Customer Relations Management at Hochschule Fresenius

Flashcards and summaries for Customer Relations Management at the Hochschule Fresenius

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Study with flashcards and summaries for the course Customer Relations Management at the Hochschule Fresenius

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Marketingcontrolling

Was ist ROI (Retrun On Investment)?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Marketingcontrolling

Was ist ROMI (Retrun On Marketing Investment)?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Customer Relations Management

Was ist das Ziel einer Kundenbeziehung?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Customer Relations Management

Was sind Merkmale einer Kundenbeziehung?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Customer Relations Management

Wie Lautet das Phasenkonzept?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Kampagnenmanagement

Was ist Kampagnenmanagement?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Relevant bei Customer Relations Management

Was ist Relevant beim Customer Relations Managemnt?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Kampagnenmanagement

Wie lauten die 3 Faktoren des Regelkreis?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Kampagnenmanagement

Wie lauten die Kriterien der Kampagnentypen?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Kampagnenmanagement

Wie lauten die Inhalte einer Zieldefinition bei einem CRM?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Kampagnenmanagement

Welche Fatoren muss man bei einer Kampagne berücksichtigen?

Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Definitionen CRM

Was ist ein CRM?

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Exemplary flashcards for Customer Relations Management at the Hochschule Fresenius on StudySmarter:

Customer Relations Management

Marketingcontrolling

Was ist ROI (Retrun On Investment)?
Der ROI misst die Rendite einer Investition.

Customer Relations Management

Marketingcontrolling

Was ist ROMI (Retrun On Marketing Investment)?
Der ROMI misst wie viele Besucher insgesamt über eine Werbekampagne auf die Webseite gelangt sind.

Customer Relations Management

Customer Relations Management

Was ist das Ziel einer Kundenbeziehung?
Ertragspotenzial eines Kunden ausschöpfen.

Customer Relations Management

Customer Relations Management

Was sind Merkmale einer Kundenbeziehung?
Mehrmalige, nicht zufällige Interaktionen

Sie weisen mehrere Ebenen auf
– Sachliche Ebene
– Emotionale Ebene

Customer Relations Management

Customer Relations Management

Wie Lautet das Phasenkonzept?
1. Kenntnisnahme
2. Erkundung
3. Wachstum
4. Abschluß
5. Lösung

Customer Relations Management

Kampagnenmanagement

Was ist Kampagnenmanagement?
Kombination von geplanten, zielgerichteten,
kundenorientierten Kommunikationsaktivitäten

Customer Relations Management

Relevant bei Customer Relations Management

Was ist Relevant beim Customer Relations Managemnt?
Marketing
Vertrieb
Service

Customer Relations Management

Kampagnenmanagement

Wie lauten die 3 Faktoren des Regelkreis?
Kampagnenplanung
Kampagnendurchführung
Kampagnenanalyse

Customer Relations Management

Kampagnenmanagement

Wie lauten die Kriterien der Kampagnentypen?
Kampagnenauslöser
• Ereignisgesteuert
• Aktionsgesteuert
Kampagnenabfolge

• Einstufig
• Mehrstufig
Kanalausrichtung

• Single-Channel
• Multichannel
Kommunikationsinitiative

• Outbound
• Inbound
Kampagnenverfügbarkeit

• Einmalig
• Dauerhaft

Customer Relations Management

Kampagnenmanagement

Wie lauten die Inhalte einer Zieldefinition bei einem CRM?
Strategisch (Kundenbindung)
Operativ (Verbesserung der Responsequoten)
Grundsätzliche unternehmerische Ziele (Gewinnvorgaben)

Customer Relations Management

Kampagnenmanagement

Welche Fatoren muss man bei einer Kampagne berücksichtigen?
Kampagne
Ziel

Aktionen

Absender
Reponse
Zielgruppe
Information
Interaktionskanal

Customer Relations Management

Definitionen CRM

Was ist ein CRM?
Ausrichtung auf den Kunden & die Beziehung.

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Lösungsorientierte Führung & Unternehmenskultur

Innovationsmanagement

Grundlagen BWL

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