customer relationship management

Customer relationship management

Ngày tải lên : 23/10/2013, 05:15

... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. Let’s ... Management2 CRM A comprehensive approach for creating, maintaining and expanding customer relationships. Contents Preface vii 1. Customer Relationship Management Is Not an Option 1 Customer Relationship ... share these characteristics. Customer Relationship Management Is Not an Option 11 Customer Relationship Management3 2 you. Level 3 is the percentage of your total customer base who feel so positive...

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Customer Relationship Management

Ngày tải lên : 26/10/2013, 16:15

... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. Let’s ... Inc. Click here for terms of use. Contents Preface vii 1. Customer Relationship Management Is Not an Option 1 Customer Relationship Management Defined 2 Technology Does Not Equal Strategy 6 The ... as IT, customer relationships will suffer. Likewise, when an area is left out of CRM planning, the organization puts at risk the very customer relationships it seeks to maintain. Customer Relationship...

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Strategic plan for applying customer relationship management in Vietnam joint stock commercial bank for private enterprises

Ngày tải lên : 26/11/2013, 20:57

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Tài liệu Giải pháp Quản trị Quan hệ Khách hàng (Customer Relationship Management - CRM) docx

Ngày tải lên : 09/12/2013, 21:15

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Tài liệu Quản trị mối quan hệ với khách hàng (Customer relationship management - CRM) doc

Ngày tải lên : 14/12/2013, 19:15

... việc với khách hàng nào, khách hàng là đối tác Quản trị mối quan hệ với khách hàng (Customer relationship management - CRM) Công ty bạn đã sử dụng CRM chưa? Nếu bạn đã từng mua sản phẩm ... việc trên đều được thực hiện tự động nhờ hệ thống Quản trị mối quan hệ với khách hàng (Customer relationship management - CRM). Xu hướng sử dụng CRM để tạo dựng và duy trì các mối liên hệ với ... do công ty bạn sản xuất có đáp ứng tốt hơn nhu cầu của khách hàng được không? Vậy Customer Relationship Management là gì? Trong các hoạt động kinh doanh cũng như quản lý hành chính, mỗi...

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Tài liệu Customer Relationship Management: A Database Approach - Class 6 pptx

Ngày tải lên : 22/12/2013, 14:16

... understand NPV calculations. • Computation of Customer Profitability • Past Customer Value of a customer Where i = number representing the customer, r = applicable discount rate n = number ... LTV = lifetime value of an individual customer i in $, S = Sales to customer i, DC = direct cost of products purchased by customer i, MC = marketing cost of customer i t T 1t ititit 1 1 MCDCSLTV ∑ =       δ+ −−= ... Customer Relationship Management: A Database Approach MARK 7397 Spring 2007 James D. Hess C.T. Bauer Professor...

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Tài liệu Customer Relationship Management - A Databased Approach docx

Ngày tải lên : 22/12/2013, 14:16

... Computers per customer per period B Share of category requirement for ABC computers per customer per period B/A Customer 1 100 20 .20 Customer 2 1000 200 .20 Customer 3 1000 500 .25 Customer ... 2005 RFM Method 1 • Example: – Customer base: 400,000 customers – Sample size: 40,000 customers – Firm’s marketing mailer campaign: $150 discount coupon – Response rate: 808 customers (2.02%) Recency ... Copyright Dr. V. Kumar, 2005 Chapter Six Customer Value Metrics: Concepts and Practices www.drvkumar.com Copyright Dr. V. Kumar, 2005 Customer Relationship Management A Databased Approach V. Kumar Werner...

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Tài liệu Customer Relationship Management docx

Ngày tải lên : 23/12/2013, 05:17

... all.” Customer Relationship Management1 4 Avoiding Customer Ire Ask your staff if there are any CRM questions that cause customer ire. For example, we’ve stood behind more than one retail customer ... profile? And what Customer Relationship Management2 8 Just Ask! Use customer satisfaction surveys and focus groups to find out both what satisfies and what disappoints your customers. If you aren’t ... collected. Customer Relationship Management1 2 Working Together for CRM At the Consumer Product Call Center, the market research group wanted to add a short customer survey to the end of each customer...

