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Dissertations / Theses on the topic 'Client relationship management'

Author: Grafiati

Published: 24 April 2022

Last updated: 30 July 2025

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1

Sarkar, Mainak. "Three essays on artificial intelligence models for customer relationship management." Thesis, Cergy-Pontoise, Ecole supérieure des sciences économiques et commerciales, 2022. http://www.theses.fr/2022ESEC0002.

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La thèse se compose de trois essais sur "Modèles d'intelligence artificielle pour la gestion de la relation client". En particulier, les essais sont construits sur de nouveaux algorithmes d'apprentissage en profondeur connus sous le nom de réseaux de neurones à mémoire longue et courte durée (LSTM). Le premier essai montre que les réseaux de neurones LSTM, qui reposent exclusivement sur des données brutes en entrée, peuvent remplacer les modèles basés sur l'ingénierie des fonctionnalités pour prédire le comportement des clients dans le contexte du marketing direct. Dans le deuxième essai, je d

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2

Shingne, Meeta Sadanand. "Information technology and client relationship management in architecture building competitive advantage /." Master's thesis, Mississippi State : Mississippi State University, 2003. http://library.msstate.edu/etd/show.asp?etd=etd-04082003-160100.

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3

Hoyle, Damian R. "A business engineering approach to client relationship management in a knowledge based firm." Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/63900/1/Damian_Hoyle_Thesis.pdf.

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This thesis examines Customer Relationship Management and how the capabilities of an organisation to innovate can be enhanced via its implementation in a Knowledge Based Firm. The research identifies current customer knowledge components within an organisation and identifies for future use, CRM components for implementation within a Knowledge Based Firm. Opinions from a panel of experts' are identified for best practice customer relationship strategy, the most important CRM processes and identification of customer knowledge components that will form the basis of implementing a successful C

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Hu, Qing. "A critique of the consultant-client relationship in Chinese SME's Lean improvement projects." Thesis, Cardiff University, 2014. http://orca.cf.ac.uk/71189/.

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This thesis critiques the consultant-client relationship in Chinese SMEs’ lean improvement projects. SMEs, which are crucial to China’s economy, encounter many challenges during their development. Management practices, such as lean, have been developed to improve organisational performance. In their application to SMEs, resource constraints mean that business assistance from external agencies, such as management consultants, is required. Drawing on multiple theoretical lenses, including organisational learning, institutional theory and contingency theory, a research framework is established. T

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Sankaranarayanan, Balaji. "IS outsourcing effectiveness understanding the effects of relationship diversities, client capabilities and knowledge capital gains /." [Bloomington, Ind.] : Indiana University, 2008. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3330804.

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Thesis (Ph.D.)--Indiana University, Kelley School of Business, 2008.<br>Title from PDF t.p. (viewed on Jul 21, 2009). Source: Dissertation Abstracts International, Volume: 69-10, Section: A, page: 4033. Advisers: Carol V. Brown; Alan R. Dennis.

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6

Bonnet, Fabien. "Évolutions sociétales et mutations de la relation client : Une approche communicationnelle de la relation au client développée par EDF." Thesis, Paris 4, 2012. http://www.theses.fr/2012PA040157.

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Cette recherche interroge l’évolution du rapport entretenu par EDF, ancienne entreprise publique, avec sa clientèle. A travers une approche communicationnelle, on questionne en particulier le sens des pratiques et des discours marketing qui ont accompagné l’émergence récente de la notion, des dispositifs et des pratiques de Gestion de la Relation Client. Après avoir montré la nécessité d’une approche contextualisée pour saisir l’objet de recherche dans sa complexité, le rapport entre EDF et son public est analysé à l’aune des évolutions socio-politiques et économiques qui ont présidé à son dév

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Bosire, John Kennedy. "A Client-Vendor Relationship Perspective of Cultural Differences on Cross-Border Information Technology Outsourcing." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1595.

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Cross-border information technology (IT) outsourcing continues to rise due to the demand for business process outsourcing. Issues such as miscommunication and management problems have emerged because of cross-cultural disparities between clients and vendors across national borders. The theoretical framework of this study was based on the organizational culture model studies of Meek, Spradley, Smith, and Draft for examining and understanding complex organizational practices. The purpose of this mixed-methods explanatory sequential case study was to qualitatively identify and quantitatively dete

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8

Le, Roux Karle. "The relationship between corporate communication efforts, client communication satisfaction and –relationship satisfaction, and client economic contribution within a financial services organisation / K. le Roux." Thesis, North-West University, 2011. http://hdl.handle.net/10394/4856.

