مذكزة تخزج لنيل شهادة الماست

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1 مذكزة تخزج لنيل شهادة الماست دورة جىان 0

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12 990 Ralph Stayer - عادل حرحوش المفرج أحمد عل صالح الرأسمال الفكري وطرق ق اسه وأسال ب المحافظة عل ه ط منشورات المنظمة العرب ة للتنم ة اإلدار ة القاهرة 008 ص 4. 7

13 Stayer 990 Edvinsson 99 Webster 995 Yoondtetal 996 Stewart 997 Yogesh 998 Guphrise Daniels et Noordruis Malhotra Awad et Ghaziki سعد عل العنزي مرجع سابق ص عادل حرحوش المفرج مرجع سابق ص 5. - سعد عل العنزي مرجع سابق ص 69. 8

14 April 99 Stuffebsam 008 ص ص.99 - محمد عواد الز ادات: اتجاهات معاصرة ف إدارة المعرفة الطبعة األولى دار الصفاء للنشر والتوز ع عمان - س د محمد جاد الر ب إدارة الموارد الفكر ة والمعرف ة ف منظمات األعمال العصر ة مطبعة العشري مصر - سعد عل العنزي مرجع سابق ص 79. 9

15 4 5 - المرجع السابق ص محمد عواد الز ادات مرجع سابق ص

16 سعد عل العنزي مرجع سابق ص محمد عواد الز ادات مرجع سابق ص 8.

17 سعد عل العنزي مرجع سابق ص محمد عواد الز ادات مرجع سابق ص 84.

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19 ص.74 - سعد عل العنزي مرجع سابق ص راو ة حسن مدخل إسترات ج لتخط ط وتنم ة الموارد البشر ة الدار الجامع ة اإلسكنر ة 4

20 997 havard business review Skandia - سعد عل العنزي مرجع سابق ص المرجع السابق ص

21 Microsoft Treacy et al 00 Corning «Mind Crafting» «Stewart» سعد عل العنزي مرجع سابق ص 7. - سعد عل العنزي مرجع سابق ص 75. 6

22 Lambin Porter Porter - J. Jacques Lambin, Le Marketing Stratégique, Paris édition Paris 99, p 09. نب ل مرس خل ل الم زة التنافس ة ف مجال األعمال الدار الجامع ة ب روت 996 ص. - M. Porter, l avantage concurrentiel de notions, Paris Inter édition 99 p M. Porter, l avantage concurrentiel : comment devancer ses concurrents op cit p

23 Focalisation Source : M. Porter, l avantage concurrentiel : comment devancer ses concurrents et maintenir son avance, Iinter édition, paris 99 p 4. 8

24 محمد عواد الز ادات مرجع سابق ص 8. - Monika Klimontowicz, How Intangibales Affects customer s Decision, 5 th European conference on intellectual capital, 00 Universiety of Economic Ratvicz, Poland, p

25 Monika KLimontowicz Source: Monika Klimontowicz, op cit p ص.07 - نجم عبمد نجم إدارة الالملموسات مرجع سابق ص عادل محمد زا د إدارة الموارد البشر ة رؤ ة إسترات ج ة كل ة التجارة جامعة القاهرة 0

26 EVA Jean BRIMAN EVA x x EVA EVA - Jean Briman, les Meilleurs pratiques de management au cœur de la performance éme édition d organisation, paris 00 p. - مبارك لسلوس التس ر المال : تحل ل نظري مدعم بأمثلة و تمار ن محلولة لطلبة العلوم االقتصاد ة و التجار ة و التس ر د وان المطبوعات بن عكنون الجزائر 004 ص. 7

27 MVA MVA = n t= EVA t (+K) t / EVA t = (Re t -K t )*C t.t EVA t C t.t K t t R et V to = C to + n t= EVA t (+K) t C to Porter - هواري سو س دراسة تحل ل ة لمؤشرات ق اس أداء المؤسسات من منظور خلق الق مة مجلة الباحث العدد 009 / جامعة ورقلة ص. 6 - Jérome Caby et Gérard Hirigoyen, la création de valeur de l entreprise, éme édition économica Paris 00 p.

