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Lösungsansätze zur Verbesserung der Kundenzufriedenheit als wichtiger Bestandteil eines Marketingkonzeptes für Kreditinstitute

Lösungsansätze zur Verbesserung der Kundenzufriedenheit als wichtiger Bestandteil eines Marketingkonzeptes für Kreditinstitute

Lösungsansätze zur Verbesserung der Kundenzufriedenheit als wichtiger Bestandteil eines Marketingkonzeptes für Kreditinstitute

Peter Schäfer

47,09 €
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Consulta disponibilidad
Editorial:
diplom.de
Año de edición:
2001
Materia
Ventas y marketing
ISBN:
9783838634388
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Inhaltsangabe:Inhaltsverzeichnis:Inhaltsverzeichnis:AbkürzungsverzeichnisAbbildungsverzeichnisEinführendes Zitat1Einleitung1.1Problemstellung1.2Ziel und Aufbau der Arbeit2Grundlagen2.1Marketingkonzept2.1.1Begriff und Bedeutung 2.1.2Konzeptionsebenen2.2Kundenzufriedenheit2.2.1Begriff2.2.2Elemente der Kundenzufriedenheit2.2.3Messung von Kundenzufriedenheit2.2.4Zufriedenheitsforschung3Bedeutung der Kundenzufriedenheit für das Kreditinstitut3.1Kundenorientierung als Basis der Kundenzufriedenheit3.1.1Unternehmensphilosophie3.1.2Beziehungsmanagement3.2.Zusammmenhang von Kundenzufriedenheit und Kundenverhalten 3.2.1Kundenbindung3.2.2Cross-Selling3.2.3Mund-zu-Mund-Kommunikation3.3Internes Marketing3.3.1Mitarbeiterzufriedenheit und Kundenzufriedenheit3.3.2Zielgerichtete Mitarbeiterführung3.4Kundenzufriedenheitsorientiertes Qualitätsmanagement3.4.1Dienstleistungsqualität3.4.2Normenreihe DIN-EN-ISO-9000 ff.4Lösungsansätze zur Verbesserung der Kundenzufriedenheit4.1Kundendialog4.1.1Kundenkonferenz4.1.2Kundenbefragung4.2Kundensegmentierung4.2.1Jugendmarketing4.2.2Seniorenmarketing4.3Direktmarketing4.3.1Data-Base-Marketing4.3.2Direct-Mailing4.3.3Telefonmarketing4.4Beschwerdemanagement4.4.1Beschwerdebegriff4.4.2Bedeutung4.4.3Aufgaben4.4.4Chancen5Schlußbetrachtung und Ausblick5.1Zusammenfassung5.2Offene Probleme und AusblickAnhangLiteraturverzeichnisBei Interesse senden wir Ihnen gerne kostenlos und unverbindlich die Einleitung und einige Seiten der Studie als Textprobe zu.Bitte fordern Sie die Unterlagen unter agentur@diplom.de, per Fax unter 040-655 99 222 oder telefonisch unter 040-655 99 20 an. 3

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