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After facing the economic recession, the South–African and global business sectors started revaluating their human capital and the positions they represent within an organisation. Each individual now had to prove that they contributed towards the organisation’s bottom line, as each and every cent had to be counted and accounted for. Some functions within organisations could easily prove their contribution towards the bottom line by providing production or sales outputs. The public relations practitioners and the corporate communication efforts they offered, however, faced a bleak future, as th

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9

Corsi, Angelica. "Why management consultants? : between functionalist and critical perspectives a literature review." Master's thesis, NSBE - UNL, 2010. http://hdl.handle.net/10362/10302.

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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics<br>This work aims at answering the question posed by Peter Drucker in 1981: “Why Management Consultants?” In order to achieve this, the work, which will take the form of a literature review, will present a number of theories that are literature’s master pillars and that will help explain the fracture between critics and supporters of management consulting. The conclusions of the work seem to point to the insolvability of the critical-functi

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Stahl, Julian [Verfasser]. "Impact of management consulting : perspectives on value creation, performance evaluation, and governance of the client-consultant relationship / Julian Stahl." Magdeburg : Universitätsbibliothek Otto-von-Guericke-Universität, 2018. http://d-nb.info/1219937134/34.

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11

Chan, Yu. "Interactive dynamics in the design process : 'model' skills from the perspectives of the client and the designer." Thesis, Edinburgh Napier University, 2017. http://researchrepository.napier.ac.uk/Output/1030827.

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Increased concerns have been raised regarding the lack of coherence between interior design education and its industry in China. Although this phenomenon persists, there have been limited research studies addressing the issue. The underlying causes of the lack of coherence remains, and the industry's expectations remain unclear. Therefore, the overall aim of this study is to explore the interactive dynamics in client-designer relationships during the design process, in order to define the industry's expectations on essential designer skills that will enable the closure of the gap between educa

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Fu, Yaoyao. "Understanding how management control affects the triangle relationship between management, sales agent and client : a case study from a Chinese life insurance company." Thesis, Durham University, 2015. http://etheses.dur.ac.uk/158/.

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There has been growing literature on management control in the context of front-line service work, including sales work. Given the nature of front-line work, service recipients – customers and clients – play an important role in management control and in the social relations in the workplace. Moreover, the triangle relationship has become a research focus for decades. However, most of the research has been done in western countries. In addition, little attention has been paid to sales work mixed with service elements. Furthermore, the complexity of the triangle relationship between three parti

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Messervy, Annelle Suzanne. "The knowing client : a processual perspective on knowledge shaping in consulting engagements." Thesis, Queensland University of Technology, 2014. https://eprints.qut.edu.au/75766/1/Annelle_Messervy_Thesis.pdf.

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This thesis extends current understanding in management consulting research by investigating the ways in which management consultants and their clients shaped knowing over the course of nine different consulting engagements. The research illuminates the client experience of using consulting knowledge in organisations, and proposes a theoretical reconceptualisation of knowledge shaping in consulting engagements which incorporates how the knowing client is enacted. The research shows that knowledge shaping activities are planned and enacted to support novelty reduction in consulting engagements;

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Flynn, Bernadine K. "The consumer/case manager working alliance and its relationship to dual-disordered client outcomes in a representative payee treatment program /." Thesis, Connect to this title online; UW restricted, 2000. http://hdl.handle.net/1773/7339.

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Проценко, О. Л. "Клієнтоорієнтований підхід у роботі з клієнтами страхових компаній". Thesis, Українська академія банківської справи Національного банку України, 2011. http://essuir.sumdu.edu.ua/handle/123456789/62145.

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Claeson, Sara, and Elin Dahlgren. "”Effektivitet, för vem?” : Socialarbetare om hur New Public Management påverkar relationen mellan socialarbetare och klient." Thesis, Karlstads universitet, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-80089.

