Vliv zákaznické spokojenosti a dalších ukazatelů na tržní podíl společnosti
| Autor: | Dvořáková, Monika |
|---|---|
| Jazyk: | čeština |
| Rok vydání: | 2014 |
| Předmět: |
loajalita
customer satisfaction řízení vztahů se zákazníky system identification quality improvement in aftersales CRM repeat repair rate economical model kontrola kvality modelování systému market share improvement identifikace systému zvyšování kvality v servisu loyality management zákaznických zkušeností základní servisní proces customer retention základní prodejní proces workshop test opakovaná oprava customer experience management ekonomický model system modeling zákaznická spokojenost dílenské testy zvyšování tržního podílu quality check udržení zákazníků aftersales core process sales core process |
| Druh dokumentu: | masterThesis |
| Popis: | In the present hypercompetitive market environment of car producers established especially at the developed west european markets is very difficult to gain new customers and increase the market share. The car producing companies have to build and increase customer loyalty to ensure the sustainable growth of market share in the future. One possibility how to improve customer's loyality to brand is to provide the highest standard at both sales and service department and carefully monitor the customer satisfaction. From the satisfaction and performance indicators of the car producing company is possible to construct a mathematical model producing the market share in a given country as an output. Key indikators of customer satisfaction, sales and service and also the macroeconomical data has been used as the inputs for the model. As a target market for my analysis has been chosen Germany. This thesis presents a set of recommendations and proposals, whose implementation should ensure the improvement of the market share of the given brand on german market. The recommendation does not include only the tips for improvement of the key indicators but it also gives the overview of how to make the marketing strategy more efficient using Customer relationship management. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
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