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Tài liệu Application of Knowledge Management Technology in Customer Relationship Management pptx

Ngày tải lên : 24/01/2014, 00:20

... What future knowledge management users may expect. Journal of Knowledge Management 3(2): 155–166. Winer RS. 2001. A framework for customer relationship management. California Management Review 43(4): ... 2001. The customer pyramid: creating and serving proﬁtable customers. California Management Review 43(4): 118–145. Knowledge and Process Management RESEARCH ARTICLE KM Technology in Customer Relationship ... Relationship Management 17 & Research Article Application of Knowledge Management Technology in Customer Relationship Management Ranjit Bose 1 * and Vijayan Sugumaran 2 1 Anderson School of Management, ...

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Khái niệm CRM – Customer Relationship Management potx

Ngày tải lên : 24/03/2014, 21:21

... quá nhiều người cho rằng • Customer Relationship Management is a business strategy to require and retain the Most valuable Customer relationships. CRM requires a customer- centric business philosophy ... effective marketing, sales and services processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy and culture”. ... trở thành một ngành công nghiệp hàng triệu đô la? Lý do là: Khái niệm CRM – Customer Relationship Management ...

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THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT PROJECT: REQUIREMENTS AND OPPORTUNITIES pptx

Ngày tải lên : 29/03/2014, 23:20

... provided by the customers, which reveals if the goals were achieved. The analysis of customer responses to the initiatives in the CRM domain THE PLANNING OF A CUSTOMER RELATIONSHIP MANAGEMENT ... customer value management programs, on every stage of their lifetime cycle: the acquisition of the new customers, the development of loyalty programs and the development in time of the relationships ... approach of the customers and the improvement of the interactions processes, every organization can optimize its CRM efforts. We consider that the goal of the customer relationship management...

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Data Mining Techniques: For Marketing, Sales, and Customer Relationship Management - Second Edition

Ngày tải lên : 07/04/2014, 11:16

... Analytic Customer Relationship Management 2 The Role of Transaction Processing Systems 3 The Role of Data Warehousing 4 The Role of Data Mining 5 The Role of the Customer Relationship Management ... track customer behavior over time. Many of the patterns of interest for customer relationship management only become apparent over time. Is usage trending up or down? How frequently does the customer ... of customers responded to the last campaign? ■■ Where do the best customers live? ■■ Are long waits at automated tellers a cause of customers’ attrition? ■■ Do profitable customers use customer...

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ENHANGCING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PRACTICE FOR SERVICE BY CREATING CUSTOMER’S VALUE- VINAPHONE FOR EXAMPLE

Ngày tải lên : 18/04/2014, 16:31

... Retainingexistingcustomersanddiscovering newones • Buildinga relationship withyour customer • IncreasetheCRMsysteminVinaPhone 23 ENHANGCING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PRACTICE FOR SERVICE BY CREATING CUSTOMER S VALUE- VINAPHONE ... has a large number of customers but the customer care process islimited. •Postpaid customers leave company becauseoflackof customer care. Customer management system which company ... implementation of customer relationship management (CRM) is an important stage in organization’scorporate •Developt and enhance valuable personal relationshipswith customer. • CRM...

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Quản trị quan hệ khách hàng (customer relationship management) trong chiến lược cạnh tranh và bài học kinh nghiệm cho doanh nghiệp Việt Nam

Ngày tải lên : 07/05/2014, 17:58

... nay, các doanh nghiệp đã không còn xa lạ với thuật ngữ “Quản trị quan hệ khách hàng” - Customer Relationship Management (viết tắt là CRM). Với CRM, một công ty có thể trả lời câu hỏi: Liệu sản ... giai đoạn hiện nay là cần thiết. Khoá luận tốt nghiệp “Quản trị quan hệ khách hàng (Customer Relationship Management) trong chiến lược cạnh tranh và bài học dành cho doanh nghiệp Việt Nam” ... MỤC LỤC LỜI NÓI ĐẦU 1 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 3 1.1. Tổng...