customer relationship management at ila

... CHAPTER RECOMMENDATIONS TO IMPROVE THE CUSTOMER RELATIONSHIP MANAGEMENT AT ILA 55 3.1 CRM - Training programme for ILA people - Create a CRM view 55 3.2 Improve Customer relationship software ... RELATIONSHIP MANAGEMENT AT ILA 31 2.1 About ILA 31 2.1.1 Introduction about ILA 31 2.1.3 ILA principle 32 2.2 Assessment on Customer relationship management ... Kristin Anderson and Carol Kerr, "Customer relationship management" , McGraw- Hill, 2002 Russell S Winer, "A framework for Customer relationship management" , California management review, 2001 Don Peppers...

Ngày tải lên: 18/12/2017, 03:15

... can be applied in Customer relationship at ILA (b) What current situation of Customer relationship management at ILA (c) How to improve Customer relationship management at ILA 10 Significance ... Literature review Chapter 2: Analysis and assessment on the customer relationship management in ILA Chapter 3: Recommendations to improve the customer relationship management in ILA CHAPTER LITERATURE ... possible in the relationship Third, it is iterative in nature One practical implication of the iterative nature of a customer relationship is that it generates a convenience benefit to the customer...

Ngày tải lên: 26/03/2015, 08:46

... LITERATURE REVIEW 2.1 Introduction 2.2 Customer loyalty 2.3 Customer management relationship 2.4 Relation between CRM and Customer loyalty 2.5 Conclusion 2.2 Customer loyalty Acquiring a new customer ... There is no relationship between two-way communication and customer loyalty at Vietcombank Dong Nai H 11 : There exists a relationship between two-way communication and customer loyalty at Vietcombank ... There is no relationship between employees attitude and customer loyalty at Vietcombank Dong Nai H 12 : There exists a relationship between employees attitude and customer loyalty at Vietcombank...

Ngày tải lên: 06/04/2017, 15:54

... Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships Let’s take a closer look at ... a database management system,” he said, naming a particular Customer Relationship Management Is Not an Option Finance Growth Logistics Customer Relationship Management Strategy Shareholder Management ... the depth of the customer relationship CRM is the strongest weapon you have to create, maintain, and expand customer relationships and it’s here to stay 16 Customer Relationship Management Manager’s...

Ngày tải lên: 23/10/2013, 05:15

... Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships Let’s take a closer look at ... a database management system,” he said, naming a particular Customer Relationship Management Is Not an Option Finance Growth Logistics Customer Relationship Management Strategy Shareholder Management ... the depth of the customer relationship CRM is the strongest weapon you have to create, maintain, and expand customer relationships and it’s here to stay 16 Customer Relationship Management Manager’s...

Ngày tải lên: 26/10/2013, 16:15

... FRAMEWORK 1.1 The definition of customer relationship management (CRM): 1.1.1 Definition of customer relationship management: There is no universal explanation of what CRM is, since the area is ... expert at the changes and procedure management 12  The tasks of CRM core team: + Evaluate and analyze the current situation of customer relationship management at VPBank + Propose the strategy ... mission and strategy and application solution of CRM at VPBank, the core team has to raise the customer relationship management requirements for the tender About customer information collection,...

Ngày tải lên: 26/11/2013, 20:57

... hơn, 512 MB RAM chạy 2000 Professional + SP4 / 2000/2003 Server / XP Professional hay Linux: RedHat 8.0 / Mandrake 10.1 / SuSe 9.3 / Fedora ...

Ngày tải lên: 09/12/2013, 21:15

Ngày tải lên: 14/12/2013, 19:15

... Customer Value • Computation of Customer Profitability = • Past Customer Value of a customer N GC in * (1 + r ) n ∑ n =1 Where i = number representing the customer, r = applicable discount rate ... Limitations: Does not consider whether a customer is going to be active in the future Also does not incorporate the expected cost of maintaining the customer in the future Spending Pattern of a Customer ... individual customer in $ Rrk = retention rate П = Product of retention rates for each time period from to T, AC = acquisition cost T = total time horizon under consideration Assuming that T  ∞ and that...

Ngày tải lên: 22/12/2013, 14:16

... = summation of value of sales made by all the J firms that sell a category of products to the focal customer Information source: Primary market research Evaluation: Critical measure for customer- centric ... ABC Computers per customer per period Share of category requirement for ABC computers per customer per period A B B/A Customer 100 20 20 Customer 1000 200 20 Customer 1000 500 25 Customer has the ... that a customer spends on an average transaction • Tracks customer behavior over time in a state-space www.drvkumar.com Computation of RFM Two common methods: • Method 1: Sorting customer data...

