Publikace detail

Návrh systému měření pro výběr oprimální koncepce obsluhy individuálních zákazníků

Autoři: Pecinová Zuzana | Branská Lenka

Rok: 2007

Druh publikace: článek v odborném periodiku

Název zdroje: Vedecké listy

Název nakladatele: Slovenská technická univezita v Bratislave

Místo vydání: Bratislava

Strana od-do: 68-77

Tituly:

Jazyk	Název	Abstrakt	Klíčová slova
cze	Návrh systému měření pro výběr oprimální koncepce obsluhy individuálních zákazníků	Implementation of CRM strategy means to serve various customers in various ways not only in relation to their requirements and needs but to their value to the firm, too. Nowadays the firms seek on one hand for the ways of value to customer increasing. On the other side in today?s high competitive environment the firms have to consider economic aspects of the behavior to reflect in customization both the sides of customer value. An appropriate tool, which should be able to make easy the process of setting and implementation of the differentiated customers? care, is the properly conceived measurement system, i.e. the system of metrics. The paper deals with determination of principles that the system should respect and furthermore the relevant system that could be used as the supportive tool for creation and implementation of individual customers? care is designed.
eng	Concept of Measurement System for Selection of Individual Customers Optimal Care	Implementation of CRM strategy means to serve various customers in various ways not only in relation to their requirements and needs but to their value to the firm, too. Nowadays the firms seek on one hand for the ways of value to customer increasing. On the other side in today´s high competitive environment the firms have to consider economic aspects of the behavior to reflect in customization both the sides of customer value. An appropriate tool, which should be able to make easy the process of setting and implementation of the differentiated customers´care, is the properly conceived measurement system, i.e. the system of metrics. The paper deals with determination of principles that the system should respect and furthermore the relevant system that could be used as the supportive tool for creation and implementation of individual customers´ care is designed.	customer relationship management; customer value; measurement; performance metrics; process performance metrics; customer satisfaction metrics; market performance metrics; financial performance metrics

Search

Přihlášení pro studenty

Přihlášení pro zaměstnance

Publikace detail

Katedry

Ústavy a pracoviště

Jak nás najdete?

Služby

Často hledáte