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Customer relationship management : concepts and technologies / Francis Buttle, Stan Maklan
London : Routledge, Taylor & Francis Group, 2019
468 pages : illustrations ; 25 cm.
Ký hiệu phân loại (DDC): 658.812
Customer Relationship Management, Fourth Edition, is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice
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E-commerce 2017 : business, technology, society / Kenneth C. Laudon, Carol Guercio Traver
Boston : Pearson, 2018
917 pages : illustrations, tables ; 26 cm.
Ký hiệu phân loại (DDC): 658.872
Laudon’s E-commerce 2017: Business, Technology, Societyemphasizes three driving forces behind the expanding field of e-commerce: technology change, business development, and social issues. A conceptual framework uses the templates of many modern-day companies to further demonstrate the differences and complexities in e-commerce today. An in-depth investigation of companies such as Uber, Airbnb, Instacart, and others kick-off the course while preparing students for real-life scenarios.
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Mối quan hệ giữa chiến lược kinh doanh, định hướng khách hàng, hệ thống đo lường hiệu quả kinh doanh và ảnh hưởng tới hiệu quả kinh doanh của doanh nghiệp sản xuất Việt Nam / Lê Hoàng Oanh // Tạp chí Kế toán & Kiểm toán . - 2020. - Tr. 61-69. - ISSN:
9 tr.
Ký hiệu phân loại (DDC): 338
Trình bày kết quả khảo sát 100 doanh nghiệp sản xuất vừa và lớn tại Tp. Hồ Chí Minh và một số tỉnh lân cận trong năm 2019 cùng với việc vận dụng mô hình phưng trình cấu trúc dựa trên bình phương tối thiểu từng phần - PLS-SEM.
Today, in order to survive in the volatile business environment firms must identify their position clearly define strategic goals as well as efficiently operate. The performance measurernent system (PMS) with the emphasis on nonfinancial measures will help the firms achieve these things. Through applying the canirtgency theory, this research will empirically investigate whether business strategies aand customer orientation motivate thefirrns to use non-financial measttres in order to improve their perfortrrartce. With I00 observations from 100 medium aand large-sized manufacturers in Ho Chi Minh City and neighbouring provincesin 2019 analyzed by the partial least squares - structural equation model (PLS—SEM), regression results confirmed that the firm with a high fit between business strategy and the use of non-financial measures attained a significantly high performance. Specifically, consistent with prior studies there was a positive (negative) relationship between differentiationt (low-cost) strategy and organisational performance through the use of non-financial measures of performance. In addition the study also stated that customer orientation did not moderate the relationship between differentiation strategy arid the use of non-financial measures.
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