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Udo Reifner

Using Money

Series: Schriften des Instituts für Finanzdienstleistungen e.V.

Volume 13 2007

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The Customer’s faith S. 92-93

„… specific European answer to the “prisoner’s dilemma” could be found. The Customer’s faith The vision of an …”

Trust is Good for the Economy S. 33-35

„… government. But does it apply the same principle to its customers? The General Terms and Conditions applied …” „… independent Quicken software. Angry customers, who had been using it to run several accounts and to calculate …” „… . Paradoxically, it was suggested as an alternative that customers should entrust the bank and other providers …”

Financial exclusion in Modern Societies S. 82-90

„… customers. LTV of a potential customer is evaluated by projecting "the present value of all future purchases …” „… against the marketing and customer-service costs of securing and maintaining a long-term relationship."42 …” „… the fact whether a customer keeps €100,000 in his or her bank account with their bank. They do not …”

The Ethical Personality and Actions S. 21-23

„… forms in which they are manifested in the arts, in customs, as well as in the production, distribution …” „… overindebtedness or to more productive consumption, do they give greater access to resources for their customers or …” „… customers. Research into customer satisfaction does not amount to social research. It looks at the effect of …”

Money as a Security S. 49-59

„… self-help on the 53 part of their customers because, while they do not threaten their profit levels, they do …” „… undermine their profit margins. Fewer customers giving them a greater return seems still to be their current …” „… the USA, Citifinancial, they service 4.3 million customers through 1,600 branches in 48 states.” In …”

“Creditworthy Lenders” S. 35-38

„… there in their customers’ time of need. But it is lenders who need trust the most now. “Creditworthy …” „… should consider how they could secure liquidity instead of acceleration of instalments, the customer’s …” „… outstanding loan balances with a view to protecting the customer’s liquidity, rather than the loan balance …”

Facilitating Self-determined and Effective Consumption S. 59-61

„… . But Citibank is not just anyone. It distinguishes between customers and consumer organisations, and …” „… strangling in Dostoyevsky’s novel when cartels deprive their customers of freedom through anti-competitive …” „… agreements or by tying in their customers. The open admiration of German bankers and politicians for the …”

International Coalition Building S. 140-141

„… . Customer-friendliness therefore means customer responsibility or empowerment. All of this leads to numerous …” „… answers; product development for customer-friendly and socially appropriate financial services, as well as …”

The Private Sector as a New Research Partner S. 139-140

„… together banks, bank customers and people with an interest in banks to discuss the issue of social …” „… pre-supposes the articulacy of these groups. Customer-friendliness therefore means customer responsibility or …”

Using Money rather than Having it S. 28-32

„… advisers and bank-customer advisers should discuss the basis for the creation of this sense of …” „… lender is under an obligation to concern him-self with the success of the loan for the customer after the …” „… services, be they investors or borrowers. If you want lay customers to understand banking business, you …”

Titelei/Inhaltsverzeichnis S. 2-10

„… Economy 90 “Perfection of Life or of Work?” 90 Armatya Sen and the American Economy 91 The Customer’s …” „… Services” 119 1999 – Customer Focus and Consumer Orientation: New Areas of iff Activity 120 Social …”

The Different Facets of the Truth S. 61-63

„… property and securities. The new plans do not incorporate these residual truths. The customer takes the …” „… answer of out-sourcing social problems into high interest markets. The customer is lazy if she wants a …” „… refinancing rates to the customer. Bankers, like politicians, do not tell lies. They merely reflect back an …”

Final Quality Testing for the Economy S. 125-127

„… financial service providers need even for their better-off customers. The fact that the client relationship …” „… investigation must remain independent in objectives and methods. The customer decides as to the field and the …” „… the application of this aspect on our customers. IFF is in the business of developing possibilities …”

Usury and Bribery S. 15-18

„… cover costs, so that customers have to be bribed with dumping prices (SZ no.293, 24)? The € 1.75 billion …” „… and insurance companies as well as in the homes of their customers in order to dictate the products …” „… needs of their customers) have become a substitute for payment for services rendered and have a knock-on …”

Ethics S. 18-19

„… distribution channels against banks and insurance companies as well as in the homes of their customers in order …” „… (and frequently not for the needs of their customers) have become a substitute for payment for services …”

