Successful Customer Relationship Management Programs and Technologies:

Size: px
Start display at page:

Download "Successful Customer Relationship Management Programs and Technologies:"

Transcription

1 Successful Customer Relationship Management Programs and Technologies: Issues and Trends Riyad Eid Wolverhampton University Business School, UK

2 Detailed Table of Contents Preface xv Chapter 1 Effective Implementation of Sales-Based CRM Systems: Theoretical and Practical Issues 1 George J. Avlonitis, Athens University of Economics and Business, Greece Nikolaos G. Panagopoulos, Athens University of Economics and Business, Greece Interest in sales technology (ST) and sales-based CRM systems has been increasing in recent years. Indeed, companies spend a great deal of their budgets in implementing CRM systems into their sales organizations. In spite of these investments, however, evidence has been accumulated suggesting a high failure rate of these implementations. Although a number of research studies have been published in this area, there has been no systematic attempt to integrate and synthesize the extant literature. Against this backdrop, this article seeks to increase knowledge in the area by offering a synthesis of prior work into (a) what companies need to consider to effectively implement a CRM system into the sales force, (b) how CRM's impact on a sales force's performance can be assessed, and (c) what key performance indicators (KPIs) might be incorporated into the system in order to aid managerial decision making processes. The authors' framework addresses issues of relevance not only for scholars but also for practicing managers by drawing on the authors' practical experience in this important area. As such, the article adds layers of knowledge for both theory and practice. Chapter 2 The Goals of Customer Relationship Management 15 Ronald E. Goldsmith, Florida State University, USA The present article proposes that the variety of existing managerial practices collectively described as "customer relationship management" can be organized and coordinated into a logical sequence of goals and methods that is more effective than performing them in an uncoordinated fashion. The model proposes that managers have five distinct but interrelated goals: customer acquisition, customer retention, customer development, customer consultation, and customer conversion. Although each goal can be achieved using distinct and well-known marketing practices, the model integrates the practices in a temporal and logical order in which achieving one goal contributes to achieving other goals. Integrating the procedures and technologies used at each stage results is a synergistic effort that should benefit companies and can guide empirical research.

3 Chapter 3 Global Account Management (GAM): Creating Companywide and Worldwide Relationships to Global Customers 27 Svend Hollensen, University of Southern Denmark, Denmark Vlad Stefan Wulff, University of Southern Denmark, Denmark Global account management (GAM) has become a critical issue for many multinational corporations that compete in a fast changing global market environment. In this article, we approach GAM from a benchlearning perspective, synthesize selected literature and examine an award winning case study in order to underline the importance of multilevel relationships in strategic business-to-business relationships. The purpose of this study is to address various issues related to multilevel relationships in strategic partnerships (e.g. the recruitment of the global account manager and his supporting team, turf wars and compensation) and suggest organisational solutions based on best-practice examples. Chapter 4 Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM? 47 Jamie Burton, Manchester Business School, UK CRM is more than the tactical application of technology solutions; it is a broader strategic approach to managing customer relationships (Payne and Frow, 2005) in order to create value. This article will review the challenges of creating the right organisational context to manage the value exchange, in order to create the right level of value for the customer in the application of CRM.One of the reasons CRM initiatives have failed in the past has been a focus only on the value that the firm can gain from a relationship, without consideration of the benefits in terms of customer experience and their perception of value. With recognition that the customer plays an active role in service models and subsequently the work triumphed by Lusch and Vargo (2004; 2006a; 2008) around the importance of a service-dominant logic (S-DL) for marketing, it has been increasingly recognised that the customer's perception of valuein-use is facilitated by relationships with customers. However, traditionally managers have been trained to think from a product-dominated perspective and to create value offerings for (not with) the market. If application of service-dominant logic is to lead to firms developing competitive advantage through more effective co-creation of customer-perceived value, then firms need to attempt to 'manage' their organisational climate in order to support delivery of effective CRM solutions with a culture that enables and encourages staff to work to develop relationships that create value with customers that encourage those customers to stay in those relationships. Relevant literature across a number of research paradigms is reviewed and an agenda for future research is discussed. Chapter 5 Identifying the Determinants of Customer Retention in a Developing Country Context 69 Norizan Mohd Kassim, University of Qatar, Qatar Salaheldin Ismail, University of Qatar, Qatar Nor Asiah Abdullah, Multimedia University, Malaysia This paper investigates how image, perceived service quality and satisfaction determine customer retention in the retail banking industry in Malaysia. Data was obtained using a self-administered survey involving a convenience sample of 134 retail banking customers in Malaysia. The results show that image is

4 both directly and indirectly related to retention through satisfaction while perceived service quality is indirectly related to retention through satisfaction. The paper concludes that satisfaction is not the sole determinant of retention in retail banking. Some managerial implications of this research find that the interrelationships between the determinants (image, quality and satisfaction) allow bank managers to better understand the dynamics of customer retention formation. Chapter 6 Customer Relationship Management in Social and Semantic Web Environments 83 Angel Garcia-Crespo, Universidad Carlos III de Madrid, Spain Ricardo Colomo-Palacios, Universidad Carlos III de Madrid, Spain Juan Miguel Gomez-Berbis, Universidad Carlos Hide Madrid, Spain Fernando Paniagua Martin, Universidad Carlos Hide Madrid, Spain The growing influence of the Internet in current 21 st -century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the particular field of CRM. Tool and technology analysis both prove the challenging opportunities for these cutting-edge innovation trends in the CRM domain. Chapter 7 CRM in the Context of Airline Industry: A Case Study of Mexican Airline 93 Riyad Eid, Wolverhampton University, UK Mustafa Zaidi, University of Veterinary & Animal Sciences, Pakistan The airline industry is known as high-tech industry that leads other business sectors, serving as a technological role-model. This paper proposes a conceptual model for Customer Relationship Management (CRM) implementation in the airline industry, using a case study of a Mexican airline. The authors provide new theoretical grounds for studying the CRM. This study is an empirical assessment of the CRM model and also assesses the basic phases of the CRM implementation which are 1) Information Phase, 2) Trust Phase and 3) Objectives Phase. Chapter 8 Role of Time in Development of Trust within Hi-Tech SME Business Relationships 101 Khurram Sharif Qatar University, Qatar Salaheldin Ismail Salaheldin, Helwan University, Egypt This study investigated the function of time (as a moderator, determinant or quasi moderator) within hi tech Small to Medium Sized Enterprise (SME) downstream (i.e., customer) trust-based relationships. A four antecedent (i.e., competence, transaction specific investments, flexibility and coercive power) research model was developed to represent trust within the SME business-to-business (b-to-b) relationships. Time was conceptualized chronologically as duration of a relationship in years. The model was empirically tested with 117 respondents from the UK Original Equipment Manufacturing (OEM) sector. The research

