss the concept of Fan Relationship Management, the way the vision and information systems of the organization affect the relationships with the fans and the strategies that should be adopted to increase their loyalty. To achieve this, interviews were conducted and a questionnaire to the supporters. The results of these approaches were positive, concluding that the organization's strategy is well defined and focused on the fans, the campaigns have increased their loyalty, there is a high intensity of interaction of the fans with the club and, finally, they feel recognized by the club.
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Gunasegaran, A. "Employee relationship planning (ERPII)". Thesis, Coventry University, 2009. http://curve.coventry.ac.uk/open/items/b2f96d06-6463-b900-a09b-693f3e988b09/1.
Testo completoConstable, Stephen J. "Relationship quality and relationship value as key drivers of relationship satisfaction and long-term orientation in buyer-seller relationships : the case of the UK electrical and electronics industries". Thesis, Kingston University, 2009. http://eprints.kingston.ac.uk/20873/.
Testo completoSimmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue". ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.
Testo completoKittelberger, Tess. "The relationship between hotel managers' communication styles and subordinate employee attitudes and personal relationships /". Online version of thesis, 2009. http://hdl.handle.net/1850/8481.
Testo completoNabseth, 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.
Testo completoWu, 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.
Testo completoSperl, Friederike. "Customer-Relationship-Management profitabilitätsorientierte Bindung von Wohnungsmietern". Köln Immobilien-Manager-Verl, 2009. http://d-nb.info/995824495/04.
Testo completoGallinaro, Jacopo <1991>. "Customer Relationship Management in the airline industry". Master's Degree Thesis, Università Ca' Foscari Venezia, 2017. http://hdl.handle.net/10579/11495.
Testo completoGiasi, Elena <1991>. "Electrolux Spa approach to Supplier Relationship Management". Master's Degree Thesis, Università Ca' Foscari Venezia, 2018. http://hdl.handle.net/10579/13422.
Testo completoSölgén, 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.
Testo completoAim 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.
Lundgren, Emilie, e Yamila Mingo. "Faktorer som påverkar kunders relation till ICA". Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-21962.
Testo completoLönnevik, 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.
Testo completoBackground 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.
Broman, Johanna, e Patricia Lundin. "CRM systems management and use : From retail stores perspective". Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-17125.
Testo completoKeating, Michelle. "Major League Baseball Franchises and Their Minor League Players, Maintaining a Relationship on and off the Field". [Tampa, Fla.] : University of South Florida, 2008. http://purl.fcla.edu/usf/dc/et/SFE0002384.
Testo completoSelk, Bernhard. "Entwicklung einer integrativen Informationssystemarchitektur für Customer-relationship-Management und Supply-chain-Management". Hamburg Kovač, 2005. http://www.verlagdrkovac.de/3-8300-2075-9.htm.
Testo completoGerlach, Sabine. "Relationship Management im Agribusiness". Doctoral thesis, 2006. http://hdl.handle.net/11858/00-1735-0000-0006-AB7B-8.
Testo completoYang, Han-Ju, e 楊涵如. "Effects of Customer Management Relationships and Relationship Benefits on Relationship Quality and Loyalty". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/97325360688436851640.
Testo completo國立中興大學
高階經理人碩士在職專班
95
As marketing entered the 1990s things appeared to be going from bad to worse. Companies were beginning to question the large expenditure on marketing without a m- easurable return on investment that had been assumed in past decades. Most western co- untries were becoming largely service-led economies,so it has to be stressed that the iss- ue of perceptive gaps between customers and companies. It was frequently acknowledg- ed that customer supremacy, the central tenet of marketing, although rational in principl- e was fawed in practice. The present study aims to investigate the effects of customer management relati- onships and relationship benefits on relationship quality and loyalty.According to New- ell (2003), customer management relationships including two dimensions:customer par- ticipation and high permission intensity. Base on Hennig-Thrau et al.,(2002), these vari- ables were further categorized into two or three dimensions. That is, relationship benefi- ts consist of confidence benefit, social benefit ,and special treatment benefit, whereas relationship quality in composed of satisfaction and commitment. In respect of experiment, our study targets at customer who accept bank or touri- st services,and we obtain 301 useful questionaires by convenience sampling. The findings are summarized as follows: 1. While the effect of social benefit on relationship quality is not significant, co- fidence benefit and social benefit positively affect the two dimensions of rela- tionship quality. 2. The two dimensions of relationship quality positively affect loyalty in which satisfaction has the strongest effect on loyalty. 3. The two dimensions of customer management relationships positively affect relationship quality. 4. While customer participation on loyalty is not significant, high permission intensity positively affect loyalty.
Shuang, Chan Chiu, e 詹秋霜. "Applying Knowledge Management to Customer Relationship Management". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/29396268299577411575.
Testo completo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.
Hsu, Chu-Ling, e 許筑菱. "Total Customer Relationship Management". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/28440916250201088239.
Testo completo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.
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.
Testo completo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.
Henry, Daniel D. "Consumer-brand relationships and effective management of social media". Thesis, 2010. http://hdl.handle.net/2152/ETD-UT-2010-05-1497.
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Liu, Shu-Mei, e 劉淑梅. "The treats of chain hotel relationship oriented the knowledge management and customer’s relationship management". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/96430339486756603029.