Charity – “Love Thy Neighbour” S. 38-39

„… outstanding loan balances with a view to protecting the customer’s liquidity, rather than the loan balance …”

Armatya Sen and the American Economy S. 91-92

„… . The Customer’s faith The vision of an economy based on culturally founded trust brings us back to …”

More Power to the Banks S. 93-95

„… themselves, should become the yard stick for monitoring „credit institutions“. New goals such as customer …” „… of new technology to customer needs, life-95 line basic banking services, alternative products based …”

Group-Orientation of Bank Outlets, Financial Literacy, Pensions and Start-ups S. 127-129

„… investigation must remain independent in objectives and methods. The customer decides as to the field and the …” „… the application of this aspect on our customers. IFF is in the business of developing possibilities …”

More Openness in the Banking Sector S. 141

„… learn to find and to give answers; product development for customer-friendly and socially appropriate …”

Social Audit of the Market Economy S. 80

„… ordinary customers get access to speculative information on differences between capital market rates by the …”

Who is in Charge of the Capital Markets? S. 101

„… . This can explain problems of the the money system. Customs control foreign currencies, capital transfer …”

“Export Finance for Engineers“ S. 141-142

„… learn to find and to give answers; product development for customer-friendly and socially appropriate …”

A World Network of Euro-Dollar-Yen S. 100-101

„… money system. Customs control foreign currencies, capital transfer regulation are classical for …”

Differentiation and Exclusion S. 27-28

„… advisers and bank-customer advisers should discuss the basis for the creation of this sense of …”

Banks only manage the Money for Others S. 32-33

„… demands this from government. But does it apply the same principle to its customers? The General Terms …”

Göteborg conference: “Access to Financial Services” S. 119-120

„… precisely about exactly this issue. 120 1999 – Customer Focus and Consumer Orientation: New Areas of iff …”

Iff Publications S. 121-122

„… discriminating in consumer credit by applying different interest rates according to customer income levels, on …”

Self-Interest and Public Interest S. 20-21

„… forms in which they are manifested in the arts, in customs, as well as in the production, distribution …”

Money is an Irrigation System S. 101-102

„… . This can explain problems of the the money system. Customs control foreign currencies, capital transfer …”

Social Investment and Small Business Financing S. 120-121

„… 120 1999 – Customer Focus and Consumer Orientation: New Areas of iff Activity Especially with its …”

A Year of Auditors and Authorities S. 138-139

„… each other,” brought together banks, bank customers and people with an interest in banks to discuss the …”

Reconcilng Egoism wth Solidarity S. 78-80

„… on the stock exchange, where even ordinary customers get access to speculative information on …”

Securing the Fruits of Sustainable Banking S. 80-82

„… ordinary customers get access to speculative information on differences between capital market rates by the …”

Public Interest Organisations S. 122-124

„… credit by applying different interest rates according to customer income levels, on the consumer impact …”

“Internal Ethics” – “External Ethics” S. 23-27

„… faced by customers, and ultimately obtain a compromise. A finance sector which people try to adapt to …”

doi.org/10.5771/9783845204529

Christopher Zerres, Dirk Drechsler - Social Media Marketing und Data Analytics

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Christopher Zerres (ed.), Dirk Drechsler (ed.)

Social Media Marketing und Data Analytics

2018

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Sabrina Herrmann, Pia Katharina Katz Social Customer Service S. 92-108

„… 92 Social Customer Service Sabrina Herrmann und Pia Katharina Katz 1 Einleitung Über …” „… (nachfolgend „Social Customer Service“ genannt) haben viele Unternehmen mittlerweile für sich entdeckt, so dass …” „… Social Customer Service längst kein neuer Trend in der digitalen Kommunikation mehr darstellt. Der …”

Florian Litterst Einführung und Überblick über die Möglichkeiten des Social MediaAdvertisings S. 164-177

„… Customer Journeys (die Reise der Kunden zum Unternehmen bzw. Kaufabschluss) heutzutage nicht mehr linear …” „… Customer Journey mit Performance-Maßnahmen Einfluss auf Kaufentscheidungen ausüben, sondern entlang der …” „… kompletten Customer Journey bzw. entlang des kompletten Marketing Funnels präsent sein. Ein klassischer …”

