Bachelorarbeit, 2013
67 Seiten, Note: 2,3
This thesis aims to explore the potential of mobile applications in CRM, with a particular focus on their practical implementation within companies dealing with high complexity in customer relationship management (CRM). It investigates how mobile devices and mobile CRM strategies can be integrated into existing service infrastructure to enhance efficiency and customer satisfaction.
The thesis begins with an introduction outlining the importance of managing customer relations and the growing role of mobile applications in today's information society. Chapter 3 delves into the background and methodology used for the research, providing the framework for the subsequent analysis. Chapter 4 explores the concept of CRM and its impact on business success, examining the key objectives and stages of customer orientation. Chapter 5 analyzes emerging trends in CRM, including social media, mobile devices, big data, and gamification, highlighting their implications for customer engagement and service delivery. Chapter 6 focuses on the specific application of mobile devices within CRM, defining different types of mobile applications and their potential benefits for companies. Chapter 7 examines the benefits and obstacles of implementing mobile applications in CRM, discussing the technical infrastructure, data protection, and ethical considerations involved. Finally, the thesis concludes with a forward-looking perspective on the future of CRM, considering the ongoing technological developments, evolving mobile market, and social changes that will shape the industry.
This thesis focuses on the following key concepts: mobile applications, CRM, customer relationship management, mobile devices, service infrastructure, customer orientation, social media, big data, data protection, ethical considerations, technological advancements, and the future of CRM.
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