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Syftet med denna studie var att undersöka hur socialarbetare på socialtjänsten upplever att organiseringen av arbetet utifrån New Public Managements (NPM) kännetecken påverkar den professionella relationen mellan socialarbetare och klient. För att undersöka detta användes kvalitativa intervjuer med fem respondenter. Intervjuerna analyserades med en kvalitativ innehållsanalys. För att analysera resultatet användes fyra teorier: Relationskompetens, omsorgsprofessionalitet, nyinstitutionell teori och systemteori. Resultatet visade en både positiv och negativ påverkan av NPM på relationen. Respond

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Barquissau, Eric. "L’évaluation de la qualité de la relation client en ligne par les utilisateurs d’espaces clients de sites web : une application dans le secteur bancaire et dans le secteur de la téléphonie mobile." Thesis, Paris 10, 2013. http://www.theses.fr/2013PA100205.

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Internet a profondément changé la manière dont les entreprises interagissent avec leurs clients. Le développement d’une relation client en ligne a mené les organisations à repenser l’idée qu’elles se faisaient de cette relation, ainsi que leurs pratiques en termes de marketing relationnel. Cette recherche vise à mieux comprendre la manière dont les utilisateurs d’espaces clients de sites web évaluent la qualité de la relation client en ligne, et inclut une dimension importante dans l’évaluation de la qualité de la relation en ligne, l’appropriation de l’espace client.Une étude qualitative a ét

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Bergkvist, Linda. "Towards a Framework for Relational-Oriented Management of Information Systems Outsourcing : Key Conditions Connected to Actors, Relationships and Process." Doctoral thesis, Karlstads universitet, Handelshögskolan, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-31990.

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Currently, client and supplier firms are struggling with how they can make their information systems (IS) outsourcing engagements more valuable. This research points to the importance of successful practice and outcome in IS outsourcing for achieving engagements of value. To enhance the understanding of IS outsourcing over time, a process perspective is applied. Further, this research is based on the contention that IS outsourcing is more likely to be successful if challenges are managed in a proactive manner and with a relationship perspective. Thus, understanding challenges in IS outsourcin

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Al-Eissa, Abdulaziz Ibraheim. "Non-Audit Services and Auditor Independence: the Case of Saudi Arabia." Thesis, full-text, 2009. https://vuir.vu.edu.au/2008/.

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The nature of the client-auditor relationship is a critical issue for stakeholders and other users of the audited financial statements. This type of relationship is predicated on trust; however, it is susceptible to differing motives, conflict of interest, and information asymmetries. An external auditor’s independence is crucial to users of audited financial statements. A number of factors may impact the independence of the external auditor. This study investigates stakeholders’ perceptions of NAS on auditor independence in Saudi Arabia, where NAS is banned except tax and zakat service. Thi

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Paillet, Michel. "À partir des concepts pragmatistes, transformer l’ingénierie des processus clients." Thesis, Paris 10, 2018. http://www.theses.fr/2018PA100016.

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Cette thèse vise à proposer de nouvelles méthodes pour transformer les processus de la relation client. Elle entreprend de répondre aux défis que la révolution servicielle et digitale pose dans ce domaine aux démarches d’Excellence Opérationnelle inspirées du Lean management. La thèse postule que la conceptualisation dualiste de l’activité productive constitue la cause racine des difficultés que ces méthodes rencontrent actuellement ; elle cherche dans le pragmatisme et sa perspective non dualiste le développement de nouvelles approches. Pour ce faire, la thèse prend pour objet et propose la r

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Sakka, Abir. "Contribution à la compréhension du conflit auditeur - audité et des modalités de sa gestion." Thesis, Paris 9, 2013. http://www.theses.fr/2013PA090016.

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Cette recherche contribue à la compréhension des interactions auditeur-audité, et plus particulièrement à la compréhension des conflits pouvant opposer ces deux acteurs. S’inscrivant dans une démarche interprétative, elle repose sur l’analyse d’entretiens menés auprès d’auditeurs (29), d’audités (20), de présidents de comités d’audit (3), ainsi que d’un ancien président de l’AMF (1). Un intérêt est porté aux dimensions cognitives et affectives du conflit et une taxinomie des conflits pouvant perturber la coopération auditeur-audité est intentée. La dimension comportementale du conflit (sa mani

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Grall, Bénédicte. "Le rôle de la technologie dans la construction des représentations et des pratiques de la relation client : le cas des progiciels CRM." Thesis, Jouy-en Josas, HEC, 2014. http://www.theses.fr/2014EHEC0011/document.