Christopher Zerres Social Media Controlling S. 149-163

„… ) Sechs Kennzahlkategorien für den Bereich Kundenservice: 1) Customer Experience, 2) Customer Interaction …” „… , 3) Customer Satisfaction, 4) Customer Activation, 5) Reach und 6) Finance. Zaugg und Egle (2014 …” „… ) KPIs werden 4Cs (Commerce, Content, Community, Customer Care) zugeordnet und wiederum jeweils in …”

Titelei/Inhaltsverzeichnis S. I-12

„… ................................................................................................ 87 Social Customer Service …” „… ........................................................................................................... 92 2 Bedeutung von Social Customer Service …” „… ........................................................... 92 3 Erfolgsfaktoren für Social Customer Care …”

Jacqueline Alterauge, Lisa Isenmann Social Media Research S. 75-91

„… überhaupt, in kostspieligen und fehleranfälligen Innovationsprozessen weiterentwickelt. Customer …” „… versus traditional customer participation in the innovation process, in: Journal of Marketing Management …” „… Kundenorientierung zu Customer Co-Creation im Innovationsprozess, in: Marketing Review St. Gallen 27 (4), 8-13 …”

Christine Matt, Nina Berger Social CRM S. 109-124

„… , welche das klassische Customer Relationship Management (CRM) in das Social Web integriert (vgl …” „… . (2016): Social Customer Relationship Management, Springer Gabler, Berlin. Bayer, M. (2012): Auf der …”

Dirk Drechsler, Pia Katharina Katz Data Analytics zur Anomalie-Detektion im Finanzsektor S. 282-299

„… customer behavior anomalies in big financial data, in: 2014 14th International Conference on Hybrid …”

Dirk Drechsler Big Data Governance S. 213-231

„… complement each other’s capabilities in view of delivering a product or service to the customer. Any player …”

doi.org/10.978.395710/3284

Reiner Schulze - Common European Sales Law (CESL)

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Reiner Schulze (ed.)

Common European Sales Law (CESL)

Series: Kooperationswerke Beck - Hart – Nomos

Volume 2012

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Article 158 Customer’s right to decline performance S. 670-672

„… non-performance by the customer (eg of the obligations in Section 3), the service provider is afforded the same …” „… applicable in light of the general reference to Chapter 13, is not applicable. In its place, the customer is …” „… afforded a right to decline performance (art 158). Article 158 Customer’s right to decline performance 1 …”

Article 155 Remedies of the customer S. 666-668

„… customer’s premises (eg place of residence or workplace) must be necessary in order for the service provider …” „… service provider will constitute non-performance on the part of the customer. Art 157 will apply …” „… accordingly. Section 4 Remedies Article 155 Remedies of the customer 1. In the case of non-performance of an …”

Article 152 Obligation to warn of unexpected or uneconomic cost S. 661-664

„… Obligation to warn of unexpected or uneconomic cost 1. The service provider must warn the customer and seek …” „… the consent of the customer to proceed if: (a) the cost of the related service would be greater than …” „… already indicated by the service provider to the customer; or (b) the related service would cost more than …”

Article 154 Provision of access S. 665-666

„… clear when the customer, in a contract for the repair of goods, has to pay.1 Furthermore, the fact that …” „… customer’s premises in order to perform the related service the customer must provide such access at …” „… installation contracts, the service provider may require access to the customer’s home or business premises in …”

Article 153 Payment of the price S. 664-665

„… Section 3 Obligations of the customer Article 153 Payment of the price 1. The customer must pay any …” „… customer. Contents A. Function …” „… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 A. Function Art 153 concerns the obligations of the customer vis-à-vis the payment of the price …”

Article 157 Remedies of the service provider S. 669-670

„… requirements customer’s reliance on a lack of conformity with the contract. It stipulates two requirements …” „… : Firstly, the customer must give notice (cf art 10) to the service provider which specifies the nature of …” „… service provider 1. In the case of a non-performance by the customer, the service provider has, with the …”

Article 9 Mixed-purpose contracts Schulte-Nölke S. 147-151

„… remedies of the parties as service provider and customer. 2. Where, in a contract falling under paragraph 1 …” „… a part to which a part of the price can be apportioned, the buyer and customer may terminate only in …” „… relation to that part. 3. Paragraph 2 does not apply where the buyer and customer cannot be expected to …”

