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kleine Seminararbeit: being close to the customer_indentifying trust and loyalty in customer relatio |
Dokument-Nr.: F-ADSV |
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Inhalt / Beschreibung
2.1.2 2.1.1
Table of content
FOM University of Applied Sciences .................................................................................... .. Being close to customers: identifying trust and loyalty in customer relations .... ………. 1 Introduction ..................................................................................................................... 1 1.1 Aim of the paper/relevance of the topic ..................................................................... 1 1.2 Structure .................................................................................................................... 1 1.3 Research methods .................................................................................................... 1 2 Customer Relations, Trust and Loyalty – theoretical perspective ............................ 2 2.1 Customer Relations ................................................................................................... 2 Customer Relationship Management - definition .............................................................. 2 Customer Relationship Management – characteristics .................................................... 3 Customer Relationship Management and marketing........................................................ 4 Components of CRM-Systems ......................................................................................... 4 2.2 Trust .......................................................................................................................... 4 2.3 Customer Loyalty – How to keep customers? ........................................................... 5 Customer Loyalty - Definition ........................................................................................... 5 Major factors that negatively affect customer loyalty ........................................................ 5 Technique of developing customer loyalty and making the customer profitable ............... 6 3 Customer Relations – implementable perspective ...................................................... 8 3.1 Successful CRM Implementation .............................................................................. 8 3.2 Customer-oriented employee development .............................................................. 9 3.3 Customer-oriented leadership ................................................................................. 11 4 Conclusion ..................................................................................................................... 13 4.1 Appraisal .................................................................................................................. 13 4.2 Outlook/Prospects (How to minimize failure risk) .................................................... 13 Appendix Bibliography
2 .1.3
2 .1.4 2 .3.1 2 .3.2 2 .3.3
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