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Kundenkenntnis im Handel - Ausprägungen, Herkunft und Wirkungen

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ISBN: 9783940344670 Year: Pages: 239 DOI: 10.17875/gup2009-213 Language: German
Publisher: Universitätsverlag Göttingen
Subject: Business and Management --- Economics
Added to DOAB on : 2012-04-11 21:20:13
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Die Bedeutung der Kundenkenntnis für den Markterfolg der Anbieter ist unbestritten. Dennoch wissen wir wenig darüber, wie gut die Anbieter ihre Kunden kennen. Dies gilt auch für den Handel. Deshalb befasst sich die hier vorgelegte Publikation mit der Ausprägung der Kundenkenntnis im Handel, aber auch mit den Quellen und Determinanten dieser Kenntnis und mit ihren Auswirkungen auf der Anbieter- und auf der Kundenseite. Beachtung finden alle möglichen Quellen der Kundenkenntnis, vor allem aber die Kundenkontakte. Im Einzelnen werden nicht nur relevante Theorien bemüht, sondern auch erste, differenzierte Forschungsergebnisse zur Ausprägung der Kundenkenntnis, zu den Einflussfaktoren und den Auswirkungen dieser Kenntnis präsentiert. Folgerungen für die künftige Forschung und für das Wissensmanagement im Handel schließen das Werk ab.

Customer intimacy analytics : leveraging operational data to assess customer knowledge and relationships and to measure their business impact

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ISBN: 9783866448483 Year: Pages: XIX, 356 p. DOI: 10.5445/KSP/1000028159 Language: ENGLISH
Publisher: KIT Scientific Publishing
Subject: Business and Management
Added to DOAB on : 2016-08-11 12:46:27
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The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space - in particular for increasingly ""servitizing"" businesses. This book elaborates on the solution CI Analytics to assess and monitor the impact of customer intimacy strategies by leveraging business analytics and social network analysis technology. This solution thereby effectively complements existing CRM solutions.

Customer-Relationship-Management-Systeme unter Nutzung mobiler Endgeräte

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ISBN: 9783866442481 Year: Pages: XIII, 329 p. DOI: 10.5445/KSP/1000008444 Language: GERMAN
Publisher: KIT Scientific Publishing
Subject: Computer Science
Added to DOAB on : 2019-07-30 20:01:59
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Customer Relationship Management (CRM) und die Unterstützung von CRM durch stationäre und mobile Informations- und Kommunikationstechnik (IKT) haben in der einschlägigen Literatur eine hohe Relevanz. In der Arbeit werden CRM-Pro­jekte in Unternehmen des Business-to-Business-Bereichs empirisch untersucht. Es werden besonders die Ausprägungen der IKT und die Auswirkungen im Außendienst berücksichtigt. Basierend auf den Untersuchungsergebnissen werden Handlungsempfehlungen für Unternehmen abgeleitet.

Sote-palvelut markkinoilla – tavoitteita, toiveita ja ristiriitoja

Authors: ---
ISBN: 9789520303204 Year: Pages: 276 DOI: 10.26530/OAPEN_621500 Language: Finnish
Publisher: Tampere University Press
Subject: Economics --- Political Science --- Social and Public Welfare
Added to DOAB on : 2016-12-29 13:23:21
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erspective. All in all, this book is an attempt to give the reader a comprehensive understanding of the public health and social services and the markets – markets in which different objectives, expectations and contradictions moderate the discussion and actions. "

Design for Customer - Methodik für nachhaltige Kundenlösungen unter Zuhilfenahme eines bedürfnisorientierten Leistungskonfigurators

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Book Series: Reihe Informationsmanagement im Engineering Karlsruhe / Hrsg.: Karlsruher Institut für Technologie, Institut für Informationsmanagement im Ingenieurwesen (IMI) ISSN: 18605990 ISBN: 9783731501688 Year: Volume: 2016,1 Pages: X, 291 p. DOI: 10.5445/KSP/1000038055 Language: GERMAN
Publisher: KIT Scientific Publishing
Subject: Technology (General)
Added to DOAB on : 2019-07-30 20:02:00
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Increasing competitive pressure and the internationalization of markets represent actual challenges for global acting companies. One possibility to meet these challenges is the provision of product-service-systems. The developed methodology provides an approach for integrating the customer into the processes of product-service-system providers. In addition to the differentiation from the competition, it also enables an increase in sales and profit margin.

Methodik für Erfassung und Bewertung von emotionalem Kundenfeedback für variantenreiche virtuelle Produkte in immersiver Umgebung

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Book Series: Reihe Informationsmanagement im Engineering Karlsruhe / Hrsg.: Karlsruher Institut für Technologie, Institut für Informationsmanagement im Ingenieurwesen (IMI) ISSN: 18605990 ISBN: 9783866449305 Year: Volume: 2012,3 Pages: VII, 367 p. DOI: 10.5445/KSP/1000030530 Language: GERMAN
Publisher: KIT Scientific Publishing
Subject: Technology (General)
Added to DOAB on : 2019-07-30 20:02:00
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This work describes a methodology for customer-centered selection of solutions for future product in the concept stage using their virtual representation. It integrates the technology of Virtual Reality and the emotions research into the parallel and interdependent processes of product development and market research, in order to enable the acquisition of relevant emotional feedback during interactive product experiencing.

