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  • V důsledku globalizace tržního prostředí, spojeného se znalostní ekonomikou vývoj spěje na všech typech trhů od marketingové strategie cílení na vybrané segmenty trhu k individualizovanému one-to-one marketingu, což znamená uplatnění strategií CRM (Customer Relationship Management). Uplatnění strategie CRM vyžaduje změnit přístupy k hodnocení výkonnosti podniku. Pro hodnocení výkonnosti podniku nestačí pouze ukazatele globální tržní a finanční výkonnosti, ale je třeba používat daleko propracovanější a vybilancovaný systém ukazatelů tržní výkonnosti zaměřených na průběh a výsledky uspokojování potřeb jednotlivých zákazníků spolu s ukazateli výkonnosti interních podnikových procesů podílejících se na vytváření hodnoty pro jednotlivé zákazníky, ukazateli výkonnosti v oblasti učení se a růstu znalostního potenciálu pracovníků podniku nutného pro individualizaci péče o jednotlivé zákazníky a finanční výkonnosti při obsluze jednotlivých zákazníků. Příspěvek nastiňuje rámcovou koncepci strategického systému (cs)
  • As a consequence of information and communication technologies development and competition sharpening the progress of all market types goes from a marketing strategy of selected segments targeting to individualized one-to-one marketing and applying of CRM (Customer Relationship Management). It calls for changing approaches to company performance evaluation. When evaluating a company performance it is not sufficient to evaluate only a company financial performance but it is necessary to use a far more elaborated and balanced system of market (customer) performance indicators together with performance indicators in terms of company staff innovation potential increase, performance indicators of internal company processes co-creating value for individual customers and financial performance of individual customers. The paper outlines a strategic system concept of company performance measuring and evaluating Balanced Scorecard which is modified for evaluating a course and results of differentiated CRM st
  • As a consequence of information and communication technologies development and competition sharpening the progress of all market types goes from a marketing strategy of selected segments targeting to individualized one-to-one marketing and applying of CRM (Customer Relationship Management). It calls for changing approaches to company performance evaluation. When evaluating a company performance it is not sufficient to evaluate only a company financial performance but it is necessary to use a far more elaborated and balanced system of market (customer) performance indicators together with performance indicators in terms of company staff innovation potential increase, performance indicators of internal company processes co-creating value for individual customers and financial performance of individual customers. The paper outlines a strategic system concept of company performance measuring and evaluating Balanced Scorecard which is modified for evaluating a course and results of differentiated CRM st (en)
Title
  • Company Performance Evaluation in Customer-Relationship Management
  • Hodnocení výkonnosti podniku v rámci CRM (cs)
  • Company Performance Evaluation in Customer-Relationship Management (en)
skos:prefLabel
  • Company Performance Evaluation in Customer-Relationship Management
  • Hodnocení výkonnosti podniku v rámci CRM (cs)
  • Company Performance Evaluation in Customer-Relationship Management (en)
skos:notation
  • RIV/00216275:25310/06:00004334!RIV08-GA0-25310___
http://linked.open.../vavai/riv/strany
  • 126-135
http://linked.open...avai/riv/aktivita
http://linked.open...avai/riv/aktivity
  • P(GA402/06/0577)
http://linked.open...vai/riv/dodaniDat
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http://linked.open...iv/duvernostUdaju
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http://linked.open...dnocenehoVysledku
  • 469174
http://linked.open...ai/riv/idVysledku
  • RIV/00216275:25310/06:00004334
http://linked.open...riv/jazykVysledku
http://linked.open.../riv/klicovaSlova
  • Company Performance Evaluation in Customer-Relationship Management; Modification Balanced Scorecard. (en)
http://linked.open.../riv/klicoveSlovo
http://linked.open...ontrolniKodProRIV
  • [DF72485C2742]
http://linked.open...i/riv/mistoVydani
  • Lázně Bohdaneč, Czech Republic
http://linked.open...i/riv/nazevZdroje
  • Proceedings of the International Scientific Conference Customer Relationship Management 06
http://linked.open...in/vavai/riv/obor
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http://linked.open...vavai/riv/projekt
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http://linked.open...iv/tvurceVysledku
  • Lošťáková, Hana
number of pages
http://purl.org/ne...btex#hasPublisher
  • University of pardubice
https://schema.org/isbn
  • 80-7194-909-4
http://localhost/t...ganizacniJednotka
  • 25310
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