Letyshops

Разработка стратегии CRM: В поисках сущности управления отношениями с клиентами

Мирослав Лянцевич
Мирослав Лянцевич магистрант факультета менеджмента СпбГУ, lyantsevich@yahoo.com, www.som.pu.ru
«Частность существования» покупателей | Быть CRM или не быть – вот в чем вопрос | CRM как массовая персонализация: «Можно объять необъятное»! | CRM и «человеческий фактор» | «Брак по расчету», или Экономика отношений с покупателями | Заключение | Список литературы

1. Berry, L.L.. Relationship Marketing, in: Emerging Perspectives on Services Marketing, L.L.Berry, G.L.Shostak, and G.Upah, eds., Chicago: AMA, 1983, pp. 25-28.

2. Bendapudi, Neeli, Berry, Leonard L. Customer s motivations for maintaining relationships with service providers, Journal of Retailing, 73 # 1, 1997, pp. 15-38.

3. Drucker. Peter F. The Essential Drucker. Ch.7 Management s New Paradigms, Butterworth Heinemann, Oxford. 2001.

4. Dwyer, F Robert, Paul H. Schurr, and Sejo Oh.. Developing Buyer-Seller Relationships, Journal of Marketing, 51 # 2, 1987, pp. 11-27.

5. Kraljik, P. Purchasing must become supply management. Harvard Business Review, 61, # 5, 1983, pp. 109-118.

6. McDonald, M., Rogers, B., Woodburn, D.. Key Customers. How to manage them profitably. Butterworth Heinemann. Oxford. 2000

7. Peppers, D., Rogers, M., Dorf, B.. The One to One Fieldbook. Captone Publishing Lmtd. Oxford. 1999.

8. Pervaz, A., Rafiq, M.. Internal Marketing: Tols and Concepts for Customer-Focused Management. Butterworth Heinemann. Oxford. 2002

9. Pine II, J.. Mass Customization. The New Frontier in Business Competition. Harvard Business School Press. Boston. 1993.

10. Pine II, J., Peppers, D.. Do you want to keep your customers forever? Harvard Business Review, 73 # 2, 1995, pp. 103-114.

11. Ryals, L., Knox, S.. Cross-Functional Issues in the Implementation of Relationships Marketing Through Customer Relationships Management, European Management Journal, 19, # 5, 2001, pp. 534-542.

12. Rigby, Darell K., Reichheld, Frederick F., Schefter P.. Avoid the Four Perils of CRM, Harvard Business Review, 19, # 2, 2002, pp. 101-109.

13. Storbacka, K., Strandvik, T., Gronroos, Ch.. Managing Customer Relationships for Profit: The Dynamics of Relationship Quality, International Journal of Service Industry Management, 5, # 5, 1994, pp. 21-38.

14. Yorke, D., Droussiotis, G.. The Use of Customer Portfolio Theory. An Empirical Survey, Journal of Business and Industrial Marketing, 9, #3, 1994, pp. 6 18

<<предыдущая [1][2][3][4][5][6][7]
[вид для печати]
© Мирослав Лянцевич

 

 

Реклама: