5, ISBN: 9783638635684

1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to… Mehr…

1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to stagnant or shrinking markets and increasing internationalisation. Continuous improvement or enhancements of production technology and the products themselves lead to the fact that products are even more substituted. Thus, it is not sufficient to sell only good products but the service is coming more to the for 1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to stagnant or shrinking markets and increasing internationalisation. Continuous improvement or enhancements of production technology and the products themselves lead to the fact that products are even more substituted. Thus, it is not sufficient to sell only good products but the service is coming more to the fore from customer's point of view. This change in general conditions leads to a focusing on customer orientation. While the acquisition of new customers was formerly relevant, today's instruments regarding the customer retention gain more importance. Companies recognized that satisfied customers considerably contribute to corporate success. Empirical studies showed that it is five times more expensive to acquire a new customer and considerably cost extensive to recover a lost customer than binding existing customers.1 Dissatisfied customers change to competition or harm the company via negative word-ofmouth propaganda. Permanent customer relations in comparison do have a profit- as well as cost-advantage. Customer retention leads to more profit due to the buying frequency, crossselling- effects and cost savings in consequence of saved acquisition costs and efficiency advantages. Further chances result from the decreasing price sensitivity of the customer. Beside of the direct profit impacts of customer retention, indirect impacts on further customer relations occur, e.g. recommendations of satisfied customers. The corporate objective should be the focusing on customer retention and thus to improve the corporate competitive position. Management, Management & Leadership, Complaint management - a short overview~~ Stefanie Welz~~Management~~Management & Leadership~~9783638635684, en, Complaint management - a short overview, Stefanie Welz, 9783638635684, GRIN Verlag, 05/08/2007, , , , GRIN Verlag, 05/08/2007<

2006, ISBN: 9783638635684

1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to… Mehr…

1 Introduction 1.1 Executive Summary In the past years the stress of competition towards companies is growing. In addition, companies can hardly grow or make profit in the long run due to stagnant or shrinking markets and increasing internationalisation. Continuous improvement or enhancements of production technology and the products themselves lead to the fact that products are even more substituted. Thus, it is not sufficient to sell only good products but the service is coming more to the fore from customers point of view. This change in general conditions leads to a focusing on customer orientation. While the acquisition of new customers was formerly relevant, todays instruments regarding the customer retention gain more importance. Companies recognized that satisfied customers considerably contribute to corporate success. Empirical studies showed that it is five times more expensive to acquire a new customer and considerably cost extensive to recover a lost customer than binding existing customers.1 Dissatisfied customers change to competition or harm the company via negative word-ofmouth propaganda. Permanent customer relations in comparison do have a profit- as well as cost-advantage. Customer retention leads to more profit due to the buying frequency, crossselling- effects and cost savings in consequence of saved acquisition costs and efficiency advantages. Further chances result from the decreasing price sensitivity of the customer. Beside of the direct profit impacts of customer retention, indirect impacts on further customer relations occur, e.g. recommendations of satisfied customers. The corporate objective should be the focusing on customer retention and thus to improve the corporate competitive position. Seminar paper aus dem Jahr 2006 im Fachbereich Wirtschaft - Unternehmensführung, Management, Organisation, Note: A-, FOM Fachhochschule für Oekonomie & Management gemeinnützige GmbH, Hochschulstudienzentrum München (FOM), Veranstaltung: International Marketing, 21 Quellen im Literaturverzeichnis, Sprache: Englisch., [PU: Grin-Verlag, München ]<

2006, ISBN: 9783638635684

Studienarbeit aus dem Jahr 2006 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: A-, FOM Hochschule für Oekonomie & Management gemeinnützige GmbH, München früher … Mehr…

Studienarbeit aus dem Jahr 2006 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: A-, FOM Hochschule für Oekonomie & Management gemeinnützige GmbH, München früher Fachhochschule (FOM), Veranstaltung: International Marketing, 21 Quellen im Literaturverzeichnis, Sprache: Englisch Complaint management - a short overview: Studienarbeit aus dem Jahr 2006 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: A-, FOM Hochschule für Oekonomie & Management gemeinnützige GmbH, München früher Fachhochschule (FOM), Veranstaltung: International Marketing, 21 Quellen im Literaturverzeichnis, Sprache: Englisch Complaint International Marketing, GRIN Verlag<

2007, ISBN: 3638635686

In englischer Sprache. Verlag: GRIN Verlag, PC-PDF, 21 Seiten, 1., Auflage, [GR: 9784 - Nonbooks, PBS / Wirtschaft/Management], [SW: - Betriebswirtschaft und Management], [Ausgabe: 1][PU… Mehr…

In englischer Sprache. Verlag: GRIN Verlag, PC-PDF, 21 Seiten, 1., Auflage, [GR: 9784 - Nonbooks, PBS / Wirtschaft/Management], [SW: - Betriebswirtschaft und Management], [Ausgabe: 1][PU:GRIN Verlag], [PU: Grin-Verlag, München ]<

ISBN: 9783638635684

1 IntroductionSystem.String[]System.String[]System.String[]System.String[]System.String[]System.String[], [PU: Grin-Verlag, München ]