Optimierung von Gesprächen in der professionellen Telefonie

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Book Series: Schriften zur Sprechwissenschaft und Phonetik ISBN: 9783732903955 Year: Pages: 350 DOI: 10.26530/20.500.12657/42798 Language: German
Publisher: Frank & Timme
Subject: Linguistics --- Business and Management --- Biology
Added to DOAB on : 2020-11-19 00:22:33
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Telephone service conversations are a central component of social and economic communication practice. They are to a considerable extent pre-planned and standardized. In addition to the desired positive effects (uniformity, efficiency, customer orientation), established call standards lead to unwanted negative effects such as speaking-linguistic stereotypes, over-marking or automated call handling. These and other phenomena are the object of investigation in the research focus on professional telephony at the Martin Luther University Halle-Wittenberg. The author bundles and systematizes the past research work, extended by own investigations and illustrates exemplary approaches, concepts and concrete measures for optimization of conversations in telephone customer service. Judith Pietschmann completed her PhD at the Martin Luther University Halle-Wittenberg in 2017. As a lecturer in the Department of Speech Science and Phonetics, she teaches and researches in the main areas of oral communication in institutional contexts, qualitative and quantitative speech impact research, prosody in interaction and communicative promotion of competence in professional qualification.

Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht

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ISBN: 9783966270106 9783966210113 9783966270083 9783966270090 9783966270113 Year: Pages: 160 DOI: 10.33968/9783966270106-00 Language: German
Publisher: HTWK Leipzig - OA-Hochschulverlag
Subject: Media and communication
Added to DOAB on : 2019-12-20 11:21:02
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"This master thesis explores service characteristics that are relevant for book readers when they evaluate a service as well as starting points for providers when they plan to optimize their services from a customer’s point of view. In the first part ways of accessing books (buying, borrowing, rent) and the reading behavior of Germans will be described. Then the concept “quality of provision” of books will be discussed which distinguishes five quality dimensions of a service: diversity of content and arranging of books, basic technology (printed book or digital environment), temporal and spatial access, costs of access and ease of use. By using secondary material for each dimension individual quality characteristics will be identified. Next the theoretical background of the activity theory and a special way of thinking, the customer-dominant-logic, from the Nordic school will be explained briefly. Based on this a set of consumer activities related to books will be presented and some activities that are relevant for the work will be described in more detail by means of secondary material (reading books, choosing books, organizing books and information). Further customization and personalization will be proposed as strategies for individualization of services and their function for consumers will be explained. The secondary data used in the work comes from empirical data out of consumer surveys in libraries and bookshops, nationally representative surveys and from results of academic research from different fields. In the final part of this thesis an own data collection will be conducted by using a content analysis of consumer comments of two e-book rental apps (n = 1,245 comments). The analysis should clarify, if the quality characteristics, the book-related activities and the strategies for individualization described before can be found in everyday reality of consumers. After that the results of the content analysis will be presented. Finally the major findings will be summarized and connected to the research questions."

Tourism Destination Management

Authors: ---
ISBN: 9783039214716 9783039214723 Year: Pages: 122 DOI: 10.3390/books978-3-03921-472-3 Language: English
Publisher: MDPI - Multidisciplinary Digital Publishing Institute
Subject: Economics
Added to DOAB on : 2019-12-09 11:49:15
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This book collected studies focused on the management of tourist destinations. Destinations are complex and adaptive systems, where the different elements that make them up have to be oriented towards achieving a common objective that improves the competitiveness of the destination. Five main lines of research on tourist destinations can be established: 1) the management, planning, and marketing of destinations, with special attention to the tourism supply chain, communication, and integral management; 2) the sustainability of resources and capabilities; 3) the renewal of destinations in order to update their offer and main resources to maintain competitiveness; 4) online reputation and communication through social media in order to create and enhance a strong brand image and customer loyalty; and 5) the application of new technologies in order to develop smart destinations. The book is made up of five research studies that focus on analyzing the transition towards a more circular tourist activity in hotels, image as a competitive factor of destinations, the value of cultural creativity, the coherence of online reputation, and the relationship between hotel prices and online reputation in different tourist destinations.

Customer Loyalty and Brand Management

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ISBN: 9783039213351 9783039213368 Year: Pages: 122 DOI: 10.3390/books978-3-03921-336-8 Language: English
Publisher: MDPI - Multidisciplinary Digital Publishing Institute
Subject: Media and communication
Added to DOAB on : 2019-12-09 11:49:15
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Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).

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