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Customer-Relationship-Management im Zeitalter des E-Business by Ohrem, Michael

Customer-Relationship-Management im Zeitalter des E-Business

by Michael Ohrem
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Book cover type: Paperback
  • ISBN13: 9783638739863
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 84
  • Original Price: USD 26.9
  • Language: German
  • Edition: N/A
  • Item Weight: 123 grams
  • BISAC Subject(s): Marketing / General

Studienarbeit aus dem Jahr 2004 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 1,7, Westfälische Hochschule Gelsenkirchen, Bocholt, Recklinghausen, Sprache: Deutsch, Abstract: Es wird versucht im Rahmen dieser Seminararbeit Prozesse im Kundenbeziehungsmanagement mit Hilfe des E-Business zu erläutern bzw. zu modellieren und somit einen unternehmensindividuellen Handlungsrahmen zu erarbeiten.Besonderes Augenmerk ist auf die Tatsache gerichtet, dass keine Musterlösungen zur Verbesserung des Kundenkontaktes existieren. "Die Software, die zur Verbesserung der ablaufenden Prozesse eingesetzt wird, muss zum Unternehmen passen - und nicht umgekehrt." Ziel dieser Arbeit ist es, mit E-Business Prozesse zu identifizieren, welche es ermöglichen, CRM aus Unternehmenssicht zu steuern. Der Erhalt und die Gestaltung von langfristigen Beziehungen stehen hierbei im Vordergrund. "Einen neuen Kunden zu gewinnen koste ein Unternehmen im Durchschnitt fünfmal so viel wie einen vorhandenen Kunden zu pflegen", wie in einer Untersuchung der Katholischen Universität Eichstätt ermittelt wurde. Das oftmals brachliegende Datenpotential der Kunden soll mit Hilfe des E-Business ausgeschöpft und sinnvoll genutzt werden.

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