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Customer-Relationship-Management 4.0. Neue Perspektiven des modernen CRM-Managements in Autohäusern

Customer-Relationship-Management 4.0. Neue Perspektiven des modernen CRM-Managements in Autohäusern

          
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About the Book

Bachelorarbeit aus dem Jahr 2019 im Fachbereich BWL - Customer-Relationship-Management, CRM, Note: 98,89, Fachhochschule Kufstein Tirol, Sprache: Deutsch, Abstract: In dieser Abschlussarbeit werden durch Vergleiche der traditionellen CRM-Prozesse in Autohäusern mit den heutigen die Chancen, die sich durch neue Möglichkeiten und Erkenntnisse ergeben, eruiert, sowie Handlungsempfehlungen entworfen, die zu einer langfristigen und erfolgreichen Umsetzung führen. Weiterhin wird aufgezeigt, wie eine vernünftige Balance zwischen dem Einsatz von Hard-und Software und einer beziehungsstarken, individuellen und persönlichen Komponente erreicht werden kann. Eine erfolgreiche Umsetzung der CRM-Systeme sichert dem Automobilunternehmen langfristigen wirtschaftlichen Erfolg. Für Kunden und Automobilhändler soll eine"Win-Win-Situation" entstehen. Die folgenden Fragestellungen stehen im Mittelpunkt dieser Arbeit: 1. Welchen Stellenwert hat das CRM-Management aktuell in den Autohäusern? 2. Welche Erwartungen haben die Betroffenen ans das CRM der Zukunft? 3. Wissen alle Mitarbeiter und Führungspersonen die Vorteiele von Kundenanbindungsprogrammen zu schätzen? 4. Wie lassen sich Mensch und IT-Sytem miteinander erfolgreich verbinden? Die vorliegende Arbeit besteht aus deshalb aus vier Teilen. Zunä¤chst werden die Grundlagen des Customer Relationship Managements dargestellt. Im weiteren Verlauf werden weitere wichtige Einflussfaktoren, insbesondere die Phasen des Kundenbindungsmanagements, sowie die erforderlichen Change-Managementprozesse aufgezeigt. Anhand mehrerer aktueller Studien wird im zweiten Teil der Bezug zur Praxis hergestellt, während im dritten Teil Primärdaten zu den oben genannten Forschungsfragen erhoben werden. Abschließend werden Handlungsempfehlungen für den Automobilvertrieb gegeben die eine Grundlage zur erfolgreichen Umsetzung des Customer Relationship Managements in Zukunft darstellt.


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Product Details
  • ISBN-13: 9783346106896
  • Publisher: Bod Third Party Titles
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 88
  • Spine Width: 5 mm
  • Width: 148 mm
  • ISBN-10: 3346106896
  • Publisher Date: 05 Jan 2020
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 127 gr


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