Как оценить успешность онлайн-управления взаимоотношениями с клиентами? (часть 2)
Кимилоглу Х., Зарали Х.

Аннотация

В статье использована сбалансированная система показателей для создания инструмента оценки эффективности внедрения онлайн-управления взаимоотношениями с клиентами, выделены критерии, определяющие высокий уровень успешности такого управления для интернет-компаний.

Содержание

Результаты исследования, выводы, описание выборки;

Результаты применения сбалансированной системы показателей;

Результаты, полученные по направлению «клиент»;

Результаты, полученные по направлению «внутренние бизнес-процессы»;

Результаты, полученные по направлению «инновации и обучение»;

Результаты по направлению «финансы»;

Подведение итогов исследования;

Заключение;

Ключевые слова: отношения с клиентами, Интернет, сбалансированная система показателей
Журнал: «Управление каналами дистрибуции» — №4, 2011 (© Издательский дом Гребенников)
Объем в страницах: 12.
Кол-во знаков: около 21,896.

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Кимилоглу Ханде

Преподаватель кафедры информационных управленческих систем, Университет Богазичи.

Стамбул, Турция

Другие статьи автора 2

Зарали Хулиа

Преподаватель кафедры информационных управленческих систем, Университет Богазичи.

Стамбул, Турция

Другие статьи автора 2