TAILIEUCHUNG - Customer Relationship Management

Chapters 1 through 3 focus on the concept of CRM. Chapter 1 defines what CRM means in today’s business environment and why only organizations with clear and effective CRM strategies are destined for long-term success. Chapter 2 introduces the Customer Service/Sales Profile model, a brand new tool for understanding the dynamic relationship between stand-alone service transactions, repeat customers, and the creation of wonderful customer advocates who love to spread the good word about you and your products and services. In Chapter 3, you’ll read about issues dealing with managing service delivery and using the Customer Service/Sales Profile model. | Y L F M A E T Team-Fly® Customer Relationship Management Other titles in the Briefcase Books series include: Communicating Effectively by Lani Arredondo Performance Management by Robert Bacal Recognizing and Rewarding Employees by R. Brayton Bowen Motivating Employees by Anne Bruce and James S. Pepitone Leadership Skills for Managers by Marlene Caroselli Effective Coaching by Marshall J. Cook Conflict Resolution by Daniel Dana Project Management by Gary Heerkens Managing Teams by Lawrence Holpp Hiring Great People by Kevin C. Klinvex, Matthew S. O’Connell, and Christopher P. Klinvex Empowering Employees by Kenneth L. Murrell and Mimi Meredith Presentation Skills for Managers by Jennifer Rotondo and Mike Rotondo The Manager’s Guide to Business Writing by Suzanne D. Sparks Skills for New Managers by Morey Stettner To learn more about titles in the Briefcase Books series go to You’ll find the tables of contents, downloadable sample chap- ters, information about the authors, discussion guides for using these books in training programs, and more. A Briefcase Book Customer Relationship Management Kristin Anderson Carol Kerr McGraw-Hill New York Chicago San Francisco Lisbon Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Copyright 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Manufactured in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher. 0-07-139412-5 The material in this eBook also appears in the print version of this title: 0-07-137954-1. All trademarks are trademarks of their respective owners. Rather than put a trademark symbol after every occurrence of a trademarked name, we use names in an editorial fashion only, and to the benefit of the trademark owner, with no .

• Quản trị kinh doanh
• Customer Relationship
• Management Defined
• CRM Success Factors
• Customer Service
• Managing Your Customer
• CRM Strategy Starting
• Micro banking image
• Customer satisfaction as a mediation between micro banking image
• Customer relationship and customer loyalty
• Micro enterprises lies
• Con sumer loyalty
• Customer loyalty
• Customer satisfaction
• Relationship between service quality
• Price perception
• Master Thesis in Economics
• Master Thesis in Economics sample
• Customer relationship management
• Customer relationship management in the traditional retail banks
• Banks in France
• Customer management
• Banks management
• Customer satisfaction and loyalty
• High positive correlation
• Concept of Direct Marketing
• Relationship centric marketing
• Turn a good business into a great one
• Customer relationship management demystified
• Defining customer service excellence
• Achieving service excellence
• Relationship among e banking service quality
• E banking sector in Vietnam
• Relationship Management
• Management and Business
• CRM Medium
• Customers’ Perceptions
• Customer Centric
• Influence of CRM
• Self administered questionnaire
• Star rated hotels
• Multiple regression model
• Summary of PhD thesis Business administration
• Summary of PhD thesis
• Business administration
• Business performance of retail companies
• Doctoral thesis Business Administration
• Influence of relationship marketing
• Marketing on customer loyalty
• Commercial banks
• Individual customer loyalty
• Service quality
• Telecommunication industry of Laos
• Telecommunication companies
• Customer equity
• Brand equity
• Value equity
• Relationship equity
• Customer loyaty
• Fast food chain restaurant
• Structural Equation Model (SEM)
• Studying factors affecting
• Deploy successful e CRM solutions
• Relationship management in aviation
• Case of Hawassa City
• Explanatory research design
• Quantitative research approach
• Inferential statistics employing correlation
• Information technology
• Telecom company in Vietnam
• Potential benefits of CRM systems
• Customer centric age
• Customer trust
• Perceived risk
• Purhcase intention
• Managerial implications are discussed
• Customer trust and perceived risk
• CRM and customer loyalty
• Oldest Iranian banks
• Bank Melli Iran
• Retail banking market
• Service quality on customer satisfaction in fitness firms
• Customer satisfaction in fitness firms
• The conceptualized relationship model
• The steady state matrix apparent
• Gain competitive advantage
• Existing CRM Practice
• Customer centric view
• Analysis of customer needs
• Development of individualized products
• Lecture Management Information Systems
• Bài giảng Hệ thống thông tin quản lý
• Customer Intimacy
• Supply chain management systems
• Customer relationship management systems
• Enterprise resource planning
• quản trị kinh doanh
• quản trị mối quan hệ với khách hàng
• kinh doanh
• CRM
• E business for managers
• Thương mại điện tử
• E customer relationship management
• Intelligent agents
• Frequently asked questions
• Business to business e CRM
• The moderator effects
• Switching costs
• Customer expertise in the satisfaction repurchase
• Intention relationship
• Mobile telecommunication services
• Summary of Economic Doctoral thesis
• Corporate social responsibility
• Brand customer relationship quality
• Switching brand intention
• The consumer goods