Article 156 Requirement of notification of lack of conformity in related service contracts between traders S. 668-669

„… between traders 1. In a related service contract between traders, the customer may rely on a lack of …” „… conformity only if the customer gives notice to the service provider within a reasonable time specifying the …” „… the customer discovers or could be expected to discover the lack of conformity, whichever is later. 2 …”

Article 5 Contracts for which the Common European Sales Law can be used S. 77-86

„… (P) should be applicable wherever the customer must, at the end of the day, be owner of the goods, ie …” „… where a transfer of ownership has to be effectuated or would have to be effectuated if the customer was …” „… app that is bought and applied by the customer must clearly fall under the CESL (P).5 Where, by …”

Article 151 Obligation to provide invoice S. 659-661

„… conclusion of the contract, the service provider must provide the customer with an invoice which explains, in …” „… situations in which the customer is to be provided with an invoice and the content and formal requirements …” „… . The use of the neutral term ‘customer’ without an exception (cf art 159) implies that there is no …”

Article 107 Limitation of remedies for digital content not supplied in exchange for a price S. 529-531

„… obligation of the customer is not expressed in money. Art 107 should therefore be understood as presumption …” „… that the contracts, in which the customer does not pay for the supply of the digital content in money …” „… , are gratuitous contracts. The aggrieved customer must prove that the link between obligations of the …”

Article 12 Information requirements resulting from the Services Directive S. 109-115

„… offers, at the same time, electronic monitoring of sleeping patterns designed to give the customer …” „… information about the customer’s psychic life: Even though the mattress and the monitoring both have something …” „… works for a new bathroom and, as is normally the case, buys the components designated by the customer in …”

Article 2 Definitions S. 50-67

„… of digital content who undertakes to provide a customer with a service related to those goods or that …” „… digital content; (o) ‘customer’ means any person who purchases a related service; (p) ‘distance contract …” „… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2. Trader as customer …”

Article 8 Termination of a contract Zoll S. 145-147

„… apply to the obligations and remedies of the parties as service provider and customer. 2. Where, in a …” „… customer may terminate only in relation to that part. 3. Paragraph 2 does not apply where the buyer and …” „… customer cannot be expected to accept performance of the other parts or the non-performance is such as to …”

Article 6 Exclusion of mixed-purpose contracts and contracts linked to a consumer credit S. 86-90

„… reasons, be very useful to apply the CESL (P) in these cases. Firstly, the customer will pay a price in …” „… because they expect some kind of economic benefit: the customer’s willingness to place an order, the …” „… customer’s personal data, reputation, etc. Secondly, to exclude these cases from the CESL (P) means that the …”

Article 69 Contract terms derived from certain pre-contractual statements S. 374-380

„… IV. Statements made by buyer or customer …” „… CESL – can only be a trader. Pre-contractual statements made by the buyer or customer are not covered …” „… buyer or customer Art 69 is further limited to statements made by the seller or provider of a service …”

Article 7 Parties to the contract S. 90-94

„… related services is a trader. Where the buyer, user or customer is a consumer, the CESL (P) is available …” „… irrespective of the size of the trader’s enterprise. Where, however, also the buyer, user or customer is a …” „… they must, before making the contract, check each customer’s number of employees, annual turnover etc …”

Article 108 Mandatory nature S. 531-532

„… Some traders offer the digital content in quite particular way – the customer has to decide …” „… , whether it wants to pay and how much. In such case, if the customer decides to pay, the contract should be …” „… instances of lack of conformity. In cases of other kinds of non-performance the customer may resort to all …”

Article 173 Payment for monetary value S. 728-741

„… terminated by the customer after the related service has been performed or partly performed, the monetary …” „… value of what was received is the amount the customer saved by receiving the related service. 4. In a …” „… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 4. Limitation to avoidance or termination by the customer . . . . . . . . . . . . 45 V. Art 173(4 …”

Titelei/Inhaltsverzeichnis S. 1-17

„… . . . . . . . . . . . . . . . . . . . . . . . . . . .Article 152 624 Table of Contents XIII Section 3 Obligations of the customer Payment of the price …” „… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Article 154 628 Section 4 Remedies Remedies of the customer …” „… . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Article 157 632 Customer’s right to decline performance …”

