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http://elartu.tntu.edu.ua/handle/lib/21087| Назва: | The course of lectures on discipline “Customer Relationship Management” for the 3rd year students of the specialty 6.030601 “Management” (full-time study bachelors) |
| Автори: | Луциків, Іванна Василівна |
| Бібліографічний опис: | Lutsykiv I. V. The course of lectures on discipline “Customer Relationship Management” for the 3rd year students of the specialty 6.030601 “Management” (full-time study bachelors). – Ternopil: ФОП Паляниця В. А., 2016. – 78 p. |
| Bibliographic description: | Lutsykiv I. V. The course of lectures on discipline “Customer Relationship Management” for the 3rd year students of the specialty 6.030601 “Management” (full-time study bachelors). – Ternopil: ФОП Паляниця В. А., 2016. – 78 p. |
| Дата публікації: | 2016 |
| Дата подання: | 2016 |
| Дата внесення: | 14-чер-2017 |
| Країна (код): | UA |
| Місце видання, проведення: | Ternopil: ФОП Паляниця В. А. |
| Теми: | Customer relationship management, customer needs, customer satisfaction and loyalty |
| Короткий огляд (реферат): | Customer Relationship Management is a broadly recognized, widely implemented strategy for managing an organization’s interactions with customers, clients and sales prospects. In this course, and through practical examples and exercises, students will learn to unleash CRM’s potential. From the systematic capture of customer data to its analysis and from drawing the right conclusions to making the most pertinent decisions they will be able to use CRM to maximize customer lifetime value and satisfaction. The purpose of the course is to provide students with fundamental theoretical and practical knowledge in various concepts of customer relationship management which are necessary when interacting with internal and external stakeholders. |
| Зміст: | The nature of customer relationship management; Identifying customer needs; Admission of clients and establishing contact; Marketing of customer relationship; Basics of creating mutually beneficial relationship with customers; Clients communication; Advertising: meaning, types and role in relationship with clients; Argumentation and presentation of goods; Customer satisfaction and loyalty; Building customer loyalty; Customer retention and prescriptions for loyalty |
| URI (Уніфікований ідентифікатор ресурсу): | http://elartu.tntu.edu.ua/handle/lib/21087 |
| Перелік літератури: | 1. E. Anderson, C. Fornell, D. Lehmann Customer Satisfaction, Market Share, and Profitability. - Journal of Marketing. – 1994. – 66 p. 2. S. Brown From Customer Loyalty to Customer Dependency: Customer Relationship Management. – New York: John Wiley & Sons Canada. – 86 p. 3. A. Richard, B. Scott , R. MacKenzie, W. Olshavsky A Reexamination of the Determinants of Consumer Satisfaction // Journal of Marketing. – 1996. - № 60 (3). – P. 15-32. 4. T. Vredenburg, C. Wee The Role of Customer Service in Determining Customer Satisfaction // Journal of the Academy of Marketing Science. – 1986. – № 14 (2). – P. 17-26. 5. A. Parvatiyar, J. N. Sheth Customer relationship management: emerging practice, process, and discipline // Journal of Economic & Social Research. – 2001. – 3(2). – P. 1-34. 6. B. Stauss, Using New Media for Customer Interaction: A Challenge for Relationship Marketing. Relationship Marketing. – 2000. – New York: Springer. – 233-254 p. 7. E. Plakoyiannaki, N. Tzokas Customer Relationship Management: A Capabilities Portfolio Perspective // Journal of Database Marketing. – 2001. – P. 228-237. |
| References: | 1. E. Anderson, C. Fornell, D. Lehmann Customer Satisfaction, Market Share, and Profitability. - Journal of Marketing. – 1994. – 66 p. 2. S. Brown From Customer Loyalty to Customer Dependency: Customer Relationship Management. – New York: John Wiley & Sons Canada. – 86 p. 3. A. Richard, B. Scott , R. MacKenzie, W. Olshavsky A Reexamination of the Determinants of Consumer Satisfaction // Journal of Marketing. – 1996. - № 60 (3). – P. 15-32. 4. T. Vredenburg, C. Wee The Role of Customer Service in Determining Customer Satisfaction // Journal of the Academy of Marketing Science. – 1986. – № 14 (2). – P. 17-26. 5. A. Parvatiyar, J. N. Sheth Customer relationship management: emerging practice, process, and discipline // Journal of Economic & Social Research. – 2001. – 3(2). – P. 1-34. 6. B. Stauss, Using New Media for Customer Interaction: A Challenge for Relationship Marketing. Relationship Marketing. – 2000. – New York: Springer. – 233-254 p. 7. E. Plakoyiannaki, N. Tzokas Customer Relationship Management: A Capabilities Portfolio Perspective // Journal of Database Marketing. – 2001. – P. 228-237. |
| Тип вмісту: | Learning Object |
| Розташовується у зібраннях: | Наукові публікації працівників кафедри менеджменту та адміністрування |
Файли цього матеріалу:
| Файл | Опис | Розмір | Формат | |
|---|---|---|---|---|
| The course of lectures on discipline “Customer Relationship Management”.docx | 1. Lutsykiv I. V. The course of lectures on discipline “Customer Relationship Management” for the 3rd year students of the specialty 6.030601 “Management” (full-time study bachelors). – Ternopil: ФОП Паляниця В. А., 2016. – 78 p. | 598,1 kB | Microsoft Word XML | Переглянути/відкрити |
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