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Sistema Kpi Na Osnove Analiza Loyal'nosti Klientov: Metody Otsenki Ekonomicheskoy Effektivnosti Vnedreniya Novykh Uslug Na Osnove Analiza Loyal'nosti Klientov Yuriy Godyna Russian edition
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Sistema Kpi Na Osnove Analiza Loyal'nosti Klientov: Metody Otsenki Ekonomicheskoy Effektivnosti Vnedreniya Novykh Uslug Na Osnove Analiza Loyal'nosti Klientov
Yuriy Godyna
V rabote proizvedeno issledovanie telekommunikatsionnogo rynka Rossii vo vtoroy polovine 2000-kh godov v period formirovaniya oligopolisticheskoy konkurentsii. Otseneno vliyanie finansovogo krizisa 2008-2009 gg na otrasl' i otdel'nye kompanii. Obosnovana neobkhodimost' vnedreniya "myagkikh" KPI, osnovannykh na analize loyal'nosti klientov. Predlozhena sistema pokazateley loyal'nosti, okhvatyvayushchaya 3 urovnya loyal'nosti - usluge/produktu, brendu i kompanii. Razrabotannaya metodika pozvolyaet otsenivat' loyal'nost' na osnove analiza povedeniya klienta, t.e. ob"ektivnoy informatsii, chto na moment napisaniya raboty absolyutno novym podkhodom k otsenke. Dokazano, chto dlya b2b-rynkov takoy podkhod imeet sushchestvennoe preimushchestvo pered traditsionnymi oprosnymi metodikami. V nastoyashchee vremya bol'shinstvo operatorov ispol'zuyut analiz povedeniya svoikh klientov pri pomoshchi instrumentov BIG DATA, v t.ch. na b2c-rynkakh, chto podtverzhdaet aktual'nost' i tsennost' raboty. V rabote takzhe predstavlena matematicheskaya model' otsenki udovletvorennosti klienta kachestvom obsluzhivaniya cherez portal samoobsluzhivaniya, a takzhe raschet pokazateley loyal'nosti pri vnedrenii novykh uslug, okazyvaemykh cherez klientskiy portal.
| Media | Books Paperback Book (Book with soft cover and glued back) |
| Released | December 12, 2013 |
| ISBN13 | 9783659494796 |
| Publishers | LAP LAMBERT Academic Publishing |
| Pages | 148 |
| Dimensions | 150 × 9 × 226 mm · 238 g |
| Language | German |