Avramidou, Persefoni

2016-05-11T00:00:22Z

https://repository.ihu.edu.gr//xmlui/handle/11544/14520

CRM

masterThesis

The following paper attempts to examine the customer relationship management systems, within a framework B2B. Through a questionnaire attempted to identify the key characteristics of a group of customers, their key problems and how they are managed by companies. Finally evaluate this response on the part of customers and how they perceive the relationship cooperation with business.

Customer relations--Management

en

http://creativecommons.org/licenses/by-nc/4.0

School of Economics, Business Administration and Legal Studies, MSc in Management

Bibliography Ahn, J.‐S., Brusilovsky, P., He, D. & Syn, S., 2003. Open user profiles for adaptive news systems: Help or harm?. s.l., Proceedings of the 16th International Conference on World Wide Web (WWW'07). Cooley, L., n.d. Eggs to die for: cell death during Drosophila oogenesis. s.l., Cell Death Differ. 7(11): 1071‐‐1074. Ernst & Young, 1999. Customer relationship management. Business Week, pp. 27‐43. Kale, S., 2004. CRM Failure and the Seven Deadly Sins. s.l., Marketing Management. Kobsa, A., 2001. Pseudonymous yet Personalized Interaction with Websites. s.l., School of Information and Computer Science. Kumar, K., Shah, D. & Venkatesan, R., 2006. Measuring and managing customer Lifetime Value based retailer strategy. American Marketing Association, Winter(2006). McKenna, R., 2000. The end of marketing, s.l.: Business. Parvatiyar, A. & Sheth, J., 2001. Customer Relationship Management: Emerging Practice, Process, and Discipline. s.l., Journal of Economic and Social Research, Volume 3,Number 2, 1‐34. Reinartz, W., Krafft, M. & Hoyer, W., 2004. The Customer Relationship Management Process: Its Measurement and Impact on Performance.. s.l., Journal of Marketing Research: August 2004, Vol. 41, No. 3, pp. 293‐305.

Contents ABSTRACT ................................................................................................................. III CONTENTS .................................................................................................................V INTRODUCTION .......................................................................................................... 7 CUSTOMER RELATIONSHIP MANAGEMENT ................................................................ 8 CRM DEFINITION ............................................................................................................. 8 Evolution of CRM systems ................................................................................ 10 CRM SYSTEMS .............................................................................................................. 12 ADVANTAGES ‐ DISADVANTAGES SYSTEM CRM .................................................................... 14 Advantages of CRM system ............................................................................. 14 Disadvantages of CRM system ......................................................................... 15 RESEARCH CUSTOMER RELATIONSHIP MANAGEMENT RETAIL CLIENTS WITH PARTNER COMPANIES ............................................................................................. 17 SCOPE OF RESEARCH ....................................................................................................... 17 QUESTIONNAIRE ............................................................................................................ 18 CONCLUSIONS .......................................................................................................... 33 BIBLIOGRAPHY ........................................................................................................... 1 APPENDIX .............................................................. ERROR! BOOKMARK NOT DEFINED.Contents ABSTRACT ................................................................................................................. III CONTENTS .................................................................................................................V INTRODUCTION .......................................................................................................... 7 CUSTOMER RELATIONSHIP MANAGEMENT ................................................................ 8 CRM DEFINITION ............................................................................................................. 8 Evolution of CRM systems ................................................................................ 10 CRM SYSTEMS .............................................................................................................. 12 ADVANTAGES ‐ DISADVANTAGES SYSTEM CRM .................................................................... 14 Advantages of CRM system ............................................................................. 14 Disadvantages of CRM system ......................................................................... 15 RESEARCH CUSTOMER RELATIONSHIP MANAGEMENT RETAIL CLIENTS WITH PARTNER COMPANIES ............................................................................................. 17 SCOPE OF RESEARCH ....................................................................................................... 17 QUESTIONNAIRE ............................................................................................................ 18 CONCLUSIONS .......................................................................................................... 33 BIBLIOGRAPHY ........................................................................................................... 1 APPENDIX .............................................................. ERROR! BOOKMARK NOT DEFINED.

Lee, Nick

ihu