28 Source : Jérome Caby et Gérard Hirigoyen, op cit p 5 (ME porter 990). Macmillan00 Internet - أم رة هاتف حد اوي الجناب أثر معرفة الزبون ف تحق ق التفوق التنافس رسالة ماجست ر ف علوم إدارة األعمال كل ة االقتصاد جامعة الكوفة حس ن عل عبد الرسول الجناب نظام االستخبارات التسو ق ة و أثره ف تحد د اإلسترات ج ة التسو ق ة كل ة اإلدارة االقتصاد ة جامعة الكوفة 006 ص. 9

29 4 Macmillan سعد عل الغزي مرجع سابق ص Goran Roos, Stephen Pike,Managing,Intellectual capital in practice imprint of Elsevier Linacre House Jordan hall Oxford, 005 p 9. 4

30 997) (Sveiby EDVINSON 997 MICROSOFT 80 EDVINSON,ROOS Source : Christophe Germain, La performance globale de l entreprise et son pilotage, semaine sociale Lany n o : 86, Ecole de management, Université Montesquieu Bordeaux, 004 p. 5 - Mark kool, Eric de Roos, Strategic Assets Base valuation and Evaluation from work with an Intellectual capital Perspective, Tias Nimbass business School, utrechit, The Netherlands 5 th European conference on intellectual capital 00, p Antony wall, Robbert Kirk, Intellectual capital Measuring the immeasurable, Elsevier Linacre House, Oxford, 004 p 0. - EBID p Goran Roos, Stephan Pike op cit p EBID p 45. 5

31 «MALONE, EDVINSON» LE NAVIGATEUR SKANDIA LE NAVIGATEUR SKANDIA 6 Source : Juan Pablo Stegman, Strategic value management, stock value creation and the management of the firm, Hoboken, NewJersy, 009, p. Mouristent et al 00 - Issam Jallouli, Relation entre le capital Immatériel des PME manufacturiers et leur performance, Univérsité du Quebec, Canada, 009, p 4. - Issam Jallouli op cit p4. - IBID p6. 6

32 7 Source : Ahmed Bounfour, le management, des ressources immatérielles, Dunod, Paris 998, p9. - Issam Jallouli op cit p7. 7

33 8

34

35 . - «GraSenict et low 004, Green et Rayan 005» «Canibano, et al 000» «Stewart 97, Nick Bontis 00, Karl Erik Sveiby. Bouzbura Issam Jallouli op cit.. P. - EBID P. -Smail Ait Bel-Hadj et Alivier Bette, innovation management des processus et creation de valeur, l Harmattan, France 006 p Issam Jallouli op cit, p. 0

36 «Edvinsson et Malon 999» «DzinKowski 000, Atrill 998, Lynn 998» EBID p. - Antony wall, Rober Kirk, op cit p6. - سعد عل العنزي مرجع سابق ص. 4 - نجم عبود نجم إدارة الالملموسات مرجع سابق ص المرجع السابق ص Philip Kotler, Dubois Marketin management éme édition Pearson éducation France 006 p 78.

37 - نجم عبود نجم إدارة الالملموسات مرجع سابق ص المرجع السابق ص 6.

38 Source : Philip Kotler, Dubois, Marketing management Op cit p ص.4 - نجم عبود نجم إدارة الالملموسات مرجع سابق ص نجم عبود نجم إدارة المعرفة المفاه م و االسترلت ج ات و العمل ات الطبعة الثان ة دار الوراق للنشر عمان

39 (Kok, & Vanzylk 00) (Patric 00) - أم رة هاتف حد اوي الجناب مرجع سابق ص المرجع السابق ص المرجع السابق ص 56. 4

40 %50 %5 - نجم عبود نجم إدارة المعرفة المفاه م مرجع سابق ص المرجع السابق ص نجم عبود نجم إدارة المعرفة مرجع سابق ص 48. 5

41 Philip Kotler, Dubois Marketing management, op cit p نجم عبود نجم إدارة الالملموسات مرجع سابق ص 5. - Jérôm Bon, Elisabeth Tessier des bordes, «fidélise les clients» la revue française du gestion adetem paris 00 p Christian Michon «le Marketeur» édition pearson Paris 00 P EBID p 7. 6

42 . 0 - المرجع السابق ص 48. 7

43 . 9 - المرجع السابق ص 49. 8

44 50 - Philip Kotler, et al Marketing management op cit p 76. 9

45 4 Source : Philip Kotler, et al Marketing management op cit p EBID p Pierre Allard, Damien Dirringer, La stratégie de la relation client un support dynamique de management de la relation client, Le modèle Customer connections, Dunod Paris 000, p 6. 40

46 Faible valeur Très rentable Non rentable Fort potentiel Source : Pierre Allard, Damien Dirringer, op cit, p Philip Kotler, Dubois marketing management op cit p بش ر عباس العالق. تطب قات اإلنترنت ف التسو ق الطبعة األولى دار المناهج للنشر والتوز ع عمان األردن 00 ص 05. 4

