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Customer Relationship Management (CRM) von der Strategie bis zur Umsetzung: Vorgehensmodell, Methodik und Controlling-Instrumente am Beispiel der Maschinenbauindustrie

Customer Relationship Management (CRM) von der Strategie bis zur Umsetzung: Vorgehensmodell, Methodik und Controlling-Instrumente am Beispiel der Maschinenbauindustrie

          
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About the Book

Inhaltsangabe: Problemstellung: In diesem Kapitel wird die wissenschaftliche und praktische Bedeutung der Thematik dargestellt. Der theoretische Hintergrund und die empirischen Beobachtungen in der Unternehmenspraxis bilden die Grundlage für die Strukturierung der Arbeit. Mit der Formulierung von Forschungsfragen und im Hinblick auf den praktischen Einsatz der Arbeitsergebnisse wird die Untersuchung eingegrenzt und spezifiziert. Der internationale Wettbewerb hat in den vergangenen Jahren zu einer massiven Dynamisierung der Märkte geführt. Im Hinblick auf die Veränderung von Marktstrukturen, politischen Rahmenbedingungen und Technologiezyklen muss der Erfolg von Marketing-Strategien in der Unternehmenspraxis immer wieder hinterfragt werden. Es ist eine Tendenz erkennbar, wonach sich auch bei optimaler Gestaltung und Kombination der absatzpolitischen Instrumente im Marketing-Mix die marktorientierten Unternehmensziele in vielen Fällen nicht erreichen lassen. In Anlehnung an Rapp ist das Marketing angesichts der hohen Marktdynamik zu wenig prozessorientiert und zu stark kampagnenorientiert ausgerichtet. Es vernachlässigt die Kundenbeziehung als Indikator für die Wertschöpfung, da nicht zwischen profitablen und unrentablen Kunden unterschieden wird und alle Kunden mehr oder weniger gleich behandelt werden. Die Messung der Kundenzufriedenheit zur Bestimmung der Qualität einer Kundenbeziehung stellt lediglich eine Momentaufnahme dar und lässt sowohl Wettbewerber als auch zukünftige Entwicklungen unbetrachtet. Der Ansatz des klassischen Marketings wird deshalb unter dem Aspekt der Kundenloyalität und Profitabilität in Frage gestellt, da es den gezielten Einsatz der begrenzten Ressourcen zur Weiterentwicklung von Kunden- und Unternehmenswert nicht ausreichend berücksichtigt. Wissenschaftler der Universitäten von Atlanta, Cranfield und Stockholm untersuchten mit einer Reihe von Forschungsprojekten zu Themen wie Kundenbeziehungen und Relationship Marketing die traditionellen


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Product Details
  • ISBN-13: 9783838671642
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 6 mm
  • Weight: 140 gr
  • ISBN-10: 3838671643
  • Publisher Date: 29 Aug 2003
  • Height: 210 mm
  • No of Pages: 100
  • Series Title: German
  • Sub Title: Vorgehensmodell, Methodik und Controlling-Instrumente am Beispiel der Maschinenbauindustrie
  • Width: 148 mm


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Customer Relationship Management (CRM) von der Strategie bis zur Umsetzung: Vorgehensmodell, Methodik und Controlling-Instrumente am Beispiel der Maschinenbauindustrie
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