Customer Relationship Management

Quản lý quan hệ khách hàng hay CRM (tiếng Anh: Customer relationship management) là một phương pháp giúp các doanh nghiệp tiếp cận và giao tiếp với khách hàng một cách có hệ thống và hiệu quả, quản lý các thông tin của khách hàng như thông tin về tài khoản, nhu cầu, liên lạc và các vấn đề khác nhằm phục vụ khách hàng tốt hơn. Các mục tiêu tổng thể là tìm kiếm, thu hút, giành niềm tin khách hàng mới, duy trì những đối tác đã có, lôi kéo khách hàng cũ trở lại, giảm chi phí...

30p cvbn123 31-07-2012 679 182   Download

Nội dung chương 5 - Chiến lược phân phối & CRM trình bày tác động của internet và bối cảnh mới, lợi thế cạnh tranh bền vững, cấu trúc kênh phân phối, phát triển quyền lực của nhà phân phối, nhu cầu giảm chi phí kênh phân phối; khái niệm CRM, hoạch định chiến lược CRM, công nghệ số trong triển khai CRM.

37p uocvong09 19-10-2015 139 22   Download

Lectures "Marketing management - Chapter 5: Creating long term loyalty relationships" provides students with the knowledge: What are customer value, satisfaction, and loyalty, and how can companies deliver them; what is the lifetime value of customers, and how can marketers maximize it;... Invite you to refer to the disclosures.

21p doinhugiobay_13 26-01-2016 94 6   Download

Lecture "Marketing management - Chapter 4: Creating Long-Term loyalty relationships" presentation of content: Steps in a customer value analysis, establishing value, measuring satisfaction, maximizing customer lifetime value, estimating lifetime value,... And other contents.

28p bautroibinhyen11 03-01-2017 68 5   Download

Bài giảng Quản trị quan hệ khách hàng trang bị cho sinh viên kiến thức cơ bản và toàn diện để thực hiện được những công việc trong quản trị quản hệ khách hàng. Chương 1, 2, 3, 4 gồm có những nội dung chính sau: Khái quát về quản trị quan hệ khách hàng, chiến lược quản trị quan hệ khách hàng, tạo giá trị cho khách hàng và quản lý chu kỳ đời sống tiêu dùng, xây dựng hệ thống CRM.

64p lovebychance07 12-07-2021 92 17   Download

Chương 5, 6, 7, 8 gồm có những nội dung chính sau: Quản lý Mạng lưới và đối tác trong CRM, công nghệ thông tin và tự động hóa lực lượng bán hàng, marketing và dịch vụ, quản trị xung đột và duy trì sự hài lòng của khách hàng, tổ chức và đánh giá hoạt động CRM. Mời các bạn cùng tham khảo.

51p lovebychance07 12-07-2021 113 16   Download

The current research examines the relationship of the Entrepreneurial supply chain dimensions (proactive approach, innovation, risk management and customer focus) with the supply chain strategies (undifferentiated marketing strategy, concentrated marketing strategy and differentiated marketing strategy). The focus of this investigation is to explore the role of adoption of entrepreneurial supply chains in the identification and selection of the appropriate strategy for the target market in the context of general company foe batteries manufacturing.

11p longtimenosee09 08-04-2024 11 1   Download

This paper examines the relationship between employee commitment and supply chain integration dimensions by Leader-Member Exchange (LMX) to explain several performance measures, such as flexibility, delivery, quality, inventory and customer satisfaction. So three elements shape leadership in Leader-Member Exchange (LMX) theory as a relationship and process are investigated. LMX quality is important for the company, because it relates to employee behavior and attitudes, including improving employee performance.

13p longtimenosee09 08-04-2024 8 0   Download

CRM is a relative new technology in which allows organisations to capture data, and improve customer service capabilities. IT strategy planning is the process of planning, and implementing changes, to ensure organisations have best practise in regards to decision making and infrastructure. At the current moment there is little information domestically available in Australia about CRM systems. This thesis provides some insight, in-regards to CRM and IT strategy planning practice, in Australia.

160p runthenight07 01-03-2023 7 3   Download

This study’s analysis of the discrepancy/gap between expectations and perceptions of the quality of service, identifies deficiencies and areas of dissatisfaction that offer opportunities for university managers to improve overall student services, to build a long-term relationship with the customers, and to improve the institution’s reputation.

288p runthenight04 02-02-2023 12 3   Download

Object of study analyze the influence of CEM and CRM on business performance of retail businesses in Can Tho City. In which, the subjects surveyed are supermarket customers from Co.opmart, Vinmart, Big C, Lottemart, Mega market and supermarket managers include supermarket managements of Co.opmart , Big C, Lotte mart, and Mega market in Can Tho City.

29p angicungduoc11 17-04-2021 29 3   Download

The study focus on joint-stock commercial banks operating at Mekong Delta. Secondary data was collected from 2011-2018. Primary data is collected by in-depth interviews of experts working in banking industry and interviewing by questionnaires from January 2018 to August 2018. The object of this study is the relationship between corporate social responsibility, brand equity and financial performance of commercial banks. Interviewers are customers, employees and managers who are currently working in joint-stock commercial banks.

28p kequaidan6 15-07-2020 18 2   Download

The objective of this study is to identify challenge and opportunity in designing LP. Five dimensions associated with designing loyalty programs such as membership, point structure, benefit, communication program, and partnership have been identified.

15p lucastanguyen 01-06-2020 12 4   Download

Customer relationship management (CRM) is defined as a clear business strategy and is a combination of a range of functions, skills, processes, and technologies that together allow companies to better manage profits with customers as real assets.

11p lucastanguyen 01-06-2020 33 3   Download

This paper provides a conceptual understanding of how co-creation can add value in the service industry regarding brand loyalty as well as customer relationship management through some of its basic features of co-creation which include co-designing, collaborating, tinkering, and submitting.

11p guineverehuynh 18-06-2020 33 5   Download

The primary objective of this study is to examine the role of supply chain marketing planning capabilities and supply chain marketing implementation capabilities to boost tourism industry performance.

12p tocectocec 24-05-2020 26 3   Download

In this study, service quality and drinking water quality were taken as the strategic management activities. Employees of water supply companies were selected to collect the necessary data.

12p tohitohi 22-05-2020 42 1   Download

Discovering and measure the relationship between brand equity, value equity and relationship equity in the retail supermarket industry in Vietnam. Exploring the moderator role of customer personality traits on causal relationships between research concepts in the retail supermarket industry in Vietnam. Proposing management implications for marketing managers and business management in Vietnam's retail industry in generally and Vietnam's retail supermarket sector in particularly.

27p bibianh 25-09-2019 54 3   Download

The objective of the thesis is to study the factors affecting the deployment of e-customer relationship management in aviation; From there, the proposals are made on the basis of overcoming, utilizing and promoting the factors that help Vietnam Airlines deploy successful e-CRM solutions.

21p bibianh 19-09-2019 46 4   Download

Research theories CSR, brand identification (BI), brand relationship quality (BRQ), switching brand intention; verify differences in the influence of variables CSR, BI, BRQ on the switching brand intention; contribute a suggestion to brand managers, marketers in raising customer’s perception about CSR.

26p bibianh 19-09-2019 38 3   Download