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Alors que les outils de gestion envahissent les organisations, nous en savons encore très peu sur la manière dont ils agissent sur les habitudes de penser, sur les façons de faire et sur les comportements.Cette thèse s'intéresse au rôle des progiciels CRM dans la construction des représentations et des pratiques de la relation client. Ces progiciels sont étudiés à deux niveaux: celui de l'espace professionnel des Directeurs commerciaux et celui d'une organisation. Tout d'abord, à partir de l'analyse, entre 1990 et 2009, d'une revue professionnelle destinée aux Directeurs commerciaux, nous mont

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Murphy, Raymond Peter. "Client perceived value in quality consultancy relationships." Thesis, University of Birmingham, 2002. http://etheses.bham.ac.uk//id/eprint/308/.

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This thesis makes a generalisable contribution to the development of a dynamic relationship approach to the theory and practice of quality management in professional services. A value generation system and practitioner tools are proposed as a result of a synthesis of literature from multiple disciplines, grounded in empirical research. The methodology involves an analysis of detailed case studies carried out by the author when acting as a consultant researcher. This is supported by the findings of a skills questionnaire sent to client contacts who had experienced ISO 9000 consultancy, together

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Wakabayashi, Muroya José Luis. "La Aplicación del Valor de Vida del Cliente en la Gestión de la Relación con el Distribuidor en Empresas de Consumo Masivo de Productos Empaquetados de Lima, Perú. Un Estudio de Casos Múltiple." Doctoral thesis, Universitat Ramon Llull, 2011. http://hdl.handle.net/10803/9185.

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La gestió de la relació amb el client (CRM) és el procés en què es creen relacions amb els clients i altres actors al llarg de les seves vides. Així, a la base d'aquest procés hi ha el concepte de CLV, conegut com el valor del cicle de vida del client (customer lifetime value), que permet calcular tant el valor net del client com la seva rendibilitat per a l'empresa. <br/><br/>Aquesta tesi destaca el fet que el màrqueting teòric ha desenvolupat diferents camps d'aplicació per afrontar el procés de CRM. Un d'aquests, que cada vegada és més important, és la gestió de la relació amb el canal de

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Giry, Benoit. "La valeur des réclamations et la réaction économique. Sociologie et histoire d'un phénomène gestionnaire." Thesis, Bordeaux, 2016. http://www.theses.fr/2016BORD0309/document.

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Pourquoi et comment les grandes entreprises traitent-elles les réclamations de leur clientèle ? Quels effets ce traitement a-t-il sur les régulations internes des firmes ? Que peut espérer le réclamant ? Cette thèse se propose de traiter ce faisceau de questions par une enquête ethnographique menée dans deux grandes entreprises françaises. S’appuyant sur l’outillage analytique développé par Albert O. Hirschman, elle propose une description historique et sociologique des pratiques de traitement des réclamations. Ainsi, elle souhaite contribuer à la problématique de l’influence du destinataire f

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Simões, Ana Elizabeth. "Gestão de relacionamento com base no CRM - Customer Relationship Management." Florianópolis, SC, 2002. http://repositorio.ufsc.br/xmlui/handle/123456789/82564.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.<br>Made available in DSpace on 2012-10-19T16:13:16Z (GMT). No. of bitstreams: 1 196384.pdf: 556481 bytes, checksum: 2c3076341a643811555d1aa323d1b61b (MD5)<br>Este estudo visa conhecer as possíveis utilizações do CRM-Customer Relation ship Management - na empresa Datasul - em Joinville (SC). Esta empresa domina hoje o mercado denominado "middle market", com as mais diversas ferramentas de apoio a operações tanto no back office quanto no front office. Propõe t

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Portela, Daniela Alexandra dos Santos. "Customer relationship management e fidelização do cliente em hotelaria." Master's thesis, Universidade de Aveiro, 2013. http://hdl.handle.net/10773/12400.