47 - Jean François Dhénin. Gestion de la clientèle, Edition Michael Dizet, Bréal, Rosny-sous-Bois, France 004, p Philip Kotler, Dubois Marketing management op cit p س د محمد جاد الرب مرجع سابق ص

48 4 ذروة تدن االستهالك زبون ذو والء زبون جد د Source : Olivier Netter, Nigel Hill, Satisfaction client de la conquête à la Fidélisation, Édition Eska, Paris 000 p 9. - Christophe Allard, Le management de la valeur client, Comment obtimiser la rentabilité de vos investissements en relation client Dunod, Paris 00 p 6. 4

49 زبون أ زبون ب Source : Hamon Carole, lézin Pascal et Toulec. Gestion de clientèle. Dunad Paris 004 p

50 4 «Un bouche à oreille positif» تكلفة اكتساب الزبون. - المردود ة األول ة. - العائد المرتبط بارتفاع حجم المشتر ات. - 4 العائد المرتبط بأحسن أسعار الب ع. - 5 العائد المرتبط بتخف ض التكال ف التجار ة. - 6 العائد الناتج عن الزبون الذي تم جذبه من طرف زبون آخر سنة 6 سنة 5 سنة 4 سنة سنة سنة سنة 0 7 Source : Jean François Dhénin op cit p EIBD p 48. -Oliver Netter, Nigel Hill op cit p75. 45

51 RANK-Xerox Z X x Z Z - Z o Z ' o = Z ' o z o - o Xerox 8 Source : Oliver Netter, Nigel Hill op cit p75. 0 Z o Z o = Z o - x o X o Z Z o Z = (Z - ) Z (Z o + Z ) % 00 Z o % h Z o 46

52 (X) (X) (X) (X) (X) (X) %00 %0 (X) 47

53 48

54 % 00 % 79 % %

55 50

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57 8 5 %50 %50 % %5 %70 - Philip Kotler. Dubois. Marketing management op cit- p نجم عبود نجم إدارة المعرفة مرجع سابق ص 0. 5

58 Customer Relationship Management Sin, Tse, Yin 005 Crossby &Johnson 000 -Stanley Brown. Customer Relation Ship management, Village mondial Pearson éducation France 006 P 9. -Maria Rosa. LLamas- Alonso et al Designing a PPMC System to maximize sucess. Journal of marketing Channels 009 p 7. world.com / Sm PP/ title ~ Content =t Hsin Hsin Chang et al Implementation of Relation Ship Quality for Perfornance, Acquisition of BPR and organisational leaurning. Journal of Total Quality Management & Business Exellence 009 p 9. world.com / S m PP/ title ~ content = t

59 9 Source : Pierre Desmet, Marketing Direct concept et méthodes édition Nathan. France 997 p 7. (non client) 4 54

60 Pierre Desmet op cit p 7. - Philip Kotler, et al Marketing management op cit p Stefan Michel, Marianne Petit Pierre. Marketing une introduction au marketing d un point de une pratique ére édition Compendion bildung smedien AG, Zurich 00 p. 4 - Malcolm Mcdonald les plans Marketing, Traduction de la 5 éme édition anglaise par Prierre choix. Deboeck, Elsevier England 00 p

61 () -EBID p Claude Dummeur Marketing 4 éme édition Dalloz Paris 00 p 5. - Jean Claude Boisedevésy, Le marketing relationnel, A la decouverte du Conso acteur, Les édition d organisation Paris 996, p. 4 - Christpphe Allard. Le Management de la valeur client Dunod Paris 00. p Stanley Brown op cit p Philip Kotler. Dubois Marketing management op cit p Philip Kotler. Dubois Marketing management op cit p EBID p 8. 56

62 Source : laura lavorata et autres. Mercatique Tle, STG, Bréal France 007 p 8. 0% Paretto %80 %0 - EBID p 79. -Claud Dumeure op cit p 5. - Jean Simonet, Jean Pirre Bouchez, «Le conseil» le livre du Consultant et du client édition d organisation Paris 00 P

63 %80 %0 %80 Association des Agences Conseil en Communication AACC BVA Relation ship score -Henri Kaufman,Laurence Faguer ;le Marketing de l EGO Maxi Ma.Paris 005 p. 58

64 .Mobile,Net,SMS - أحمد ماهر ك ف ترفع مهارتك االدار ة ف االتصال الدار الجامع ة االسكندر ة 006 ص جابر رشاد مصطفى جابر أثر إدارة عالقات الزبائن ف تحق ق الوالء رسالة ماج ست ر كل ة إدارة المال و األعمال جامعة آل الب ت األردن 008 ص -. - جابر رشاد مصطفى جابر مرجع سابق ص فر د ز ن الد ن ادارة الجودة الشاملة و فرص تطب قها ف صناعة الغزل و النس ج المصر ة مجلة البحوث التجار ة كل ة التجارة جامعة طنطا 994 ص المرجع السابق ص. 5 59