Ngày tải lên: 22/12/2013, 14:16

... Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships Let’s take a closer look at ... a database management system,” he said, naming a particular Customer Relationship Management Is Not an Option Finance Growth Logistics Customer Relationship Management Strategy Shareholder Management ... the depth of the customer relationship CRM is the strongest weapon you have to create, maintain, and expand customer relationships and it’s here to stay 16 Customer Relationship Management Manager’s...

Ngày tải lên: 23/12/2013, 05:17

... components that facilitate the easy gathering and assimilation of customer related information as well as organizational processes and industry practices We propose an architecture for a customer ... to probe available customer information and generate an up-to-date picture of a particular customer and determine the value of that customer For example, a customer service representative can pull ... representation, which alleviates this problem to a great extent Storing customer information in an XML database also facilitates various stakeholders to view information at different levels of aggregation...

Ngày tải lên: 24/01/2014, 00:20

... CRM quan hệ khách hàng gì? • Customer Relationship Management is a business strategy to require and retain the Most valuable Customer relationships CRM requires a customer- centric business philosophy ... sales and services processes CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy and culture” • “Quản lý quan hệ...

Ngày tải lên: 24/03/2014, 21:21

... integration of providers and customer data Every organization must understand better the customers’ experiences, integrating data both from customers and providers In view to stimulate the innovative ... involved by a CRM strategy, related to the revenues estimated The main indicators that must be determined in a CRM project are: acquisition and retention rate, customer profitability rate and the return ... on-line communication system, promotion and loyalty programs management information system, data warehouse management system that allow the multidimensional analysis of information about customers,...

Ngày tải lên: 29/03/2014, 23:20

... data mining for customer relationship management is that data from the past contains information that will be useful in the future It works because customer behaviors captured in corporate data ... 14 Data Mining throughout the Customer Life Cycle Levels of the Customer Relationship Deep Intimacy Mass Intimacy In-between Relationships Indirect Relationships Customer Life Cycle The Customer s ... Relationship Management The Role of Transaction Processing Systems The Role of Data Warehousing The Role of Data Mining The Role of the Customer Relationship Management Strategy What Is Data Mining? What...

Ngày tải lên: 07/04/2014, 11:16

... knowledge of the customers.  • Data duplication is eliminated  14 Evaluation of CRM(3) • Data security is strongly enhanced  • Providing promotions, services and  products that are exactly what your  customers are looking for  ... huge impact on the business world in the  1990’s • CRM strategies (Kotorov, 2003) • CRM evaluating • CRM implementing… (Payne &Frow, 2005) 10 Literature review (2) • The  implementation  of  customer relationship management (CRM)  ... Key words • Customer Relationship Management (CRM) • Telecommunication service • Customer service • Model of CRM • Customer value CRM system Research purpose • CRM analysis to see VinaPhone situation is doing ...

Ngày tải lên: 18/04/2014, 16:31

... LỤC LỜI NÓI ĐẦU CHƢƠNG 1: LÝ THUYẾT CHUNG VỀ QUẢN TRỊ QUAN HỆ KHÁCH HÀNG (CUSTOMER RELATIONSHIP MANAGEMENT CRM) VÀ CRM TRONG CHIẾN LƢỢC CẠNH TRANH CỦA DOANH NGHIỆP 1.1 Tổng ... nghệ Hiện nay, doanh nghiệp khơng xa lạ với thuật ngữ “Quản trị quan hệ khách hàng” - Customer Relationship Management (viết tắt CRM) Với CRM, cơng ty trả lời câu hỏi: Liệu sản phẩm, dịch vụ họ ... lược cạnh tranh giai đoạn cần thiết Khoá luận tốt nghiệp “Quản trị quan hệ khách hàng (Customer Relationship Management) chiến lược cạnh tranh học dành cho doanh nghiệp Việt Nam” hướng tới mục đích...

Ngày tải lên: 07/05/2014, 17:58

... Overview of customer relationship management • • • • • Customer- focused marketing Customer service Customer satisfaction Customer success Developing customer relationship management strategy 3-2 ... appropriate customer specific strategies – Programs for customer relationship management 3-30 Framework for choosing a customer accommodation strategy using profit categories Table 3.4 Choosing Customer ... – Customer satisfaction focuses on expectations - not customer s real requirements • Considerable research suggests that “satisfied” customers still are likely to defect • What satisfies one customer...

Ngày tải lên: 04/06/2014, 22:09