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Mestrado em Gestão e Planeamento em Turismo<br>O Customer Relationship Management (CRM) é um tema bem estabelecido na literatura e é uma ferramenta muito popular junto dos gestores das organizações prestadoras de serviços com elevada interação com a clientela. No entanto, existe ainda alguma ambiguidade relativamente ao conceito de CRM e bastante diversidade na forma como é utilizado com vista à fidelização e lucratividade de clientes, nomeadamente no setor hoteleiro. A presente investigação pretende perceber de que modo, na prática, os hotéis utilizam esta ferramenta no sentido de reter clie

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Feliciano, Ana Rita Lemos. "Mobile Customer Relationship Management : questões de privacidade." Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/11221.

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Mestrado em Ciências Empresariais<br>As tecnologias de informação permitem um maior contato entre a organização e o cliente, como também auxiliam a perceber as necessidades e as preferências dos clientes, resultando na adoção de estratégias de Marketing com o objetivo de fidelizar o cliente. A gestão de relacionamento com o cliente (CRM - Customer Relationship Management) ajuda as organizações a satisfazer o cliente através de um relacionamento próximo. A gestão móvel de relacionamento com o cliente (MCRM ? Mobile Customer Relationship Management) funciona como uma ferramenta mais rápida e efi

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KASSANEH, TOMAS CHERKOS. "KNOWLEDGE MANAGEMENT PRACTICES IN CLIENT-SUPPLIER INTER-FIRM RELATIONSHIPS WITHIN SUPPLY CHAINS." Doctoral thesis, Università degli studi di Padova, 2022. http://hdl.handle.net/11577/3458158.

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Nell'attuale era della conoscenza, la conoscenza, che è una risorsa fondamentale per le aziende, deve essere gestita in modo appropriato non solo all’interno di ciascuna impresa ma anche con riferimento alle relazioni inter-impresa e attraverso le catene di fornitura (Supply chain - SC). In effetti la competizione, piuttosto che singole imprese, riguarda sempre più le intere supply chain. Pertanto, è importante che i manager siano consapevoli delle pratiche di gestione della conoscenza (Knowledge management - KM) che possono essere utilmente adottate e di come facilitarne l'adozione per favori

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KASSANEH, TOMAS CHERKOS. "KNOWLEDGE MANAGEMENT PRACTICES IN CLIENT-SUPPLIER INTER-FIRM RELATIONSHIPS WITHIN SUPPLY CHAINS." Doctoral thesis, Università degli studi di Padova, 2022. http://hdl.handle.net/11577/3458159.

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Nell'attuale era della conoscenza, la conoscenza, che è una risorsa fondamentale per le aziende, deve essere gestita in modo appropriato non solo all’interno di ciascuna impresa ma anche con riferimento alle relazioni inter-impresa e attraverso le catene di fornitura (Supply chain - SC). In effetti la competizione, piuttosto che singole imprese, riguarda sempre più le intere supply chain. Pertanto, è importante che i manager siano consapevoli delle pratiche di gestione della conoscenza (Knowledge management - KM) che possono essere utilmente adottate e di come facilitarne l'adozione per favori

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Siman, Salvador José. "Agency-client relationships before and after mergers in the advertising industry." Thesis, Massachusetts Institute of Technology, 1989. http://hdl.handle.net/1721.1/33808.

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Matthias, Olga. "Developing a customisation blueprint for management consultancies to better serve their clients." Doctoral thesis, University of Bradford, 2013. http://hdl.handle.net/10454/6412.

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The purpose of this DBA is to develop a Customisation Blueprint so that consultancies can provide a more tailored, responsive service to clients. This study seeks to find out what matters to clients when purchasing consultancy, how clients substantiate this and how it affects their decision-making. This study also seeks to establish if the factors influencing buyer¿s evaluation of the consultant can be favourably influenced by the consultants. By fulfilling client requirements more precisely and effectively, consultants are able to better serve their clients. In this way they are also able to

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Van, Bon Hendrikus Johannes. "Understanding account management in professional services relationships : conceptualising a value framework of account management from client and professional perspective in the audit, tax and management consultancy industry." Thesis, University of Bradford, 2013. http://hdl.handle.net/10454/5775.

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Professionals take centre stage in the delivery of professional services and the role of account management has received little research attention. This thesis concerns the value of account management in professional service relationships in the audit, tax and management consultancy industry, contextualising the nature and value of account management through client and professional perspectives. It addresses the challenges of embedding the account management role in the firm as a role of the professional or a separate function. The aim of this thesis is to conceptualise a value framework for a

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Palmer-Woodward, Catherine. "Identity formation and emerging intentions in consultant-client relationships." Thesis, University of Hertfordshire, 2008. http://hdl.handle.net/2299/1838.

