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ITHEA Classification Structure > K. Computing Milieux  > K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS 
INFORMATION MODELS OF CUSTOMERS IN CRM AND E-CRM SYSTEMS
By: Justyna Stasieńko (3850 reads)
Rating: (1.00/10)

Abstract: The following article deals with customer personality in the CRM systems. Its innovatory approach consists in the method of segmentation performed according to one of psychological factors - personality. The analysis is based on the assumption that the class of customers can be divided into separate types. This is possible due to the preservation of a large internal homogeneity within every type (homogeneous groups) and a considerable differentiation among types. The article argues that the classification of customers should be based on the criterion which has an essential influence on their behavior. Such a criterion is the customer personality. Accordingly, this division can make up a good basis for the CRM strategy: 1) the elaboration of several diverse scripts of the customers service suitably to distinguished groups; 2) the individualization of the service. It can be concluded that such a modeling will allow to supplement the CRM programmes with a module of an individual and institutional customers practical service.

Keywords: CRM, customer’s personality, information model.

ACM Classification Keywords: K.6 Management of Computing and Information Systems - K.6.0 General Economics

Link:

INFORMATION MODELS OF CUSTOMERS IN CRM AND E-CRM SYSTEMS

Justyna Stasieńko

http://www.foibg.com/ibs_isc/ibs-13/ibs-13-p25.pdf

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K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
article: УПРАВЛЕНИЕ КАЧЕСТВОМ УСЛУГ В ТЕЛЕКОММУНИКАЦИОННЫХ СЕТЯХ · МЕТОД ОПИСАНИЯ ИЗМЕНЕНИЯ КОЛИЧЕСТВА ПОЛЬЗОВАТЕЛЕЙ ТЕЛЕКОММУНИКАЦИОННОЙ СЕТИ · РАЗРАБОТКА МОДЕЛИ ПОЛЬЗОВАТЕЛЯ ИНФОРМАЦИОННЫХ СЕТЕЙ КАК ПЛОХОФОРМАЛИЗОВАННОГО... · ПОВЫШЕНИЕ СТРУКТУРНОЙ ЖИВУЧЕСТИ ТЕЛЕКОММУНИКАЦИОННОЙ СЕТИ · КАЧЕСТВО УПРАВЛЕНИЯ ИНТЕЛЛЕКТУАЛЬНЫМИ УСЛУГАМИ В СЕТЯХ ПОСЛЕДУЮЩЕГО ... · The Method of the Ensurance of Structural Survivability of Telecommunication Net · THE ESTIMATION OF LEVEL OF READINESS OF UKRAINE FOR INFORMATION SOCIETY ... · METHODS FOR SOLVING OF SOME TASKS WITHIN THE PROBLEM OF OPTIMAL SYNTHESIS ... · ВЫБОР СЦЕНАРИЯ СОЗДАНИЯ СЕТИ ДОСТУПА · ЗАДАЧА ВЫБОРА ТОПОЛОГИЧЕСКОЙ СТРУКТУРЫ СЕТИ ДОСТУПА · THE MANAGEMENT OF PATIENT INFORMATION IN POLISH HEALTH CARE SYSTEM · ANALYSIS AND JUSTIFICATION FOR SELECTION PARAMETERS OF WIRED ACCESS SYSTEMS · STEPS IN THE DEVELOPMENT OF THE INFORMATION NETWORKS’ USER MODEL AS BADLY ... · METHOD FOR DETERMINATION OF INTERRELATION BETWEEN ACCESS NETWORK ... · BI – SUPPORTING THE PROCESSES OF THE ORGANIZATION'S KNOWLEDGE MANAGEMENT · BUSINESS INTELLIGENCE AS A DECISION SUPPORT SYSTEM · INFORMATION MODELS OF CUSTOMERS IN CRM AND E-CRM SYSTEMS ·
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