5 outcome supported a significant and positive moderating effect of time on competence to trust and flexibility to trust pathways. However, time had a negative moderating yet significant effect on the association between coercive power and trust. Correlation between Transaction Specific Investments (TSIs) and trust was significant but time showed neither moderating nor deterministic effect on the TSIs to trust link. Chapter 9 A Conceptual Model of Customer Innovation Centric 115 AminA. Shaqrah, Alzaytoonah University, Jordan Customer innovation centric is not only an important perspective on value-creation, but also a new strategy discipline that IT software companies in Jordan should embrace if they are pursue to enlargement successfully. Furthermore, customer experience, customers' community, customer knowledge, and customer innovation are influential variables for improving organizational learning from customer. In order to study this impact, the author uses cognitive fit theory to develop a model that describes how these variables will affect the success of organizational learning process to enhance products and/or services development, quality, and internal process improvement. Chapter 10 Customers Knowledge and Relational Marketing: A Web 2.0 Perspective 131 Pasquale Del Vecchio, University ofsalento, Italy Valentino Ndou, University ofsalento, Italy The radical changes occurring in the global business environment, that is, in the information technology field and in management practices, call for a general rethinking of firms strategic positioning and competition. In this scenario, firms having the capacity to manage all of their own intellectual assets seem to be the only way to survive and succeed. The ability to comprehend the role that customers can play in contributing to a firm's value creation is one of the main elements behind the growing attention of researchers and managers in context to managing a firm's relationship with customers. This paper highlights the relevance of a Customers Relationship Management (CRM) issue in a Knowledge Management perspective as well as in Relational Marketing. In addition, this study shows how the rising and large adoption of Web 2.0 technologies represents a real opportunity for the effective implementation of a CRM strategy. Chapter 11 Customer Relationship Management through Communication Strategy: Fibres Industry Case Study 145 Abdel Moneim M. B. Ahmed, Abu Dhabi University, UAE Changes in today's organisations are often necessary for survival due to the world becoming smaller and the threat from foreign imports becoming more apparent to businesses. Often the most damaging element of this foreign threat is the low costs at which they can operate. Many factors, including inexpensive labour, exchange rates and economies, make production more efficient and reduce the overall costs significantly to enable a significant competitive edge. For example, Fibres is a polyester manufacturer who faces this threat and has realised the need for change towards more speciality products with differentials other than price. However, this will involve major changes in production, including the production methods and the adoption of TQM to ensure that the differential of quality is utilized. This

6 paper examines communication as an enabler for change and studies the current communication methods within the company against the desired improvement processes from groups within those companies, culminating in a targeted internal marketing strategy to aid future business changes. Chapter 12 Media Richness Theory and the Intention to Use Online Stores 156 Eric Brunelle, HEC Montreal, Canada Although media richness theory has received considerable empirical support in explaining individual channel use and could provide important insights into the explanation of e-consumer behavior, no studies have validated this theory in explaining consumers' intentions to use online stores. Therefore, the objective of this study was to empirically test media richness theory in explaining consumers' intentions to use online stores in their purchase process. An online survey was carried out and data from 749 consumers was collected and analyzed using structural equation models. The results open up a new way of explaining consumers' intentions to use online stores, as they provide empirical support for media richness theory in a commercial context and link it with the theory of planned behavior. Chapter 13 Do Managerial Strategies Influence Service Behaviours? Insights from a Qualitative Study 174 Anna-Lena Ackfeldt, Aston University, UK Neeru Malhotra, Aston University, UK Based on a review of the extant literature, a conceptual framework for analyzing the associations between managerial strategies (internal communications, empowerment, supportive leadership and professional development), employee job attitudes (organizational commitment and job satisfaction) and prosocial service behaviours (PSBs) is developed. The authors explore the relevance of the proposed conceptual model and testable propositions regarding the associations between managerial strategies, employee attitudes and PSBs by conducting in-depth interviews of FLEs in a travel service organization. Based on the findings of the in-depth interviews, the relationships between managerial strategies, job attitudes and PSBs in the conceptual framework are largely supported. Chapter 14 Applications of Customer Relationship Marketing in the UK Hospitality Industry 188 Geoff Lancaster, London School of Commerce, UK Diana Luck, London Metropolitan University, UK This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged