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My original contribution to theory and practice formulates management consultancy as a social act evolving within interaction with clients whereby identity, as an emerging process, can form and be formed within consultant-client relationships. Drawing on Stacey's work on complex responsive process thinking, I have described a reflexive, social self, highlighting the implications for management consultants of this open-ended responsiveness of identity formation. Within the prevailing management literature there is a sense that consultants design interventions that change organisations, whether

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Caitano, Leclerc Victer. "Fatores críticos para o sucesso de um projeto de Customer Relationship Management (CRM) e visão cliente 360º." Universidade Federal Fluminense, 2016. https://app.uff.br/riuff/handle/1/4338.

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Submitted by Joana Azevedo (joanad@id.uff.br) on 2017-08-08T18:54:27Z No. of bitstreams: 1 Dissert Leclerc Victer Caitano.pdf: 1968171 bytes, checksum: 60e8efef772c69b9f5eee1e7d2c935b8 (MD5)<br>Approved for entry into archive by Biblioteca da Escola de Engenharia (bee@ndc.uff.br) on 2017-08-29T13:47:07Z (GMT) No. of bitstreams: 1 Dissert Leclerc Victer Caitano.pdf: 1968171 bytes, checksum: 60e8efef772c69b9f5eee1e7d2c935b8 (MD5)<br>Made available in DSpace on 2017-08-29T13:47:07Z (GMT). No. of bitstreams: 1 Dissert Leclerc Victer Caitano.pdf: 1968171 bytes, checksum: 60e8efef772c69b9f5eee1e7d2c

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Niewiem, Sandra. "The contractual relationship between clients and management consultants : a transaction cost economic analysis /." Wiesbaden : Deutscher Universitäts-Verlag, 2005. http://aleph.unisg.ch/hsgscan/hm00212685.pdf.

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Crivellaro, Fernanda Furio [UNESP]. "Gestão da informação em ferramentas de CRM para captação e retenção de clientes." Universidade Estadual Paulista (UNESP), 2018. http://hdl.handle.net/11449/154197.

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Submitted by FERNANDA FURIO CRIVELLARO (ffc_fernanda@hotmail.com) on 2018-06-07T19:35:54Z No. of bitstreams: 1 GESTÃO DA INFORMAÇÃO EM FERRAMENTAS DE CRM PARA CAPTAÇÃO E RETENÇÃO DE CLIENTES.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5)<br>Approved for entry into archive by Satie Tagara (satie@marilia.unesp.br) on 2018-06-08T17:12:16Z (GMT) No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes, checksum: 6983bdee0a883f64cf6d14edb75995a1 (MD5)<br>Made available in DSpace on 2018-06-08T17:12:16Z (GMT). No. of bitstreams: 1 crivellaro_ff_me_mar.pdf: 1637008 bytes

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Flacandji, Michaël. "Du souvenir de l'expérience à la relation à l'enseigne : une exploration théorique et méthodologique dans le domaine du commerce de détail." Thesis, Dijon, 2015. http://www.theses.fr/2015DIJOE005/document.

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Notre recherche propose un enrichissement du paradigme expérientiel en s’intéressant aux conséquences de l’expérience. Nous soutenons la thèse qu’une approche par le souvenir de l’expérience peut, en partie, pallier les limites de la satisfaction pour comprendre la relation unissant le consommateur à l’enseigne. Notre revue de la littérature s’intéresse à l’articulation existant entre expérience, souvenir de l’expérience et expérience de souvenir. La conduite de deux études longitudinales permet de : [1]. conceptualiser les dimensions constitutives du souvenir de l’expérience de magasinage ; [

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Schweitzer, Alessandra. "Pressupostos para o gerenciamento de soluções de CRM (customer relationship management)." Florianópolis, SC, 2004. http://repositorio.ufsc.br/xmlui/handle/123456789/87554.

