Karlsruhe Institute of TechnologyKarlsruhe Institute of Technology

Lehrveranstaltung

Vorlesung Customer Relationship Management

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Semester:Wintersemester 2018
Dozenten:Prof. Dr. Andreas Geyer-Schulz;
Termin:Dienstag 09:45 - 11:15
Ort:Geb. 20.21 RZ Raum 217
SWS:2
Verlinkt mit:Übung Customer Relationship Management (Übung) Wintersemester 2018

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Inhalt


Vorlesungsmaterialien

Inhalt Autor
01 Introduction Geyer-Schulz, Andreas
02 Service Competition Geyer-Schulz, Andreas
03 Managing Customer Relationships Geyer-Schulz, Andreas
04 Nature Of Services Geyer-Schulz, Andreas
05 Service and Relationship Quality Geyer-Schulz, Andreas
06 Quality Management in Services Geyer-Schulz, Andreas
07 Return on Services and Relationships Geyer-Schulz, Andreas
08 Managing the Augmented Service Offering Geyer-Schulz, Andreas
09 Market-Oriented Organization: Structure, Resources, and Service Processes Geyer-Schulz, Andreas
10 Managing Internal Marketing: A Requirement for Customer Relationship Marketing Geyer-Schulz, Andreas
Principles of Service Management Geyer-Schulz, Andreas
Managing Service Productivity Geyer-Schulz, Andreas
Managing Marketing or Market-Oriented Management Geyer-Schulz, Andreas
Managing Total Integrated Marketing Communication Geyer-Schulz, Andreas
Managing Brand Relationships and Image Geyer-Schulz, Andreas
Managing Service Culture: The Internal Service Imperative Geyer-Schulz, Andreas
Transforming a Manufacturing Company into a Service Business Geyer-Schulz, Andreas
Managing Relationships and the Six Rules of Service Geyer-Schulz, Andreas
Exams