7 elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel's offerings and operations. Chapter 15. Determinants and Antecedents of Relationship Marketing Orientation: The Impact of Bank Ownership Style on the Bank's Orientation towards Relationship Marketing 210 AhmedAbdelkader, Mansoura University, Egypt Howard Jackson, Huddersfield University, UK John Cook, Huddersfield University, UK This study investigates the extent of Relationship Marketing Orientation (RMO) in the banking sector of Egypt. The need to deliver a superior value to bank customers has assumed paramount importance as competition intensifies at a fast pace and local consumers become more demanding. This study attempts to answer whether the bank's ownership style will influence the extent of the bank's relationship marketing orientation. This empirical study of 32 Egyptian banks is based on the antecedents and determinants of RMO elected from the literature. Findings suggest that different ownership of a bank may exert a different emphasis on RMO. The study reports that RMO is determined by ten antecedents of relationship marketing. Chapter 16 Consumer Demand in the Egyptian Market of University Education: An Empirical Investigation :'. 232 Amany I. Shahin, Helwan University, Egypt This study explores consumer demands in the Egyptian market of university education. Three aspects discussed are the value of university education in Egyptian culture, consumer perceptions regarding the quality of university education, and consumer preferences regarding the university education service. Results of the empirical investigation indicate that university education is highly regarded in Egyptian culture, however, consumer's perception of its quality is moderate. Consumers prefer university studies in courses taught in the English language, universities in a nearby geographical location, governmental universities, and top class faculties. The study focuses on university education in Egypt and the authors hope to shed light on higher education in countries that share the same cultural characteristics. Many studies investigated higher education in different cultures, yet relatively few have considered it in an emerging nation. The present study addresses this gap. Chapter 17 A Cluster Analysis of Physician's Values, Prescribing Behaviour and Attitudes towards Firms' Marketing Communications 250 Despina Karayanni, University ofpatras, Greece In this paper, the authors present an exploratory research on the associations between physicians' personal values with physicians' prescribing criteria and preferred marketing communications. The research involved extant marketing research and primary data collection. The resulting quantitative research instrument was then administered to a sample of 69 physicians, yielding a 69% response rate. All but

8 the demographic measures were tapped by 5-point scales and a series of factor and reliability analyses assessed unidimentionality and reliability of research constructs. A series of ANOVAs and Tukey tests depicted the differences among three clusters. Implications are that physicians' personal values may be a meaningful basis of segmentation for the pharmaceutical market, and findings may be useful for both marketing strategy planners and researchers examining physicians' prescription behavior and attitudes towards firms' marketing communication efforts. Chapter 18 Adoption of Electronic Payment Services by Iranian Customers 268 Abbas Keramati, University of Tehran, Iran Bahar Hadjiha, Tarbiat Modares University, Iran and Lulea University of Technology, Sweden Rose Taeb, Lulea University of Technology, Sweden Navid Mojir, University of Tehran, Iran The objective of this paper is to investigate customers' adoption of Electronic payment services. This study contributes to existing e-payment and adoption research by presenting a detailed description of factors that enhance and inhibit electronic payment adoption. The proposed conceptual model has been developed based on TAM, diffusion of innovation and PCI models, and adding the factors of security, cost, perceived risk, culture, trust, service quality and network externalities. The model has been examined by using a questionnaire within the Iran context. Based on obtained results, practical implications and suggestions for Iran banks and financial institutions are discussed. Compilation of References 286 About the Contributors 325 Index 333

Status of Customer Relationship Management in India

Status of Customer Relationship Management in India Status of Customer Relationship Management in India by Dr. G. Shainesh & Ramneesh Mohan Management Development Institute Gurgaon, India Introduction Relationship marketing is emerging as the core marketing

More information

A Proposal Framework for investigating the impact of customer relationship management on customer retention in e-commerce

A Proposal Framework for investigating the impact of customer relationship management on customer retention in e-commerce A Proposal Framework for investigating the impact of customer relationship management on customer retention in e-commerce Abbas Keramati Industrial Engineering Department, Faculty of Engineering University

More information

DOCTOR OF PHILOSOPHY DEGREE. Educational Leadership Doctor of Philosophy Degree Major Course Requirements. EDU721 (3.

DOCTOR OF PHILOSOPHY DEGREE. Educational Leadership Doctor of Philosophy Degree Major Course Requirements. EDU721 (3. DOCTOR OF PHILOSOPHY DEGREE Educational Leadership Doctor of Philosophy Degree Major Course Requirements EDU710 (3.0 credit hours) Ethical and Legal Issues in Education/Leadership This course is an intensive

More information

The MBA has long been the degree of choice

The MBA has long been the degree of choice Master MBA Marketing of Business Specialisation Administration The MBA has long been the degree of choice for the business professional and senior manager in all fields and industries. Our MBA with a Specialisation

More information

School of Advanced Studies Doctor Of Management In Organizational Leadership/information Systems And Technology. DM/IST 004 Requirements

School of Advanced Studies Doctor Of Management In Organizational Leadership/information Systems And Technology. DM/IST 004 Requirements School of Advanced Studies Doctor Of Management In Organizational Leadership/information Systems And Technology The mission of the Information Systems and Technology specialization of the Doctor of Management

More information

Soc 023. An Exploratory Study Assessing the Implementation of Customer Relationship Management in Boutique Hotels. Praew Treejakhajohn

Soc 023. An Exploratory Study Assessing the Implementation of Customer Relationship Management in Boutique Hotels. Praew Treejakhajohn An Exploratory Study Assessing the Implementation of Customer Relationship Management in Boutique Hotels Praew Treejakhajohn Service Innovation, College of Innovation Thammasat University E-mail: praew_tr@yahoo.com

More information

Co-Creation as a Competitive Advantage: New Dimensions and Paradigms

Co-Creation as a Competitive Advantage: New Dimensions and Paradigms Co-Creation as a Competitive Advantage: New Dimensions and Paradigms Anupam Krishna Assistant Professor Manipal University, Jaipur, India anupammach@yahoo.com Sunishtha Dhaka Research Scholar Manipal University,

More information

The MBA has long been the degree of choice

The MBA has long been the degree of choice Master MBA Finance of Business & Accounting Administration Specialisation The MBA has long been the degree of choice for the business professional and senior manager in all fields and industries. Our MBA

More information

a. Languages: English will be the primary language of the collection. b. Chronological Guidelines: Current and recent topics are of major interest.

a. Languages: English will be the primary language of the collection. b. Chronological Guidelines: Current and recent topics are of major interest. Georgia State University University Library Collection Development Policy Department of Marketing Purpose: To provide guidance in the selection of library materials to support the curriculum for the program

More information

Executive Master's in Business Administration Program

Executive Master's in Business Administration Program Executive Master's in Business Administration Program College of Business Administration 1. Introduction \ Program Mission: The UOS EMBA program has been designed to deliver high quality management education

More information

Running Head: HUMAN RESOURCE PRACTICES AND ENTERPRISE PERFORMANCE. Pakistan. Muzaffar Asad. Syed Hussain Haider. Muhammad Bilal Akhtar