Testo completo中華大學
科技管理學系(所)
95
According to the Knowledge Management (KM) and Customer Relationship Management (CRM) can be the competitiveness’ advantage for the future enterprises, also convert both two of those managements can raise the competitiveness as key resources for enterprises in the 21st century. Besides, the tourism industry has been flush development, which causes compete rapidly in the hotel industry in Taiwan. For the hotel industry, they have focused on the customers’ satisfactions. The relate knowledge and the experience are their important assets. Therefore, this paper emphasized in the chain hotel to orient KM in chain hotel performance effect upon the CRM. In order to satisfy the customers’ needs, the chain hotel expect offer the similar and nice services to their customers. Moreover, through the KM and CRM can help the employees to solve their problems and more efficiency with their works and satisfy the customers’ needs. This paper would build up an evaluation model about oriented the KM effect upon the CRM. The input in this model is KM. The output in this model is CRM. We would like to discuss about the relation between KM and CRM. In order to conform to the real situation, this paper applies the Interpretive Structural Modeling (ISM) to confirm the relationship between all criteria. Then, this paper applied the Analytic Network Process (ANP) to calculate the weights of all criteria. In order to raise the management performance and competitiveness, this paper convert two management approach in the future improvement for chain hotels.
Roth, Philip. "Organisering för strategisk CRM : Lärande om kundrelationer i en B2B-organisation". Doctoral thesis, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-107120.
Testo completoSilveira, Bárbara Ferreira. "O marketing relacional na esfera pública: A importância do relacionamento com o cidadão e o estudo de caso da Unidade de Atendimento Integrado da cidade de Varginha - Minas Gerais (Brasil)". Master's thesis, 2017. http://hdl.handle.net/10316/82327.
Testo completoAssuming that to the private sector the customer is the centre of business, it is fundamental that the customer becomes a permanent object of study, where the company must gain knowledge on its preferences and needs, in order to deliver a product or service with a greater added value than the competitors, thus gaining a competitive advantage. One of the great concerns of companies is to assure the customer loyalty of customers. To attain it, there are some relational marketing tools to help with this task, among which is Customer Relationship Management (CRM), with the goal of managing the customer-company relation. With the implementation of CRM, the company gathers all the knowledge about its customers, allowing to find its proximity to them. To the private sector, the customer is the citizen; and a CRM variant arises, the CzRM (Citizen Relationship Management) that manages the relation between the citizen and the public administration. The novelty in this thesis is the approach focused on the public sector, where the relation between the government and the citizen has not yet been properly explored, and the presentation of an explanatory model of CzRM. The main goal of this thesis is to check if the proposed model explains the performance of the CzRM, i.e., if the quality, the confidence, the value and the credibility are upstream of the performance of the CzRM and, therefore, upstream of Relationship Management. Secondary goal of the thesis are: first, to verify if the customer's knowledge is upstream of the variables value, confidence, credibility and quality; finally, to check if word-of-mouth is a consequence of a good Relationship Management (CzRM performance). The Integrated Service Unit (UAI) of the city of Varginha - Minas Gerais - Brazil, served as a case study to confirm the hypotheses proposed in the model. The study was based on local questionnaires (survey model), with a post analysis using the statistics software SPSS. Finally, the validity of the proposed model was checked by means of the statistical analysis carried out. This allowed to conclude that the variables quality, confidence, credibility and value are upstream of the performance of the CzRM, i.e., the performance of the Relation Management depends on these variables.
Partindo do pressuposto de que na esfera privada, o cliente é o centro do negócio, se faz necessário que ele seja sempre objeto de estudo, e a empresa deve saber seus gostos, e suas necessidades, para poder entregar um produto ou serviço com maior valor agregado que os concorrentes provendo vantagem competitiva. Uma das grandes preocupações das organizações é a fidelização dos clientes, e para alcançá-la existem algumas ferramentas do marketing de relacionamento para auxiliar nesta tarefa, entre as quais está o Customer Relationship Management (CRM) que visa gerir a relação entre cliente e empresa. Com a implantação do CRM, a organização reúne todo o conhecimento sobre clientes e percebe se está ou não próxima de seu cliente. Na esfera pública o cliente é o cidadão. Sendo assim, surge uma vertente do CRM, o CzRM (Citizen Relationship Management) que gere o relacionamento entre o cidadão e a administração pública. O diferencial da tese é a abordagem voltada ao setor público, ainda pouco explorada na questão da gestão de relacionamento entre o governo e o cidadão, e apresentação de um modelo explicativo do CzRM. A presente tese possui como objetivo principal verificar se o modelo proposto explica o desempenho do CzRM, ou seja, se a qualidade, a confiança, o valor e a credibilidade são antecedentes do desempenho do CzRM e, portanto, da gestão de relacionamento. Os objetivos secundários da tese são: primeiramente verificar se o conhecimento do cliente é um antecedente das variáveis valor, confiança, credibilidade e qualidade, e por fim verificar se o boca-a-boca é uma consequência da boa gestão de relacionamento (desempenho do CzRM). O objetivo foi verificado através de um estudo de caso na Unidade de Atendimento Integrado (UAI) da cidade de Varginha – Minas Gerais - Brasil, para confirmar as hipóteses propostas no modelo. O estudo de caso foi realizado através de questionários no modelo survey aplicados no local, e analisados posteriormente no programa estatístico SPSS Statistics. Por fim, o modelo proposto foi confirmado através das análises realizadas, portanto conclui-se que as variáveis qualidade, a confiança, a credibilidade o e valor são antecedentes do desempenho do CzRM, ou seja, o desempenho da gestão de relacionamento depende destas variáveis.
Wu, Hsin-Ying, e 吳欣穎. "Adoption of customer relationship management". Thesis, 2000. http://ndltd.ncl.edu.tw/handle/64836770065961173163.
Testo completo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.