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Tese (doutorado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Engenharia de Produção.<br>Made available in DSpace on 2012-10-21T21:57:02Z (GMT). No. of bitstreams: 1 205206.pdf: 991968 bytes, checksum: 5ba5835c1f7549491bc2b56737905a53 (MD5)<br>Um dos motivos do alto índice de insucesso das estratégias para a implantação da gerência de relacionamento com o cliente, ou CRM (Customer Relationship Management), é a dificuldade das organizações de avaliar o desempenho e o valor do CRM para o seu negócio. Este trabalho define os pressupostos para o gerenc

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Gameson, R. N. "An investigation into the interaction between potential building clients and construction professionals." Thesis, University of Reading, 1992. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.332820.

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Sá, Gonçalo Miguel Ruivo de. "O que pretendem os clientes das marcas/empresas nos social network sites como auxilio para o social customer relationship customer relationship management." Master's thesis, Instituto Superior de Economia e Gestão, 2016. http://hdl.handle.net/10400.5/12742.

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Mestrado em Marketing<br>O cliente dos dias de hoje é cada vez mais virtual, deixou de ter uma atitude passiva perante as marcas que consome, procurando a criação de um envolvimento e relacionamento com as mesmas. Esta mudança de paradigma introduz-nos o Social Customer Relationship Management (SCRM) que se apresenta como uma estratégia de Customer Relationship Management (CRM), que se encontra muito focada na criação de envolvimento com o cliente na Web 2.0, nomeadamente, nos Social Networks Sites (SNSs). A presente dissertação pretende averiguar no contexto português, o que procuram os clie

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Гевко, Володимир Леонідович, Владимир Леонидович Гевко та V. L. Hevko. "Інформаційне забезпечення взаємовідносин з клієнтами підприємств машинобудування". Thesis, Тернопільський національний технічний університет ім. Івана Пулюя, 2013. http://elartu.tntu.edu.ua/handle/123456789/2032.

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Робота виконана в Тернопільському національному технічному університеті імені Івана Пулюя Міністерства освіти і науки, молоді та спорту України. Захист відбувся «30» квітня 2013 р. о 1000 год. на засіданні спеціалізованої вченої ради К 58.052.05 у Тернопільському національному технічному університеті імені Івана Пулюя за адресою: 46001, м. Тернопіль, вул. Білогірська, 2, зал засідань. З дисертацією можна ознайомитись у бібліотеці Тернопільського національного технічного університету імені Івана Пулюя за адресою: 46001, м. Тернопіль, вул. Руська, 56.<br>Дисертаційну роботу присвячено розр

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Barretto, Maria Isabel Franco. "Estudo da gestão do relacionamento do cliente - CRM (Customer Relationship Management) e proposta de soluções para uma empresa do setor sucroalcooleiro." Universidade de São Paulo, 2004. http://www.teses.usp.br/teses/disponiveis/18/18140/tde-31072017-114817/.

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Nos últimos anos, as organizações enfrentam um mercado com alta competitividade e, obrigatoriamente, buscam vantagem competitiva. Diante desse cenário, o foco no cliente é apontado como solução para o alcance da vantagem competitiva sustentável. E, conseqüentemente, a filosofia do marketing Itol é inserida nesse contexto. Paralelamente, o grande desenvolvimento da tecnologia de informação aparece como uma variável ímpar nesse cenário, agravando a concorrência no mercado e, simultaneamente, viabilizando a filosofia do marketing Itol. Desse modo, surge o CRM (Customer Relationship Management) co

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Domingos, Gonçalo Henrique Correia Nabais. "Mobilidade como base da estratégia de CRM." Master's thesis, Instituto Superior de Economia e Gestão, 2010. http://hdl.handle.net/10400.5/2873.

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Mestrado em Ciências Empresariais<br>Actualmente, podemos dizer que vivemos na era tecnológica, todos os dias sai para o mercado um novo gadget que poderá ser útil ou não às empresas. Estas tentam a todo o custo reforçar o seu relacionamento com o cliente, porque sabem que este é o seu bem mais precioso. Percebemos então a importância de ter uma ferramenta para gerir o relacionamento com o cliente, a solução é o Customer Relationship Management, mas nos dias que correm estão sempre a surgir melhoramentos e novas ferramentas que se adaptem cada vez mais às necessidades tanto das empresas como d

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Wiesinger, Anna [Verfasser]. "Achieving outsourcing success by effectively spanning the client-vendor boundary - Case-study perspectives on social structures in outsourcing relationships / Anna Wiesinger." München : Verlag Dr. Hut, 2014. http://d-nb.info/1055863419/34.

