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http://elartu.tntu.edu.ua/handle/lib/21088| Назва: | Handbook for practical classes and self-training 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. “Customer Relationship Management” : handbook for practical classes and self-training on discipline for the 3rd year students of the specialty 6.030601 “Management” (full-time study bachelors) / I. V. Lutsykiv. – Ternopil : ФОП Паляниця В. А., 2016. – 24 p. |
| Bibliographic description: | Lutsykiv I. V. “Customer Relationship Management” : handbook for practical classes and self-training on discipline for the 3rd year students of the specialty 6.030601 “Management” (full-time study bachelors) / I. V. Lutsykiv. – Ternopil : ФОП Паляниця В. А., 2016. – 24 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/21088 |
| Перелік літератури: | 1. W. Reinartz, M. Krafft, W. Hoyer The customer relationship management process: Its measurement and impact on performance // Journal of Marketing Research. – 2004. – 41(3). – P. 293–305. 2. M. Rogers Customer strategy: Observations from the trenches // Journal of Marketing. – 2005. – (69). – P. 262–63 3. M. Uncles, G. Dowling, K. Hammond Customer Loyalty and Customer Loyalty Programs // Journal of Consumer Marketing. – 2005. – P. 294-316. 4. R. Stump, G. Athaide, A. Joshi Managing Seller-Buyer New Product Development Relationships for Customized Products // The Journal of Product Innovation Management. – 2002. – P. 439-454. 2. M. Rogers Customer strategy: Observations from the trenches // Journal of Marketing. – 2005. – (69). – P. 262–63 3. M. Uncles, G. Dowling, K. Hammond Customer Loyalty and Customer Loyalty Programs // Journal of Consumer Marketing. – 2005. – P. 294-316. 4. R. Stump, G. Athaide, A. Joshi Managing Seller-Buyer New Product Development Relationships for Customized Products // The Journal of Product Innovation Management. – 2002. – P. 439-454. |
| References: | 1. W. Reinartz, M. Krafft, W. Hoyer The tsustomer relationship management protsess: Its measurement and impatst on performantse // Journal of Marketing Research. – 2004. – 41(3). – P. 293–305. 2. M. Rogers Tsustomer strategy: Observations from the trenches // Journal of Marketing. – 2005. – (69). – P. 262–63 3. M. Untsles, G. Dowling, K. Hammond Tsustomer Loyalty and Tsustomer Loyalty Programs // Journal of Tsonsumer Marketing. – 2005. – P. 294-316. 4. R. Stump, G. Athaide, A. Joshi Managing Seller-Buyer New Produtst Development Relationships for Tsustomized Produtsts // The Journal of Produtst Innovation Management. – 2002. – P. 439-454. |
| Тип вмісту: | Learning Object |
| Розташовується у зібраннях: | Методичні матеріали кафедри менеджменту та адміністрування |
Файли цього матеріалу:
| Файл | Опис | Розмір | Формат | |
|---|---|---|---|---|
| Handbook for practical classes and self-training on discipline “Customer Relationship Management”.docx | Lutsykiv I. V. Handbook for practical classes and self-training 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. – 24 p. | 107,16 kB | Microsoft Word XML | Переглянути/відкрити |
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