Running Head: HUMAN RESOURCE PRACTICES AND ENTERPRISE PERFORMANCE. Pakistan. Muzaffar Asad. Syed Hussain Haider. Muhammad Bilal Akhtar Running Head: HUMAN RESOURCE PRACTICES AND ENTERPRISE PERFORMANCE Human Resource Practices and Enterprise Performance in Small and Medium Enterprises of Pakistan Muzaffar Asad Syed Hussain Haider Muhammad

More information

A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner

A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Feb., 2012 Marketing management A study of application of information technology using e-crm in bank in rural area with special reference to SBI Bank, Sangamner Dr. Kirti Gulati (Ass Prof) Institute of

More information

think Think about it New analytics from cobalt sky

think Think about it New analytics from cobalt sky think New analytics from cobalt sky Think about it What results does your survey reveal? That s how you build real value into your high-end data. It s only by asking the right questions that you can discover

More information

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA.

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are: Building High Performance Organisations Management and Organisational

More information

Unit 4: Marketing Principles

Unit 4: Marketing Principles Unit 4: Marketing Principles Unit code: F/601/0556 QCF level: 4 Credit value: 15 credits Aim This unit aims to provide learners with understanding and skills relating to the fundamental concepts and principles

More information

School of Advanced Studies Doctor Of Management In Organizational Leadership. DM 004 Requirements

School of Advanced Studies Doctor Of Management In Organizational Leadership. DM 004 Requirements School of Advanced Studies Doctor Of Management In Organizational Leadership The mission of the Doctor of Management in Organizational Leadership degree program is to develop the critical and creative

More information

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA Dr.Ashoka.M.L, Faculty, Department of Post-Graduate Studies and Research in Commerce, University of Mysore, Manasagangotri,

More information

2. 1999, MPhil. in Accounting. Faculty of Commerce, Cairo University, Egypt.

2. 1999, MPhil. in Accounting. Faculty of Commerce, Cairo University, Egypt. Last update: CURRICULUM VITAE PERSONAL PROFILE Name: Emad Awadallah Designation: Associate Professor of Accounting Nationality: British Telephone (Office): (+74) 4403-6481 Department: Accounting and Information

More information

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS

UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS UNLEASH POTENTIAL THROUGH EFFECTIVE SERVICE QUALITY DETERMINANTS Viruli de Silva ABSTRACT This article is based on a recent research conducted in the Sri Lankan banking sector and it discusses how the

More information

Segmentation: Foundation of Marketing Strategy

Segmentation: Foundation of Marketing Strategy Gelb Consulting Group, Inc. 1011 Highway 6 South P + 281.759.3600 Suite 120 F + 281.759.3607 Houston, Texas 77077 www.gelbconsulting.com An Endeavor Management Company Overview One purpose of marketing

More information

The authors provide the frameworks, analysis tools and route-maps to understand and action creating a marketdriven

The authors provide the frameworks, analysis tools and route-maps to understand and action creating a marketdriven : How to build and lead a market-driven organisation Malcolm McDonald, Martin Christopher, Simon Knox & Adrian Payne FT/Prentice Hall, 2001 ISBN: 0273642499, 206 pages Theme of the Book Marketing is too

More information

INTRODUCTION. Should you have comments on this compilation, please call us at 723-07-06 local 113/114 or send message to lpuslrc_main@yahoo.com.

INTRODUCTION. Should you have comments on this compilation, please call us at 723-07-06 local 113/114 or send message to lpuslrc_main@yahoo.com. 0 INTRODUCTION This compilation of abstracts will serve as a research guide to support faculty and students in their search for recorded literature in selected journals. Full texts of cited articles are

More information

London School of Commerce. Programme Specification for the. Cardiff Metropolitan University. Bachelor of Arts (Hons) in Business Studies

London School of Commerce. Programme Specification for the. Cardiff Metropolitan University. Bachelor of Arts (Hons) in Business Studies London School of Commerce Programme Specification for the Cardiff Metropolitan University Bachelor of Arts (Hons) in Business Studies 1 Contents Page 1. Aims and Objectives 3 2. Programme Learning Outcomes

More information

MANAGEMENT AND MARKETING

MANAGEMENT AND MARKETING MANAGEMENT AND MARKETING The Department of Management and Marketing comprises some 18 full-time members of staff, academic and administrative, and over 2,000 students are currently registered for modules

More information

excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services

excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services commercial management using costumers as a growth factor and a differential

More information

Management and Marketing Course Descriptions

Management and Marketing Course Descriptions Management and Marketing Course Descriptions Management Course Descriptions HRM 301 Human Resources Management (3-0-3) Covers all activities and processes of the human resources function that include recruitment,

More information

Total Quality Management for Improving Services of Information Technology Based Organizations: a case study

Total Quality Management for Improving Services of Information Technology Based Organizations: a case study Total Quality Management for Improving Services of Information Technology Based Organizations: a case study Abstract This paper applies TQM theories to facilitate improving IT products/services. A TQMbusiness

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

MASTER'S THESIS. The impact of CRM on customer retention in electronic banking. Case of Iranian banks. Alireza Nili

MASTER'S THESIS. The impact of CRM on customer retention in electronic banking. Case of Iranian banks. Alireza Nili MASTER'S THESIS The impact of CRM on customer retention in electronic banking Case of Iranian banks Alireza Nili Master of Arts, Master programme Electronic Commerce Luleå University of Technology Department

More information

E-learning: Students perceptions of online learning in hospitality programs. Robert Bosselman Hospitality Management Iowa State University ABSTRACT

E-learning: Students perceptions of online learning in hospitality programs. Robert Bosselman Hospitality Management Iowa State University ABSTRACT 1 E-learning: Students perceptions of online learning in hospitality programs Sungmi Song Hospitality Management Iowa State University Robert Bosselman Hospitality Management Iowa State University ABSTRACT