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Bonilha, Eduardo. "Inovação no varejo: diretrizes para implementação de estratégia de gestão de clientes em ambiente multicanal." Universidade de São Paulo, 2016. http://www.teses.usp.br/teses/disponiveis/12/12142/tde-15122016-122707/.

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O setor de varejo brasileiro passa por um grande processo de transformação, em ambiente de alta competição e forte tendência de atuação multicanal, com surgimento de novas tecnologias e observação de mudanças no comportamento dos consumidores. Diante deste cenário, existe oportunidade para criar diferenciais competitivos por meio de estratégia de gestão de clientes, assim como já ocorre em outros setores. O objetivo deste estudo é identificar e analisar as diretrizes para implementação dos principais processos da estratégia de gestão de clientes em organizações de varejo em ambiente multicanal

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Caetano, Adriana das Neves. "Uma estratégia para a implantação de uma solução de gerenciamento de relacionamento com o cliente (CRM) em empresas de telecomunicações." Florianópolis, SC, 2003. http://repositorio.ufsc.br/xmlui/handle/123456789/84832.

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Dissertação (mestrado) - Universidade Federal de Santa Catarina, Centro Tecnológico. Programa de Pós-Graduação em Ciência da Computação.<br>Made available in DSpace on 2012-10-20T12:54:58Z (GMT). No. of bitstreams: 1 242987.pdf: 446226 bytes, checksum: 17e8d683461945962caec7bf0fb3d694 (MD5)<br>Este trabalho apresenta a proposta de uma estratégia para a implantação de uma solução de Gerenciamento de Relacionamento com o Cliente (CRM) para empresas de telecomunicações. O foco principal da estratégia consiste na fidelização de clientes, como forma de alcançar um melhor relacionamento desses clien

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GALVÃO, Marcella Brito. "Fidelização de clientes no setor de saúde: com base no marketing de relacionamento." Universidade Federal de Pernambuco, 2008. https://repositorio.ufpe.br/handle/123456789/5361.

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Made available in DSpace on 2014-06-12T17:38:36Z (GMT). No. of bitstreams: 2 arquivo4001_1.pdf: 1707662 bytes, checksum: 323a7d76ae2a2ab2b9f308fffae2e81f (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2008<br>Coordenação de Aperfeiçoamento de Pessoal de Nível Superior<br>Inseridas num cenário altamente competitivo, as organizações primam pelo alcance de vantagem competitiva, embora para isto tenham que enfrentar desafios cada vez maiores. Nesse contexto, surge o Customer Relationship Management (CRM) como estratégia para sobrevivência

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Lourenço, Manuel Maria Gomes da Gama. "O impacto do CRM na fidelização dos clientes : O caso da Caixa Económica Montepio Geral." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/10254.

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Mestrado em Ciências Empresariais<br>Os produtos oferecidos pelo sector da Banca são muito semelhantes e rapidamente imitáveis, o que coloca às Instituições Financeiras um desafio permanente de procura pela diferenciação. A diferenciação neste sector tem assim que passar pelo serviço e relação com os clientes, para que a experiência do cliente com o Banco seja única e permita que a relação seja o mais duradoura e profunda possível. Através deste trabalho pretende-se avaliar de que forma o CRM contribuiu para a fidelização dos clientes no Montepio Geral, com recurso a indicadores definidos atra

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Masotti, Silvia. "La gestione della relazione con i clienti: aspetti organizzativi e sistemi informativi a supporto. Il progetto Customer Interaction Management in Datalogic S.p.A." Master's thesis, Alma Mater Studiorum - Università di Bologna, 2017.

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La sempre maggiore complessità dei mercati, l’abbondanza di informazioni disponibili e la crescente globalizzazione hanno reso la gestione della conoscenza un fattore critico di successo per le aziende e, per questo motivo, negli ultimi decenni il Knowledge Management si è rivelato un argomento di sempre maggiore interesse. Il Knowledge Management si pone come disciplina di sviluppo e gestione delle risorse relative alle conoscenze tangibili e intangibili che caratterizzano l’azienda, con l’obiettivo di raccogliere e rendere disponibile a chi ne abbia bisogno il patrimonio informativo e cono

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