Article 78 Contract terms in favour of third parties S. 408-413

„… field of application is the sale of goods where the buyer has already sold the goods to a customer and …” „… the first seller agrees to deliver directly to the customer.2 B. Context The main content of art 78 is …” „… contract with the seller in favour of the buyer’s customer, the buyer cannot contract for an unidentifiable …”

Article 129 Taking delivery S. 602-605

„… 153, a service provider must be given access to the customer’s premises at reasonable hours. III …” „… documentation (eg on customs formalities) or staff (eg for collecting goods at the seller’s place), or to take …”

Article 137 Scope of right to terminate S. 630-633

„… application, can be found in art 4(5) Dir No 90/314/EEC,1 allowing the customer to terminate the entire …” „… 155(1)(c) and 157(1)(c) refer to Chapter 11 and 13 provisions respectively for the customer’s and the …”

Article 126 Time of payment S. 584-589

„… service is completed and the object of the related service is made available to the customer’). III. Scope …” „… related service is completed and the object of the related service is made available to the customer …” „… infelicitous if for example the installation fails and the customer is unable to use the furniture. As art 101 …”

Article 172 Restitution on avoidance or termination S. 716-728

„… customer’s right to get back payments made and in art 157(1)(c) for the service provider’s right to receive …” „… or customer, as the partial performance of a monetary obligation is never without value to the seller …” „… customer after the related service has been performed or partly performed, the monetary value of what was …”

Article 185 Effects of prescription S. 775-777

„… the goods according to art 133. This also applies to the customer’s and the service provider’s right …”

Article 148 Obligation to achieve result and obligation of care and skill S. 655-657

„… customer; (b) if damage has occurred, the costs of any precautions which would have prevented that damage …” „… not have to achieve certain result, the obligation is of skill and care. It means that the customer …”

Article 179 Periods of prescription S. 762-764

„… than two years from the actual handing over of the goods of non-conformity), art 156 (customer’s …”

EXPLANATORY MEMORANDUM Explanatory Memorandum S. 788-817

„… ) 4 1 et seqq customer – definition RegCESL (P) 2 29 customs – payment 124 13 D damages 159 1 et …” „… ) 4 1 et seqq – customer RegCESL (P) 2 29 – damages RegCESL (P) 2 19 et seq – debtor RegCESL (P) 2 …” „… obligation 126 7 et seq – consumer 93 12 – customs formalities 129 8 – delay 95 8, 115 1 et seqq …”

Article 178 Rights subject to prescription S. 759-762

„… the actual handing over of the goods of non-conformity), art 156 (customer’s notification of lack of …”

Article 13 Member States’ options S. 115-118

„… 7 forces them into embarrassing and complicated enquiries about their customer’s turnover and number …”

Article 91 Main obligations of the seller S. 469-473

„… (Chapter 15, cf arts 147– 158), but the obligations of the service provider and customer are governed in …” „… the remedies of the customer and service provided are spelled out in separate articles (arts 155 and …”

Article 8 Agreement on the use of the Common European Sales Law S. 94-99

„… making the contract, check each customer’s number of employees, annual turnover etc. In particular in …”

Article 150 Performance by a third party S. 659

„… conclusion of the contract, the service provider must provide the customer with an invoice which explains, in …”

Article 45 Obligations of the consumer in the event of withdrawal S. 278-284

„… , new good to a second customer at a much lower price because the good cannot be considered new since it …” „… has been inspected and returned by the first customer). However, a further loss in value will often …”

Article 124 Means of payment S. 574-580

„… whether local customs are a suitable yardstick for how an international payment is to be made. They may be …” „… web-based businesses which allow customers to pay using debit or credit cards will require advance payment …”

Article 149 Obligation to prevent damage S. 657-659

„… at the time of conclusion of the contract, the service provider must provide the customer with an …”

Article 177 Mandatory nature S. 756-759

„… has to be the seller or service provider and the consumer the buyer or customer, cf art 7(1)(1 …”

Article 162 Loss attributable to creditor S. 684-686

„… his customers. In both B2C and B2B contracts a debtor can generally expect losses such as the cost of …”

Article 161 Foreseeability of loss S. 682-684

„… from contractual penalties and other liabilities of the creditor towards his customers. In both B2C and …”