65 One-to-One 00 - Olivier Dewasseige,E-management, E-commerce,E-marketing,Ebay leviers de Croissance pour les entreprises.édition Prodes CCISA,Belgique 007 p. Olivier Dewasseige op cit p. Henri kanfman op cit p. 4 - محمود وسف اس ن واقع ممارسات التسو ق بالعالقات و أثرها ف بناء الوالء رسالة ماج ست ر ف إدارة األعمال كل ة االقتصاد و العلوم اإلدار ة جامعة ال رموك األردن 00 ص. 5 5 Henri kanfman op cit p. 60

66 00 %95 - Pierre Alard, op cit, p 4. 6

67 Source : Jean supizet, Le management de la per formance durable édition d d organisation. Paris 00 p 0. 6

68

69 (Datamining) (Data warehouse) datamining (règles) - Stefan Michel, op cit p. - Nicolas Desunoulins, Maitriser le levier informatique Accroître la valeur ajoutée des systèmes d information. Pearson éducation France, 009. P 0. - Steplane Tuffery. Data Mining et statistique décisionnelle, l intelligence des données. Edition Technip. Paris 007 P. 4 - Philip Kotler, Dubois. Le Marketing Selon kotler. Pearson éducation Paris 005, p EBID P

70 Data warehouse Data warehouse OLAP Datawarehouse OLAP (hyper cube) ( n) -On line Analitycal Processing- Datawarehouse (micro segments) - Stephane Tuffery op cit p Nicolas Desumoulins op cit p 0. - EBID p EBID p Kenneth Laudon et Jane Laudon, Marketing des systèmes d information, éme édition corrigés, Pearson éducation France 00 p 9. 65

71 . () - Supriya Biswas. Relationship marketing, concepts, theories and cases. Easterneconomy édition. HPI Learning Private limited new Delhip 0 p 9. - Kenneth Laudon op cit p 9. - EBID p Nicolas Desunoulins op cit p Jay Ludovic Stora le client capital de l entreprise (Customer marketing), les édition d organisation, Paris 99 p 9. 66

72 (Organisation relationnelle) www (WWW) hyper texte - Pirre Alard, Damien Dirringer op cit p

73 La Personalisation (Personalized media) - Pirre Alard op cit p EBID p 59. بش ر عباس العالق. تطب قات االنترنت ف التسو ق مرجع سابق ص بش ر عباس العالق مرجع سابق ص

74 One-to-One - بش ر عباس العالق مرجع سابق ص Pierre Desmet op cit p. - EBID p. 4 - Philip Kotler, Dubois. Marketing management OP cit pp

75 Source : Payne Adrian Hand book of, El Sevier linacre House. Great Britain 005 p. Great Britain 005, p. 70

76 Innover Source : Sylvain waserman l organisation de relation client Dunod Paris 00 p

77 La vente de proximité - Sylvain waserman op cit p 9. - EBID p

78 Initiative Source : Sylvain waserman op cit p

79 - إلهام فخري أحمد حسن التسو ق بالعالقات الملتقى العرب الثان "التسو ق ف الوطن العرب الفرص و التحد ات قسم التسوق كل ة العلوم اإلدار ة جامعة االسراء)المملكة األردن ة( الدوحة قطر 8-6 أكتوبر 00 ص عبد السالم أبو قحف ك ف ت س طر على األسواق تعلم من التجربة ال ابان ة كل ة التجارة جامعة االسكندر ة نجم عبود نجم إدارة المعرفة مرجع سابق ص عبد السالم أبو قحف مرجع سابق ص

80 6 8 Philip KotlerK Dubois Marketing Managent op cit p80. - عبد السالم أبو قحف مرجع سابق ص 8. 75

81 76

82

83 - Sekaran Uma «Research methods for busnissm A Skill building approach, 4 th edition Wiley India edition, NewDelhi, 007, p 88_89. 78

84 7 - محمد عب دات و آخرون منهج ة البحث العلم : القواعد و المراحل و التطب قات الطبعة الثان ة دار وائل للطباعة و النشر 999 ص.47 79

85 . 4 Correlation Pearson R. Pearson R - محمد شامل فهم االحصاء:بال معاناة المفاه م و التطب قات باستخدام SPSS معهد االدارة العامة الر اض 005 ص. 86 امتثال حسن عبد الرزاق و آخرون مبادئ االحصاء الوصف الدار الجامع ة االسكندر ة 00 ص. 5 - سعد زغلول بش ر دل لك إلى البرنامج االحصائ SPSS اإلصدار العاشر المعهد العرب للتدر ب و البحوث اإلحصائ ة الجهاز المركزي لإلحصاء العراق 00 ص