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

2012 Country RepTrak Topline Report

2012 Country RepTrak Topline Report 2012 Country RepTrak Topline Report The World s View on Countries: An Online Study of the Reputation of 50 Countries RepTrak is a registered trademark of Reputation Institute. Global Reputation Knowledge

More information

School of Advanced Studies Doctor Of Health Administration. DHA 003 Requirements

School of Advanced Studies Doctor Of Health Administration. DHA 003 Requirements School of Advanced Studies Doctor Of Health Administration The mission of the Doctor of Health Administration degree program is to develop healthcare leaders by educating them in the areas of active inquiry,

More information

MSc Human Resource Studies - LM560

MSc Human Resource Studies - LM560 MSc Human Resource Studies - LM560 1. Objectives This is an action-based and resolutely modern programme aimed at providing participants with the key skills essential for professionalism in the management

More information

Accounting. Management. Environment of Business. Business Law for Accountants. Stats Business & Econ I. Management

Accounting. Management. Environment of Business. Business Law for Accountants. Stats Business & Econ I. Management Undergraduate Courses: Course # Course Title Course Description BUS201 Financial An introduction to basic accounting principles for measuring and Accounting communicating financial data about a business

More information

MBA with specialisation in Marketing - LM501

MBA with specialisation in Marketing - LM501 MBA with specialisation in Marketing - LM501 1. Objectives The objectives of the MBA Programme are as follows: (i) (ii) (iii) (iv) to impart professional education and training in Modern Management Techniques

More information

2015 Country RepTrak The World s Most Reputable Countries

2015 Country RepTrak The World s Most Reputable Countries 2015 Country RepTrak The World s Most Reputable Countries July 2015 The World s View on Countries: An Online Study of the Reputation of 55 Countries RepTrak is a registered trademark of Reputation Institute.

More information

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are:

All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are: All available Global Online MBA routes have a set of core modules required to be completed in order to achieve an MBA. Those modules are: Management and Organizational Change (P.4) Leading Strategic Decision

More information

MBA students develop, or already possess,

MBA students develop, or already possess, Master MBA Leadership of Business Specialisation Administration MBA students develop, or already possess, strong management skills; however the practice of effective leadership is essential for dedicated

More information

G R E E N W I C H S C H O O L O F M A N A G E M E N T. management. programmes

G R E E N W I C H S C H O O L O F M A N A G E M E N T. management. programmes G R E E N W I C H S C H O O L O F M A N A G E M E N T L O N D O N executive management programmes contents Personal Message from the Director of the GSM Executive Programmes 3 The Executive Master of

More information

An Introduction. Global Edition. "University of North Carolina. Northwestern University

An Introduction. Global Edition. University of North Carolina. Northwestern University An Introduction Global Edition "University of North Carolina Northwestern University Boston Columbus Indianapolis NewYork San Francisco Upper Saddle River Amsterdam CapeTown Dubai London Madrid Milan Munich

More information

MBA Luxury Brand Management. A unique MBA programme, providing an outstanding platform for career development in the global luxury sector.

MBA Luxury Brand Management. A unique MBA programme, providing an outstanding platform for career development in the global luxury sector. MBA Luxury Brand Management A unique MBA programme, providing an outstanding platform for career development in the global luxury sector. Luxury Brand Management MBA Luxury Brand Management This innovative

More information

Master of Science in Management

Master of Science in Management Programme Syllabus for Master of Science in Management 120 higher education credits Second Cycle Established by the Faculty Board of the School of Business, Economics and Law, University of Gothenburg,

More information

MARKETING (MKT) University of Miami Academic Bulletin 1

MARKETING (MKT) University of Miami Academic Bulletin 1 University of Miami Academic Bulletin 1 MARKETING (MKT) MKT 201. Foundations of Marketing. 3 Credit Hours. Understanding and satisfying consumer need through product planning, pricing, promotion, and distribution.

More information

Executive Summary. Overview

Executive Summary. Overview Jack Felton Golden Ruler Award Research Based Business Transformation: Benchmark and Tracking the Customer Experience Padilla Speer Beardsley and GfK for Rockwell Automation Executive Summary Listen. Think.

More information

Today Science Journal of Humanity

Today Science Journal of Humanity 1 Today Science Journal of Humanity www.tsjournals.com Volume:1 Issue:1 Pages:1-10 Customer Relationship Management Model in Higher Education: A Case of Malaysia Hossein Ahmadi* 1, Mehrbakhsh Nilashi 2,

More information

INTERNATIONAL MASTER IN INDUSTRIAL

INTERNATIONAL MASTER IN INDUSTRIAL POLITECNICO DI MILANO GRADUATE SCHOOL OF BUSINESS INTERNATIONAL MASTER IN INDUSTRIAL Management Courses Description A joint program with POLITECNICO DI MILANO SCHOOL OF MANAGEMENT First semester (Universidad

More information

A9. What is the total number of employees worldwide including Denmark by headcount?

A9. What is the total number of employees worldwide including Denmark by headcount? SURVEY OF EMPLOYMENT PRACTICES OF MULTINATIONAL COMPANIES OPERATING IN DENMARK Home-based English version Please select a language: SECTION A: INTRODUCTION English... 1 Danish... 2 First page: EMPLOYMENT

More information

Full Time Master of Science in Management program. Core concepts and disciplinary foundations of the courses. Marketing Management Specialization

Full Time Master of Science in Management program. Core concepts and disciplinary foundations of the courses. Marketing Management Specialization Full Time Master of Science in program Core concepts and disciplinary foundations of the courses Specialization Courses during the adaptation phase (Pre-Master) Deep Dive Business Strategy Managerial Economics

More information

School of Advanced Studies Doctor Of Education In Educational Leadership With A Specialization In Educational Technology. EDD/ET 003 Requirements

School of Advanced Studies Doctor Of Education In Educational Leadership With A Specialization In Educational Technology. EDD/ET 003 Requirements School of Advanced Studies Doctor Of Education In Educational Leadership With A Specialization In Educational Technology The mission of the Doctor of Education in Educational Leadership degree program

