Headquarters Air Force Material Command Customer Relationship Management Study

Name: Headquarters Air Force Material Command Customer Relationship Management Study
Brand: Biblioscholar
SKU: 9781288289721
Price: 17.83 EUR
Availability: InStock

Autor: Damelsa D White

Jazyk:

Väzba: Brožovaná

Vydavateľ: Biblioscholar

Dostupnosť: Skladom u dodávateľa

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17.83 €

Because of the lack of product and price differentiation, many organizations consider Customer Relat...

Informácie o knihe

Autor

Damelsa D White

Jazyk

Angličtina

Väzba

Kniha - Brožovaná

Vydalo

2012

Stránok

190

EAN

9781288289721

ISBN

9781288289721

Enbook ID

08241423

Vydavateľ

Biblioscholar

Hmotnosť

349

Rozmery

189 x 246 x 10

Kompletný popis

Because of the lack of product and price differentiation, many organizations consider Customer Relationship Management (CRM) their primary focus. CRM uses information about each customer to make each customer more valuable to the organization, and the organization more valuable to the customer, while decreasing the cost of servicing the customer. However, an organization cannot conform to customer specifications if the needs of the customers as well as what the customer values is not known. As a result, Headquarters (HQ) Air Force Material Command (AFMC) is taking the initiative to gain an understanding of their customers. The purpose of this study is two-fold; the first is to identify HQ AFMC's internal and external customers and secondly, segment these customers based on significant organizational characteristics. This thesis also looks at the approaches private and public sector organizations have taken to segment their customers and discusses possible ways in which HQ AFMC can use segmentation to develop or improve a CRM strategy to more effectively communicate with customers and ultimately improve operational efficiency, decrease costs and improve customer satisfaction. Conducting archival analysis on customer requisition records from HQ AFMC Air Logistic Center (ALC) Customer Service Centers (CSC) is used to reveal HQ AFMC customers. A Recency, Frequency, Location (RFL) model was developed and implemented for the purpose of segmenting HQ AFMC customers.

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Headquarters Air Force Material Command Customer Relationship Management Study

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Kompletný popis

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