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106 Macmillan LE NAVIGATEUR DE SKANDIA Xerox

107

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111 7- Antony wall, Robbert Kirk, Intellectual capital Measuring the immeasurable, Elsevier Linacre House, Oxford, Christian Michon «le Marketeur» édition pearson Paris Christophe Allard, Le management de la valeur client, Comment obtimiser la rentabilité de vos investissements en relation client Dunod, Paris Christpphe Allard. Le Management de la valeur client Dunod Paris Claude Dummeur Marketing 4 éme édition Dalloz Paris Goran Roos, Stephen Pike,Managing, Intellectual capital in practice imprint of Elsevier Linacre House Jordan hall Oxford, Henri Kaufman,Laurence Faguer ;le Marketing de l EGO Maxi Ma.Paris Issam Jallouli, Relation entre le capital Immatériel des PME manufacturiers et leur performance, Univérsité du Quebec, Canada, J. Jacques Lambin, Le Marketing Stratégique, Paris édition Paris Jay Ludovic Stora le client capital de l entreprise (Customer marketing), les édition d organisation, Paris Jean Claude Boisedevésy, Le marketing relationnel, A la decouverte du Conso acteur, Les édition d organisation Paris Jean Briman, les Meilleurs pratiques de management au cœur de la performance éme édition d organisation, paris Jean François Dhénin. Gestion de la clientèle, Edition Michael Dizet. Bréal. Rosny-- sous-bois. France Jean Simonet, Jean Pirre Bouchez, «Le conseil» le livre du Consultant et du client édition d organisation Paris 00 P Jérôm Bon, Elisabeth Tessier des bordes, «fidélise les clients» la revue française du gestion adetem paris Jérome Caby et Gérard Hirigoyen, la création de valeur de l entreprise, éme édition économica Paris Kenneth Laudon et Jane Laudon, Marketing des systèmes d information, éme édition corrigés, Pearson éducation France Laura Lavorata et autres. Mercatique T le. STG. Bréal France M. Porter, l avantage concurrentiel : comment devancer ses concurrents et maintenir son avance, inter édition, paris M. Porter, l avantage concurrentiel de notions, Paris inter édition Malcolm Mcdonald les plans Marketing, Traduction de la 5 éme édition anglaise par Prierre choix. Deboeck, Elsevier England Mark kool, Eric de Roos, Strategic Assets Base valuation and Evaluation from work with an Intellectual capital Perspective, Tias Nimbass business School, utrechit, The Netherlands 5 th European conference on intellectual capital

112 49- Monika Klimontowicz, How Intangibales Affects customer s Decision, 5 th European conference on intellectual capital, 00 Universiety of Economic Ratvicz, Poland. 50- Nicolas Desunoulins, Maitriser le levier informatique Accroître la valeur ajoutée des systèmes d information. Pearson éducation France, Olivier Dewasseige,E-management, E-commerce,E-marketing,Ebay leviers de Croissance pour les entreprises.édition Prodes CCISA,Belgique Philip Kotler, Dubois Marketin management éme édition Pearson éducation France Philip Kotler, Dubois. Le Marketing Selon kotler. Pearson éducation Paris Pierr Allard, Damien Dirringer, La stratégie de la relation client un support dynamique de management de la relation client, Le modèle Customer connections, Dunod Paris Sekaran Uma «Research methods for busnissm A Skill building approach, 4 th edition Wiley India edition, NewDelhi, Smail Ait Bel-Hadj et Alivier Bette, innovation management des processus et creation de valeur, l Harmattan France Stanley Brown, Customer Relation Ship management, Village mondial Pearson éducation France Stefan Michel, Marianne Petit Pierre. Marketing une introduction au marketing d un point de une pratique ére édition Compendion bildung smedien AG, Zurich Steplane Tuffery, Data Mining et statistique décisionnelle, l intelligence des données, Edition Technip. Paris Supriya Biswas, Relationship marketing, concepts, theories and cases Eastern economy édition. HPI Learning Private limited new Delhip 0. : 6- Maria Rosa. LLamas- Alonso et al Designing a PPMC System to maximize sucess. Journal of marketing Channels world.com /smpp/ title ~ content = t Hsin Hsin Chang et al Implementation of Relation Ship Quality for Perfornance, Acquisition of BPR and organisational leaurning. Journal of Total Quality Management & Business Exellence world.com /smpp/ title ~ Content =t

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