Course

Vorlesung Customer Relationship Management

Semester:	Winter Term 2016
Lecturer:	Dr. Andreas Sonnenbichler;
Appointment:	Dienstag 09:45 - 11:15
Location:	20.21-217
SWS:	2
Linked to:	Übung Customer Relationship Management (Übung) Winter Term 2016

Content	Author


01 Introduction	Sonnenbichler, Andreas

10 Managing Internal Marketing: A Requirement for Customer Relationship Marketing	Sonnenbichler, Andreas

02 Service Competition	Sonnenbichler, Andreas

03 Managing Customer Relationships	Sonnenbichler, Andreas

04 Nature Of Services	Sonnenbichler, Andreas

05 Service and Relationship Quality	Sonnenbichler, Andreas

06 Quality Management in Services	Sonnenbichler, Andreas

07 Return on Services and Relationships	Sonnenbichler, Andreas

08 Managing the Augmented Service Offering	Sonnenbichler, Andreas

09 Market-Oriented Organization: Structure, Resources, and Service Processes	Sonnenbichler, Andreas

Principles of Service Management	Sonnenbichler, Andreas

Managing Service Productivity	Sonnenbichler, Andreas

Managing Marketing or Market-Oriented Management	Sonnenbichler, Andreas

Managing Total Integrated Marketing Communication	Sonnenbichler, Andreas

Managing Brand Relationships and Image	Sonnenbichler, Andreas

Managing Service Culture: The Internal Service Imperative	Sonnenbichler, Andreas

Transforming a Manufacturing Company into a Service Business	Sonnenbichler, Andreas

Managing Relationships and the Six Rules of Service	Sonnenbichler, Andreas