Increasing Customer Loyalty via Mobile Customer Relationship Management
Increasing Customer Loyalty via Mobile Customer Relationship Management

Author: Silke Freitag

Publisher: diplom.de

Published: 2002-08-01

Total Pages: 92

ISBN-13: 3832456899

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Inhaltsangabe:Abstract: The main objective of this research was to find out and demonstrate how companies can manage to maintain and increase their customer s loyalty with the help of Customer Relationship Management in today s wireless world. Due to the growing convergence of the Internet and the mobile phone, competition between companies is considerably increasing. In order to further keep their stake in the market, companies are forced to improve the relations to their customers by using new business technologies enabling them to differentiate themselves from the competition in offering personalized services especially tailored to their customers needs. This thesis will concentrate on the opportunities that Customer Relationship Management offers in the wireless world. Mobile applications and instruments that enable companies to create more loyalty among their customers will be pointed out while special focus is laid on SMS-Marketing. A few examples of companies who have been successfully applying wireless marketing will be given. Furthermore, part of this thesis was to carry out an online survey during which a number of people were interviewed about their experience with mobile services and their willingness to accept wireless marketing. The survey results provided a basis upon which the acceptance of possible marketing strategies, designed to increase customer loyalty, could be judged. Inhaltsverzeichnis:Table of Contents: AbbreviationsIII FiguresIV 1.Introduction1 1.1Problem statement2 1.2Limitation of research topic3 1.3Research procedure4 2.M-Business: Anywhere Anytime Access 5 2.1Definition of M-Business5 2.2Mobile network technology6 2.2.1GSM6 2.2.2GPRS7 2.2.3HSCSD8 2.2.4UMTS8 2.3Service technology9 2.3.1WAP9 2.3.2Bluetooth10 2.3.3Short Messaging Service (SMS)11 2.4iMode as an alternative to WAP11 2.5Mobile payment solutions14 2.5.1Paybox14 2.5.2Mobilpay16 2.5.3Payitmobile solution17 3.Mobile Customer Relationship Management - Key Functions and Definitions18 3.1Definition of Customer Relationship Management18 3.2CRM - A customer-oriented organizational process19 3.3Benefit of CRM22 3.3.1Improvement of image23 3.3.2Improvement of efficiency24 3.3.3Acquisition of new customers24 3.3.4Customer bonding25 3.4Customer Lifetime Value - A means to measure the success of CRM26 3.5CRM in the wireless world29 3.6Fields of application31 3.7Objectives of Mobile Customer Relationship Management32 4.M-CRM as a [...]

Harvard Business Review on Increasing Customer Loyalty
Harvard Business Review on Increasing Customer Loyalty

Author: Harvard Business Review

Publisher: Harvard Business Press

Published: 2011

Total Pages: 234

ISBN-13: 1422162524

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How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.

Loyalty.com
Loyalty.com

Author: Frederick Newell

Publisher: McGraw-Hill Companies

Published: 2002

Total Pages: 358

ISBN-13: 9780071387828

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Packed with case studies and real-world examples, "loyalty.com" reveals what the latest technology shifts mean to marketers in every field and outlines the fundamentals needed to build customer loyalty that will last.

Global E-Security
Global E-Security

Author: Hamid Jahankhani

Publisher: Springer Science & Business Media

Published: 2008-06-21

Total Pages: 313

ISBN-13: 354069403X

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In today’s society, where technology is ubiquitous, protecting ourselves with firewalls is as important as defending ourselves with firepower. New technology is providing criminals with a world of opportunity, while law enforcement agencies all over the world are struggling to cope. E-security is an issue of global importance. In many ways, cybercrime is no different to more traditional types of crime – both involve identifying targets, using surveillance and psychological profiling of potential victims. The major difference is that the perpetrators of cybercrime are increasingly remote to the scene of their crime and that in some cases their victims may not even realize that a crime is taking place. Knowledge of the techniques being used by criminals and the technology and tra- ing available to combat them is essential in fighting cybercrime. Establishing dialogue between crime-fighting agencies, the security industry, researchers and experts can provide a platform from which e-security can be examined from several global p- spectives.

Strategic Retail Management
Strategic Retail Management

Author: Joachim Zentes

Publisher: Springer

Published: 2016-10-07

Total Pages: 469

ISBN-13: 3658101830

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This book is devoted to the dynamic development of retailing. The focus is on various strategy concepts adopted by retailing companies and their implementation in practice. This is not a traditional textbook or collection of case studies; it aims to demonstrate the complex and manifold questions of retail management in the form of twenty lessons, where each lesson provides a thematic overview of key issues and illustrates them via a comprehensive case study. The examples are all internationally known retail companies, to facilitate an understanding of what is involved in strategic retail management and illustrate best practices. In the third edition, all chapters were revised and updated. Two new chapters were added to treat topics like corporate social responsibility as well as marketing communication. All case studies were replaced by new ones to reflect the most recent developments. Well-known retail companies from different countries, like Tesco, Zalando, Hugo Boss, Carrefour, Amazon, Otto Group, are now used to illustrate particular aspects of retail management.

Handbook of Research on Technology Applications for Effective Customer Engagement
Handbook of Research on Technology Applications for Effective Customer Engagement

Author: Mohd Suki, Norazah

Publisher: IGI Global

Published: 2020-09-04

Total Pages: 391

ISBN-13: 179984773X

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In the challenging digital economy, bridging the gap between the external stakeholder and business entities through effective applications of technology carries more importance than ever before. By building a strong online presence and maintaining a long-lasting relationship with valuable customers through high-quality customer experience, companies continue to thrive during this digital age. The Handbook of Research on Technology Applications for Effective Customer Engagement is a pivotal reference source that provides vital research on the utilization of the best research practices for consumer satisfaction and loyalty. While highlighting topics such as target marketing, consumer behavior, and brand equity, this publication explores the applications of modern technology in marketing as well as recent business activities of international companies. This book is ideally designed for business professionals, practitioners, marketers, advertisers, brand managers, retailers, managers, academics, researchers, and graduate-level students.

InfoWorld
InfoWorld

Author:

Publisher:

Published: 2001-04-16

Total Pages: 104

ISBN-13:

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InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.

Mobile Platforms, Design, and Apps for Social Commerce
Mobile Platforms, Design, and Apps for Social Commerce

Author: Pelet, Jean-Éric

Publisher: IGI Global

Published: 2017-05-17

Total Pages: 432

ISBN-13: 1522524703

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While social interactions were once a personal endeavor, more contact is now done virtually. Mobile technologies are an ever-expanding area of research which can benefit users on the organizational level, as well as the personal level. Mobile Platforms, Design, and Apps for Social Commerce is a critical reference source that overviews the current state of personal digital technologies and experiences. Highlighting fascinating topics such as M-learning applications, social networks, mHealth applications and mobile MOOCs, this publication is designed for all academicians, students, professionals, and researchers that are interested in discovering more about how the use of mobile technologies can aid in human interaction.

Customer Relationship Management Strategies in the Digital Era
Customer Relationship Management Strategies in the Digital Era

Author: Nas?r, Süphan

Publisher: IGI Global

Published: 2015-03-31

Total Pages: 340

ISBN-13: 1466682329

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In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT

Author: S. SHANMUGASUNDARAM

Publisher: PHI Learning Pvt. Ltd.

Published: 2008-04-15

Total Pages: 229

ISBN-13: 8120333268

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Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES  Covers various dimensions of CRM with several case studies.  Includes the modern concept—e-CRM.  Incorporates deep study of research oriented topics.