More information

Chapter 2 Literature Review

Chapter 2 Literature Review Chapter 2 Literature Review Abstract This chapter systematically reviews the literature on business incubators and business incubation. Focusing on the primary research orientations i.e. studies centering

More information

School of Advanced Studies Doctor Of Business Administration. DBA 003 Requirements

School of Advanced Studies Doctor Of Business Administration. DBA 003 Requirements School of Advanced Studies Doctor Of Business Administration The mission of the Doctor of Business Administration degree program is to empower business administration practitioners to become business subject

More information

Malaysian Tourism and Hospitality Graduates Competencies: Exploring the Human Resource Managers Perceptions

Malaysian Tourism and Hospitality Graduates Competencies: Exploring the Human Resource Managers Perceptions Malaysian Tourism and Hospitality Graduates Competencies: Exploring the Human Resource Managers Perceptions Nurhazani Mohd Shariff 1, Azlan Zainol Abidin 2 1 School of Tourism, Hospitality & Environmental

More information

Master of Science in Management

Master of Science in Management Programme Syllabus for Master of Science in Management 120 higher education credits Second Cycle Established by the Faculty Board of the School of Business, Economics and Law, University of Gothenburg,

More information

Course Description Applicable to students admitted in 2015-2016

Course Description Applicable to students admitted in 2015-2016 Course Description Applicable to students admitted in 2015-2016 Required and Elective Courses (from ) COMM 4820 Advertising Creativity and Creation The course mainly consists of four areas: 1) introduction

More information

E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region

E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region E-tailing: Analysis of Customer Preferences towards Online Shopping in Pune Region *Prof. Vishal Raut Associate Professor-Trinity Institute of Management & Research Pune, Maharashtra, India **Prof. Dr.

More information

Implementing and Adapting Services Marketing to the Company s Structure, Systems and Culture

Implementing and Adapting Services Marketing to the Company s Structure, Systems and Culture Implementing and Adapting Services Marketing to the Company s Structure, Systems and Culture by George Cosmin Tănase Abstract Services marketing, by definition, focuses on the external stakeholders, and

More information

STRATEGY FOR THE DESTINATIONAL E-MARKETING & SALES

STRATEGY FOR THE DESTINATIONAL E-MARKETING & SALES STRATEGY FOR THE DESTINATIONAL E-MARKETING & SALES 255 STRATEGY FOR THE DESTINATIONAL E-MARKETING & SALES Zlatko Šehanović Ekonomski fakultet Osijek Giorgio Cadum Ekonomski fakultet Osijek Igor Šehanović

More information

A Framework Correlating Decision Making Style and Business Intelligence Aspect

A Framework Correlating Decision Making Style and Business Intelligence Aspect 2012 3rd International Conference on e-education, e-business, e-management and e-learning IPEDR vol.27 (2012) (2012) IACSIT Press, Singapore A Framework Correlating Decision Making Style and Business Intelligence

More information

Managing the Guest Experience High Tech or High Touch?

Managing the Guest Experience High Tech or High Touch? Managing the Guest Experience High Tech or High Touch? Carlo Fontana, CEO carlo.fontana@hoxell.com CRM is a customer centric business philosophy dedicated to winning and keeping customers by creating and

More information

Survey questionnaire for new product pricing strategy selection and quantification of importance and interaction degrees of decision attributes

Survey questionnaire for new product pricing strategy selection and quantification of importance and interaction degrees of decision attributes Survey questionnaire for new product pricing strategy selection and quantification of importance and interaction degrees of decision attributes Dear Madam/Sir This is an academic research about Evaluating

More information

The Application of Knowledge Management in Customer Relationship Management

The Application of Knowledge Management in Customer Relationship Management Proceedings of the 8th International Conference on Innovation & Management 855 The Application of Management in Customer Relationship Management Pan Huiming, Guo Yi School of Management, Wuhan Textile

More information

REGULATIONS AND CURRICULUM FOR THE MASTER S PROGRAMME IN INFORMATION ARCHITECTURE FACULTY OF HUMANITIES AALBORG UNIVERSITY

REGULATIONS AND CURRICULUM FOR THE MASTER S PROGRAMME IN INFORMATION ARCHITECTURE FACULTY OF HUMANITIES AALBORG UNIVERSITY REGULATIONS AND CURRICULUM FOR THE MASTER S PROGRAMME IN INFORMATION ARCHITECTURE FACULTY OF HUMANITIES AALBORG UNIVERSITY SEPTEMBER 2015 Indhold PART 1... 4 PRELIMINARY REGULATIONS... 4 Section 1 Legal

More information

USE OF ICT IN SMES MANAGEMENT WITHIN THE SECTOR OF SERVICES

USE OF ICT IN SMES MANAGEMENT WITHIN THE SECTOR OF SERVICES USE OF ICT IN SMES MANAGEMENT WITHIN THE SECTOR OF SERVICES Plumb Ion Academy of Economic Studies Bucharest, Faculty of Management, 6 th Piata Romana RO 030173 Bucharest Romania, ionplumb@yahoo.com, +4021.319.19.00/287

More information

Education Module for Health Record Practice. Module 7 - Administration and Management of the Health Record Department

Education Module for Health Record Practice. Module 7 - Administration and Management of the Health Record Department Education Module for Health Record Practice Module 7 - Administration and Management of the Health Record Department The health record officer must meet the leadership challenge in his/her quest to develop

More information

Managing effective sourcing teams

Managing effective sourcing teams Viewpoint Managing effective sourcing teams Boudewijn Driedonks & Prof. Dr. Arjan van Weele Richard Olofsson Bart van Overbeeke Today, international cross-functional sourcing teams are the standard in

More information

The Influence of Marketing Mix and Customer Satisfaction on Customer Loyalty among Hijab Consumers

The Influence of Marketing Mix and Customer Satisfaction on Customer Loyalty among Hijab Consumers The Influence of Marketing Mix and Customer Satisfaction on Customer Loyalty among Hijab Consumers Norsyaheera Abd Wahab 1 and Lailatul Faizah Abu Hassan 2 1 Centre for Postgraduate and Professional Studies

