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Анализ рекламаций и претензий клиентов ООО «ЦМП МЕДИКА»

бакалаврская работа
descriptionPublicationkeyboard_double_arrow_right Other literature type 01 Jan 2016 Russian Publisher:Санкт-Петербургский политехнический университет Петра Великого

doi: 10.18720/spbpu/2/v16-2250

Анализ рекламаций и претензий клиентов ООО «ЦМП МЕДИКА»

Abstract

В бакалаврской работе предложены методы управления жалобами клиентов, которые включают в себя реализацию принципа теории эффективной жалобы, проведение обучающих тренингов для персонала, специализированное программное обеспечение, а так же бизнес-процессы для управления и обработки поступающих в организацию жалоб. Рассчитана коммерческая эффективность предлагаемых мероприятий для управления жалобами.

In bachelor thesis propose methods of customer complaints management which includes the implementation of the principles of the theory of effective complaints, special software, instructions for staff, the business process for handling complaints and trainings for personnel. The commercial effectiveness of the proposed measures was calculated.

Keywords

сбор и анализ жалоб, managing consumer complaints, the collection and analysis of complaints, medicine, маркетинговые исследования, commercial efficiency, управление жалобами потребителей, теория эффективной жалобы, коммерческая эффективность, the theory of effective complaint, медицина, marketing research

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
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