Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Save to My Library
Look up keyword or section
Like this
9Activity

Table Of Contents

1 INTRODUCTION TO THE STUDY
1.1 Background of the study
1.2 Research problem
1.3 Research methods and research design
1.4 Limitations and outline of the study
1.5 Reliability and validity
1.6 The structure of the study
1.7 Central terminology of the study
2.1 Mission and services
2.2 Organisation structure
3 INTRODUCTION TO CRM
3.1 Development of CRM
3.2 Motivation to CRM
3.3 Main characteristics of relationship marketing
3.4 Types of CRM
3.4.1 Strategic CRM
3.4.2 Operational CRM
3.4.3 Analytical CRM
3.4.4 Collaborative CRM
3.5 Defining CRM
3.6 Models of CRM
3.6.1 Payne’s five-process model
3.6.2 The QCI customer management model
4 FROM INTERACTION TO RELATIONSHIP
4.1 Through accessibility and interactions to value creation
4.2 What is meant by relationship in business environment?
4.3 Phases of the customer relationship
4.3.1 Customer journey
4.4 Trust and commitment
4.5 The structure of the customer base
4.6 Customer portfolio management
4.6.1 Customer relationships require owners
5.2 Customer retention
5.2.1 Measuring retention rate
5.2.2 Strategically significant customers
5.2.3 Reducing customer defection
5.3 Searching for customer loyalty
5.3.1 Quality
5.3.2 Customer value creation process
5.3.3 Customer perceived value
5.3.4 Total customer satisfaction
5.3.5 Complaint handling
5.3.6 Building loyalty through marketing activities
6 CUSTOMER INFORMATION ENABLING VALUE CREATION
6.1 From customer data to interpretations and implications
6.2 Customer-related data
6.3 Data mining
6.4 Required competences
7 CONCLUSION
7.1 Conclusions
7.2 Suggestions and recommendations
REFERENCES
APPENDICES
Appendix 1 Background information of the interviewed non-profit organisation
0 of .
Results for:
No results containing your search query
P. 1
Heimonen Jesse

Heimonen Jesse

Ratings: (0)|Views: 3,508|Likes:
Published by Check Ritbumroong

More info:

Published by: Check Ritbumroong on Nov 27, 2011
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

02/17/2013

pdf

text

original

You're Reading a Free Preview
Pages 4 to 40 are not shown in this preview.
You're Reading a Free Preview
Pages 44 to 77 are not shown in this preview.

Activity (9)

You've already reviewed this. Edit your review.
1 hundred reads
vasanth_kiran_1 liked this
Rupam Ghosh liked this
Sumit Sah liked this
lorenyell liked this
Ma Yuan liked this
Ma Yuan liked this

You're Reading a Free Preview

Download
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->