Phasen des Beschwerdeprozesses in Finanzdienstleistungsunternehmen (German Edition) Book PDF, ePub eBook

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Book Descriptions:
Akademische Arbeit aus dem Jahr 2008 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, , Sprache: Deutsch, Abstract: In dieser Arbeit geht es um die Phasen des Beschwerdeprozesses in Finanzdienstleistungsunternehmen. Es wird unter anderem auf den direkten Beschwerdeprozess, die Beschwerdeannahme, die Erfassung der der Beschwerdedaten und den indirekten Beschwerdeprozess eingegangen.

Der Beschwerdeprozess unterteilt sich in 2 Bereiche:

Zum einen das direkte und zum anderen das indirekte Beschwerdemanagement. Wie aus der Grafik ersichtlich ist, werden zwei strategische Potentiale des Beschwerdemanagements für die Steigerung der Wettbewerbsfähigkeit genutzt.

Zum einen werden positive Effekte auf den ökonomischen Unternehmenserfolg erzielt, wenn Kunden im Rahmen des direkten Beschwerdemanagements zufrieden gestellt werden.

Zum anderen wird der Erfolg gesteigert, wenn durch Analyse der Beschwerden das Leistungsangebot des Unternehmens verbessert wird.

Wie diese Prozesse im Detail ablaufen, soll im Folgenden näher erläutert werden.

Phasen des Beschwerdeprozesses in Finanzdienstleistungsunternehmen (German Edition) by Michael Korfkamp

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