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Customer Relationship Management. Grundlagen, Aufbau, Implementierung und Praxisbeispiele
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ISBN10: 3656877246
ISBN13: 9783656877240
Publisher: Grin Verlag
Published: Jan 19 2015
Pages: 36
Weight: 0.13
Height: 0.09 Width: 5.83 Depth: 8.27
Language: German
ISBN13: 9783656877240
Publisher: Grin Verlag
Published: Jan 19 2015
Pages: 36
Weight: 0.13
Height: 0.09 Width: 5.83 Depth: 8.27
Language: German
Studienarbeit aus dem Jahr 2013 im Fachbereich BWL - Customer-Relationship-Management, CRM, Note: 1,7, Fachhochschule Südwestfalen; Abteilung Hagen, Sprache: Deutsch, Abstract: Märkte werden zunehmend gesättigt und die Konkurrenz steigt stetig. Auch etablierte Unternehmen werden gezwungen neue Wege zu beschreiten und sich neu im Markt zu positionieren. Die steigenden Transparenz durch das Internet sowie steigende Ansprüche der Kunden an Produkte und Dienstleistungen führen zu geringerer Kundentreue. Deshalb ist es notwendig neue Strategien zu entwickeln. Enge Beziehungen mit den Kunden sind die Grundlage für eine langfristige Geschäftsbeziehung mit maximalem Nutzen für beide Geschäftspartner. Durch ein effektives Customer Relationship Management lassen sich lukrative Kunden binden und dadurch der Unternehmenserfolg steigern. Die vorliegende Arbeit gibt einen Einblick in das Customer Relationship Management. Zunächst werden im zweiten Kapitel die Grundlagen des CRMs aufgezeigt. Im dritten Kapitel wird erläutert, was bei einer Konzeption eines CRMs zu beachten ist. Im vierten Kapitel wird beschrieben, wie das CRM-Konzept durch ein System im Unternehmen implementiert werden kann. Kapitel 5 zeigt mehrere Beispiele von CRM-Aktivitäten in der Praxis auf. Anschlie end erfolgt im Fazit eine Zusammenfassung der Arbeit.
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