More information

Some Myths and Realities

Some Myths and Realities Customer Relationship Management Some Myths and Realities By Pierre Chenet According to Buttle(1), CRM is widely misunderstood by Marketing Management and seriously misrepresented by software houses. Companies

More information

High-Impact Succession Management

High-Impact Succession Management High-Impact Succession Management Executive Summary Kim Lamoureux Principal Analyst Michael Campbell Senior Research Analyst Center for Creative Leadership Roland Smith Senior Research Faculty Center for

More information

Understanding the links between employer branding and total reward

Understanding the links between employer branding and total reward 8 September 2010 Understanding the links between employer branding and total reward An overview of our research findings and the implications for reward Limited is authorised and regulated by the Financial

More information

MSc Marketing Management - LM561

MSc Marketing Management - LM561 MSc Marketing Management LM561 1. Objectives The programme aims to explore the nature and role of marketing in contemporary society. It will emphasise the role of marketing a new product and new business

More information

Bachelor of International Sales and Marketing Management Professionsbachelor i international handel og markedsføring

Bachelor of International Sales and Marketing Management Professionsbachelor i international handel og markedsføring August 2009 Curriculum Bachelor of International Sales and Marketing Management Professionsbachelor i international handel og markedsføring Contents Contents... 1 Section 1: General... 3 1 The Course...

More information

EXECUTIVE MASTER IN. Increasing corporate value in today s complex digital world through reputation management and communication with stakeholders.

EXECUTIVE MASTER IN. Increasing corporate value in today s complex digital world through reputation management and communication with stakeholders. EXECUTIVE MASTER IN CORPORATE COMMUNICATION Increasing corporate value in today s complex digital world through reputation management and communication with stakeholders. COURSE DESCRIPTION At a Glance

More information

Marketing Plan Development 101: The Importance of Developing a Marketing Plan for Public Transit Agencies & Commuter Assistance Programs

Marketing Plan Development 101: The Importance of Developing a Marketing Plan for Public Transit Agencies & Commuter Assistance Programs Marketing Plan Development 101: The Importance of Developing a Marketing Plan for Public Transit Agencies & Commuter Assistance Programs Mark Glein, PhD, Marketing Florida State University Marketing Plan

More information

Bachelor s Degree. www.unic.ac.cy. Marketing (BBA)

Bachelor s Degree. www.unic.ac.cy. Marketing (BBA) Bachelor s Degree www.unic.ac.cy Marketing (BBA) STUDY MARKETING AT THE UNIVERSITY OF NICOSIA WHAT IS MARKETING? Today s successful companies, like Apple, Toyota, Emirates, Ryanair, McDonald s, and Coca-Cola,

More information

King Saud University. Deanship of Graduate Studies. College of Business Administration. Council of Graduate Programs in Business Administration

King Saud University. Deanship of Graduate Studies. College of Business Administration. Council of Graduate Programs in Business Administration King Saud University Deanship of Graduate Studies King Saud University Deanship of Graduate Studies College of Business Administration Council of Graduate Programs in Business Administration Master of

More information

MBA with specialisation in Human Resource Management - LM503

MBA with specialisation in Human Resource Management - LM503 MBA with specialisation in Human Resource Management - LM503 1. Objectives The objectives of this MBA Programme are as follows: (i) (ii) (iii) (iv) to impart professional education and training in Modern

More information

LONDON SCHOOL OF COMMERCE. Programme Specifications for the. Cardiff Metropolitan University. MSc in International Hospitality Management

LONDON SCHOOL OF COMMERCE. Programme Specifications for the. Cardiff Metropolitan University. MSc in International Hospitality Management LONDON SCHOOL OF COMMERCE Programme Specifications for the Cardiff Metropolitan University MSc in International Hospitality Management 1 Contents Programme Aims and Objectives 3 Programme Learning Outcomes

More information

Home Economics Education

Home Economics Education Subject Area Syllabus and Guidelines Home Economics Education (Part 2 of 4) Level 4 to Beyond Level 6 Note: The PDF version of this document has been split into sections for easier download. This file

More information

CUSTOMER LOYALTY IN FINANCIAL SERVICES FROM A SERVICE-DOMINANT LOGIC PERSPECTIVE

CUSTOMER LOYALTY IN FINANCIAL SERVICES FROM A SERVICE-DOMINANT LOGIC PERSPECTIVE CUSTOMER LOYALTY IN FINANCIAL SERVICES FROM A SERVICE-DOMINANT LOGIC PERSPECTIVE Kat Mui Ling Graduate Student, Graduate School of Business, University of Malaya, Kuala Lumpur, Malaysia Brian C. Imrie

More information

Grounded Theory. 1 Introduction... 1. 2 Applications of grounded theory... 1. 3 Outline of the design... 2

Grounded Theory. 1 Introduction... 1. 2 Applications of grounded theory... 1. 3 Outline of the design... 2 Grounded Theory Contents 1 Introduction... 1 2 Applications of grounded theory... 1 3 Outline of the design... 2 4 Strengths and weaknesses of grounded theory... 6 5 References... 6 1 Introduction This

More information

Change Management in Project Work Survey Results

Change Management in Project Work Survey Results Change Management in Project Work Survey Results Contents 1. Introduction 1 2. Survey and Participants 2 3. Change Management 6 4. Impact of Change Management on Project Effectiveness 12 5. Communications

More information

M.S. in HOSPITALITY INDUSTRY STUDIES

M.S. in HOSPITALITY INDUSTRY STUDIES M.S. in HOSPITALITY INDUSTRY STUDIES The Tisch Center s Master of Science in Hospitality Industry Studies prepares you to take a leadership role in the international hospitality industry. Our curriculum

More information

Strategic Plan. Page 1 of 6

Strategic Plan. Page 1 of 6 Strategic Plan The following represents the current AACE International Strategic Plan as approved by the Board of Directors at our meeting in April 2014 in Chicago, IL. The Strategic Plan is organized

