Формирование и развитие отношений клиентоориентированной компании
Диссертация
Проведенный анализ показал отсутствие связей между ключевыми элементами модели, что не позволило проанализировать влияние ориентации на клиента на финансовые результаты деятельности. Исследование практики компаний, эффективно взаимодействующих с клиентами, позволило выделить наиболее важные группы компетенций по работе с клиентами: стратегическое управление отношениями, а также текущее… Читать ещё >
Содержание
- ГЛАВА 1. ОРИЕНТАЦИЯ КОМПАНИИ НА КЛИЕНТА: ПРОЦЕССЫ, СТРУКТУРЫ, ВЗАИМОДЕЙСТВИЯ
- 1. 1. Многообразие видов ориентации компании на клиента и их влияние на конкурентоспособность
- 1. 2. Анализ инструментов оценки ориентации на клиента и возможностей их использования в современном мире
- 1. 3. Уровни ориентации на клиента в компании
- 1. 4. Процессный подход к анализу системы управления отношениями с клиентами
- ГЛАВА 2. ТЕОРЕТИЧЕСКИЕ ОСНОВЫ ПОСТРОЕНИЯ И РАЗВИТИЯ ОТНОШЕНИЙ С КЛИЕНТАМИ
- 2. 1. Взаимодействие с клиентом как самостоятельный предмет исследования
- 2. 2. Анализ структуры взаимоотношений и агентов взаимодействия
- 2. 3. Подходы к формированию и развитию отношений с клиентами
- 2. 4. Процессы управления взаимоотношениями с клиентами
- ГЛАВА 3. АНАЛИЗ ПРАКТИКИ ФОРМИРОВАНИЯ И РАЗВИТИЯ ОТНОШЕНИЙ С КЛИЕНТАМИ РОССИЙСКИХ КОМПАНИЙ
- 3. 1. Разработка и тестирование модели формирования и развития отношений клиентоориентированной компании
- 3. 2. Анализ компетенций, обеспечивающих ориентацию на клиента на российском рынке. НО
- 3. 3. Факторы, определяющие ориентацию на клиента в межличностных взаимодействиях
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