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Kundenorientierung mit Hilfe eines DV-gestützten Beschwerdemanagements im Filialeinzelhandel der WMF AG by Banzhaf, Michael

Kundenorientierung mit Hilfe eines DV-gestützten Beschwerdemanagements im Filialeinzelhandel der WMF AG

by Michael Banzhaf
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Book cover type: Paperback
  • ISBN13: 9783838612843
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Diplom.de
  • Publisher Imprint: Diplom.de
  • Publication Date:
  • Pages: 76
  • Original Price: GBP 54.5
  • Language: German
  • Edition: N/A
  • Item Weight: 109 grams
  • BISAC Subject(s): Marketing / General

Inhaltsangabe: Gang der Untersuchung: Die Zielsetzung der vorliegenden Diplomarbeit ist die Verbesserung der Kundenorientierung durch ein DV-gestütztes Beschwerdemanagement im Filialeinzelhandel der WMF AG. Insbesondere soll untersucht werden, in wie weit es sinnvoll sein kann, im Bereich der Filialverwaltung für den Beschwerdemanagementproze DV-Unterstützung einzusetzen. Nach einem einführenden ersten Kapitel, in dem unter anderem die Bedeutung des Beschwerdemanagements dargestellt wird, ist das Beschwerdemanagement im modernen Marketing-Denken das Thema des zweiten Kapitels. Damit soll die theoretische Basis für die darauf folgenden praxisnahen Ausführungen geschaffen werden. Begriffsbestimmungen, Untersuchungen zum Beschwerdeverhalten und der Beschwerdemanagementproze bilden die Schwerpunkte. Mit einer Ist-Analyse werden im dritten Kapitel bestehende Strukturen des Beschwerdemanagements im WMF Filialwesen herausgestellt. Betrachtungsgegenstand sind der Organisationsaufbau, die Beschwerdekanäle, der Ablauf der Beschwerdebearbeitung und die Beschwerdehäufigkeit. Anhand der Ist-Analyse kommen erste Schwächen des bestehenden Systems zum Vorschein. Im vierten Kapitel wird auf verschiedene DV-gestützte Beschwerdemanagement-Systeme eingegangen. Für diesen Zweck erfolgt eine Zweiteilung des Kapitels. Der erste Teil untersucht die derzeit vorhandenen Systemressourcen der WMF AG hinsichtlich ihrer Verbesserungspotentiale. Dabei werden konkrete Anstö e gegeben. Der zweite Teil widmet sich den Möglichkeiten, die sich aus dem Einsatz von zusätzlicher Software ergeben. Zunächst wird auf die Vorgehensweise bei der Beschwerdemanagement-Softwaresuche eingegangen und der derzeitige Markt für Beschwerdemanagement-Software dargestellt. "Sorry!", ein Gemeinschaftsprodukt von Servmark und Rödl & Partner, und der "BESCHWERDEmanager", ein Produkt der Kiefer & Veittinger GmbH, werden als die beiden leistungsfähigsten Sotwarelösungen ermittelt und dargestellt. In die Betrachtung ko

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