Increasing Customer Loyalty via Mobile Customer Relationship Management

Increasing Customer Loyalty via Mobile Customer Relationship Management
Author :
Publisher : diplom.de
Total Pages : 92
Release :
ISBN-10 : 9783832456894
ISBN-13 : 3832456899
Rating : 4/5 (94 Downloads)

Book Synopsis Increasing Customer Loyalty via Mobile Customer Relationship Management by : Silke Freitag

Download or read book Increasing Customer Loyalty via Mobile Customer Relationship Management written by Silke Freitag and published by diplom.de. This book was released on 2002-08-01 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 [...]


Increasing Customer Loyalty via Mobile Customer Relationship Management Related Books

Increasing Customer Loyalty via Mobile Customer Relationship Management
Language: en
Pages: 92
Authors: Silke Freitag
Categories: Business & Economics
Type: BOOK - Published: 2002-08-01 - Publisher: diplom.de

DOWNLOAD EBOOK

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 l
Harvard Business Review on Increasing Customer Loyalty
Language: en
Pages: 234
Authors: Harvard Business Review
Categories: Business & Economics
Type: BOOK - Published: 2011 - Publisher: Harvard Business Press

DOWNLOAD EBOOK

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;
Global E-Security
Language: en
Pages: 313
Authors: Hamid Jahankhani
Categories: Computers
Type: BOOK - Published: 2008-06-21 - Publisher: Springer Science & Business Media

DOWNLOAD EBOOK

In today’s society, where technology is ubiquitous, protecting ourselves with firewalls is as important as defending ourselves with firepower. New technology
Strategic Retail Management
Language: en
Pages: 469
Authors: Joachim Zentes
Categories: Business & Economics
Type: BOOK - Published: 2016-10-07 - Publisher: Springer

DOWNLOAD EBOOK

This book is devoted to the dynamic development of retailing. The focus is on various strategy concepts adopted by retailing companies and their implementation
Loyalty.com
Language: en
Pages: 358
Authors: Frederick Newell
Categories: Business & Economics
Type: BOOK - Published: 2002 - Publisher: McGraw-Hill Companies

DOWNLOAD EBOOK

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 fund