Course

Vorlesung Customer Relationship Management

Semester:	Winter Term 2017
Lecturer:	Prof. Dr. Andreas Geyer-Schulz;
Appointment:	Dienstag 09:45 - 11:15
Location:	Geb. 20.21 RZ Raum 217
SWS:	2
Linked to:	Übung Customer Relationship Management (Übung) Winter Term 2017

Participate

To sign up to this course, you must login.

Content

Course material

Content	Author


01 Introduction	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

02 Service Competition	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

03 Managing Customer Relationships	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

04 Nature Of Services	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

05 Service and Relationship Quality	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

06 Quality Management in Services	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

07 Return on Services and Relationships	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

08 Managing the Augmented Service Offering	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

09 Market-Oriented Organization: Structure, Resources, and Service Processes	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

10 Managing Internal Marketing: A Requirement for Customer Relationship Marketing	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Principles of Service Management	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Managing Service Productivity	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Managing Marketing or Market-Oriented Management	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Managing Total Integrated Marketing Communication	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Managing Brand Relationships and Image	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Managing Service Culture: The Internal Service Imperative	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Transforming a Manufacturing Company into a Service Business	Geyer-Schulz, Andreas; Schweigert, Victoria-A.

Managing Relationships and the Six Rules of Service	Geyer-Schulz, Andreas; Schweigert, Victoria-A.