More information

Retail Lab. Certificate Programme Executive Education for Senior Retail Managers

Retail Lab. Certificate Programme Executive Education for Senior Retail Managers Retail Lab Certificate Programme Executive Education for Senior Retail Managers 1 2 Welcome In response to the increasing challenges in the retail industry, the Institute of Retail Management at the University

More information

Virginia Tech Department of Accounting and Information Systems Ph.D. Program GENERAL INFORMATION

Virginia Tech Department of Accounting and Information Systems Ph.D. Program GENERAL INFORMATION Virginia Tech Department of Accounting and Information Systems Ph.D. Program GENERAL INFORMATION Virginia Tech's Doctoral Program in Accounting and Information Systems is a Ph.D. degree in Business Administration

More information

Local Access Point. Progression Partner COURSE PROSPECTUS

Local Access Point. Progression Partner COURSE PROSPECTUS MA IN MARKETING & INNOVATION Inclusive of the Extended Postgraduate Diploma in Business & Marketing Strategy COURSE PROSPECTUS Local Access Point Removing the Boundaries to Education Progression Partner

More information

The Study of Postgraduate Quality in Sport Management Departments of Public Physical Education Faculties in Iran

The Study of Postgraduate Quality in Sport Management Departments of Public Physical Education Faculties in Iran World Journal of Sport Sciences 4 (2): 151-158, 2011 ISSN 2078-4724 IDOSI Publications, 2011 The Study of Postgraduate Quality in Sport Management Departments of Public Physical Education Faculties in

More information

B.S. in Tourism & Hospitality Management Curriculum

B.S. in Tourism & Hospitality Management Curriculum B.S. in Tourism & Hospitality Management Curriculum School of Tourism & Hospitality Management Curriculum 64 Credits Foundation Requirements 25 Credits STHM 1113 STHM 2114 STHM 3185 STHM 4112 STHM 4185

More information

ROMANIAN - AMERICAN UNIVERSITY. School of Domestic and International Business, Banking and Finance

ROMANIAN - AMERICAN UNIVERSITY. School of Domestic and International Business, Banking and Finance Invest in People! Project co-financed by European Social Fund through the Sectoral Operational Programme Human Resource Development 2007 2013 Priority Axis: 1. Education and training in support for growth

More information

Industrial and organisational psychology

Industrial and organisational psychology Chapter Industrial and organisational psychology Michael P O'Driscoll and Paul J Taylor Psychology Department University of Waikato New Zealand Introduction Industrial and organisational (I/0) psychology

More information

METROPOLITAN COLLEGE. Goals and Student Assessment Outcomes Measures. Graduate Degree Programs

METROPOLITAN COLLEGE. Goals and Student Assessment Outcomes Measures. Graduate Degree Programs METROPOLITAN COLLEGE Goals and Student Assessment Outcomes Measures for Graduate Degree Programs TABLE OF CONTENTS Overview... 3 Degrees Master of Arts in Human Resource Management. 4-10 Human Resource

More information

Below are the module descriptions for all modules currently taught on our BA (Hons) Accounting and Finance course.

Below are the module descriptions for all modules currently taught on our BA (Hons) Accounting and Finance course. BA (Hons) Accounting and Finance module descriptions Below are the module descriptions for all modules currently taught on our BA (Hons) Accounting and Finance course. Year One Core Modules Economics for

More information

2014 State of Customer Acquisition

2014 State of Customer Acquisition 2014 State of Customer Acquisition New acquisition survey findings by Trendline Interactive Research study commissioned by CertainSource an ewaydirect Company INTRODUCTION There is a bit of a schism amongst

More information

APPLICABILITY OF PROJECT MANAGEMENT TECHNIQUES IN SMEs: EVIDENCE FROM GREECE

APPLICABILITY OF PROJECT MANAGEMENT TECHNIQUES IN SMEs: EVIDENCE FROM GREECE STUDIA UNIVERSITATIS BABEŞ-BOLYAI, NEGOTIA, L, 1, 2005 APPLICABILITY OF PROJECT MANAGEMENT TECHNIQUES IN SMEs: EVIDENCE FROM GREECE SDROLIAS L. 1, SIRAKOULIS K. 2, TRIVELLAS P. 3, POULIOS T. 4 ABSTRACT.

More information

STRATEGIC HUMAN RESOURCE MANAGEMENT (SHRM)

STRATEGIC HUMAN RESOURCE MANAGEMENT (SHRM) STRATEGIC HUMAN RESOURCE MANAGEMENT (SHRM) COURSE OVERVIEW It is now a cliché that employees are among the firm s most valued assets; both theory and practice agree on this assertion. Despite that, many

More information

Professional Diploma in Marketing Syllabus

Professional Diploma in Marketing Syllabus Professional Diploma in Marketing Syllabus 05/06 www.cim.co.uk/learningzone 1: Marketing Research & Information Aim The Marketing Research and Information subject covers the management of customer information

More information

Interview studies. 1 Introduction... 1. 2 Applications of interview study designs... 2. 3 Outline of the design... 3

Interview studies. 1 Introduction... 1. 2 Applications of interview study designs... 2. 3 Outline of the design... 3 Interview studies Contents 1 Introduction... 1 2 Applications of interview study designs... 2 3 Outline of the design... 3 4 Strengths and weaknesses of interview study designs... 6 5 References... 7 1

More information

Bachelor s Degree Programme in International Sales and Marketing Professionsbachelor i international handel og markedsføring

Bachelor s Degree Programme in International Sales and Marketing Professionsbachelor i international handel og markedsføring Joint curriculum August 2014 Bachelor s Degree Programme in International Sales and Marketing Professionsbachelor i international handel og markedsføring Part 1: Common Part 1. PROGRAMME CONTENT... 2 1.1.

More information

The role of the marketing department in Danish companies: Drivers for influence

The role of the marketing department in Danish companies: Drivers for influence 42 nd EMAC Annual Conference Istanbul, June 2013 The role of the marketing department in Danish companies: Drivers for influence Suzanne C. Beckmann, Michala Jalving & Sarah Rohde Olsen Copenhagen Business

More information