THE STRATEGIC ROLE OF WEB COMMUNITIES IN THE CUSTOMER RELATIONSHIP MANAGEMENT

被引：0
|
作者：
Consoli, Domenico [1 ]
Badea, Florica [1 ]
机构：
[1] Univ Politecn Marche, Ancona, Italy
来源：
PROCEEDINGS OF THE 4TH INTERNATIONAL CONFERENCE ON BUSINESS EXCELLENCE, VOL 1 | 2009年
关键词：
customer opinions; customer relationship management; customer satisfaction; web; 2.0; web community;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Customer opinions on products/services are an intangible strategic asset of fundamental importance for the competitiveness of a company. Customers with their preferences, decide the success or failure of a business enterprise. The customer will have a strong motivation to remain loyal if the enterprise sees a strong attention to his needs and his identity. For the top management is very important to analyze customer opinions to improve the product/service. In the knowledge era, with the tools of Web 2.0, the company can encourage the birth of web communities where all virtual consumers discuss freely on a product/service and list its strengths and weaknesses.
引用
收藏
页码：110 / 114
页数：5
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