CRM, Customer Relationship Management: Kundenmanagement zwischen Umsatzausbau und Effizienz
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | German |
| Published: |
Rheinfelden/Schweiz
BPX-Ed.
2011
|
| Series: | Was Manager wissen müssen!
27 |
| Subjects: | |
| Online Access: | Inhaltstext Inhaltsverzeichnis |
| Physical Description: | 80 S. Ill., graph. Darst. 21 cm, 130 g |
| ISBN: | 9783905413021 3905413027 |
Staff View
MARC
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Record in the Search Index
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| adam_text |
Titel: CRM, Customer Relationship Management
Autor: Hafner, Nils
Jahr: 2011
Inhalt
1 Vorwort 4
2 Management Summary 6
3 Ziele, Grundlagen und Definition 9
4 Kundenerlebnis und Touchpoint 13
5 Kundenwert 21
5.1 Kundenrating 22
5.2 Umsetzung des Kundenratings 25
5.3 Wert und Wirkungsweise 27
6 CRM-Prozesse im Unternehmen 28
7 CRM im Marketing 32
8 CRM im Vertrieb 37
9 CRM im Service 45
10 Wie präge ich eine CRM-Kultur? 50
11 Prozessunterstützung im CRM 56
11.1 CRM- und ERP Systeme 56
11.2 Evaluation CRM-System 59
11.3 Einfluss der IT 63
12 Umsetzung von CRM-Projekten 65
12.1 Strukturierte Vorgehensweise 65
12.2 Nutzenberechnung einer CRM-Lösung 66
13 Literatur Internetadressen 72
14 Weiterbildung 74
15 Stichwortverzeichnis 75
16 Lösungspartner 76
17 Autorenteam BPX 80 |
| any_adam_object | 1 |
| author | Hafner, Nils Elsten, Rémon |
| author_facet | Hafner, Nils Elsten, Rémon |
| author_role | aut aut |
| author_sort | Hafner, Nils |
| author_variant | n h nh r e re |
| building | Verbundindex |
| bvnumber | BV040390243 |
| classification_rvk | QP 620 |
| ctrlnum | (OCoLC)725264834 (DE-599)DNB1011498855 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| series | Was Manager wissen müssen! |
| series2 | Was Manager wissen müssen! |
| spelling | Hafner, Nils Verfasser aut CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz Nils Hafner ; Rémon Elsten Rheinfelden/Schweiz BPX-Ed. 2011 80 S. Ill., graph. Darst. 21 cm, 130 g txt rdacontent n rdamedia nc rdacarrier Was Manager wissen müssen! 27 Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s DE-604 Elsten, Rémon Verfasser aut Was Manager wissen müssen! 27 (DE-604)BV035066071 27 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=3732503&prov=M&dok_var=1&dok_ext=htm Inhaltstext HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025243603&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz |
| title_auth | CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz |
| title_exact_search | CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz |
| title_full | CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz Nils Hafner ; Rémon Elsten |
| title_fullStr | CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz Nils Hafner ; Rémon Elsten |
| title_full_unstemmed | CRM, Customer Relationship Management Kundenmanagement zwischen Umsatzausbau und Effizienz Nils Hafner ; Rémon Elsten |
| title_short | CRM, Customer Relationship Management |
| title_sort | crm customer relationship management kundenmanagement zwischen umsatzausbau und effizienz |
| title_sub | Kundenmanagement zwischen Umsatzausbau und Effizienz |
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