Article 147 Application of certain general rules on sales contracts Zoll/Watson S. 653-655

„… customer; (b) if damage has occurred, the costs of any precautions which would have prevented that damage …”

Introduction to arts 13–29 Howells/Watson S. 162-164

„… existence and the conditions of the trader’s aftersale customer assistance, after-sale services, commercial …”

Article 3 Co-operation S. 128-131

„… the customer of a service to allow the service to be performed on his or her premises at reasonable …”

Article 89 Change of circumstances S. 452-463

„… adoption of very high customs duty on the goods to be delivered). The notion could extend also to an …” „… time also requires consideration of the need to organise negotiation with numerous customers at one …”

Article 142 Passing of risk in a consumer sales contract S. 642-645

„… never passes to the customer but remains with the supplier, eg the case of the contract providing access …”

Article 1 Freedom of contract Schulte-Nölke S. 122-126

„… CESL (P) would have to accept orders from customers in all EU Member States. This understanding of the …”

Article 125 Place of payment S. 580-584

„… goods without incurring this charge upfront, as most web-based businesses which allow customers to pay …”

Article 175 Compensation for expenditure S. 747-751

„… fruits or vegetables to customers. The DCFR provides that these costs can be deducted from the …”

Article 31 Offer S. 221-225

„… protected customers from being misled into thinking that goods or services are available at 9 Schroeter, in …”

Article 170 Unfair contract terms relating to interest for late payment S. 711-715

„… customers.8 Furthermore, no abuse is apparent if, eg, a winegrower sells grapes to a wine cellar and they …”

Article 67 Usages and practices in contracts between traders S. 366-371

„… ’ refers to a general (trading) custom and ‘practice’ to the habitual conduct of the parties themselves. An …”

Article 93 Place of delivery S. 477-482

„… . The place of business would mean also this organised entity of the trader, where usually the customers …”

Article 90 Extended application of rules on payment and on goods or digital content not accepted S. 463-469

„… (Chapter 15, cf arts 147– 158), but the obligations of the service provider and customer are governed in …”

Article 166 Interest on late payments S. 692-698

„… when the service is completed and its object is made available to the customer (cf art 153[2]). When …”

Article 13 Duty to provide information when concluding a distance or off-premises contract S. 164-171

„… customer assistance, after-sale services, commercial guarantees and complaints handling policy; (g) where …”

Article 87 Non-performance and fundamental non-performance S. 433-445

„… arts 148–152 and obligations of the customer in arts 153–154. b) Despite the clearly defined rights and …”

doi.org/10.5771/9783845265469

Andreas Wiesehahn, Martin Kißler - Erfolgreiches Controlling

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Andreas Wiesehahn (ed.), Martin Kißler (ed.)

Erfolgreiches Controlling

2018

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Thomas Burgartz Kennzahlengestütztes Customer Value Controlling S. 235-248

„… Kennzahlengestütztes Customer Value Controlling Thomas Burgartz Prof. Dr. Thomas Burgartz ist seit …” „… - und Vertriebs-Controlling sowie im Customer Performance Measurement. Kundenbeziehungen erfolgreich …” „… .Kennzahlengestütztes Customer Value Controlling 237 Von entscheidender Bedeutung ist, dass die Investitionen in den …”

Georg Oecking Controlling in Telekommunikationsunternehmen S. 413-438

„… Netto-Kundenumsatzes TCV (Total Customer Value) in der vertraglich vereinbarten Laufzeit. Bei großen Netzbetreibern in …” „… : • Fixkostencontrolling • Projektcontrolling • Controlling des Customer-Care-Bereichs • Vertriebscontrolling Weitere …” „… Personal‐Controlling Finanz‐Controlling Vertriebs‐Controlling Ri sik o‐ Co nt ro lli ng Customer‐Care‐Controlling Abb …”

Titelei/Inhaltsverzeichnis S. 1-18

„… Möglichkeiten und Ausblick4.6 233 Literaturverzeichnis 234 Kennzahlengestütztes Customer Value Controlling5. 235 …” „… Relationship Marketing 5.2 236 Begriff des Kundenwerts5.3 238 Kennzahlengestütztes Customer Value Controlling …”

Thomas Haiber Controllingperspektiven für Stadtwerke im Zeitalter von Big Data S. 439-462

„… “ schaffen. Mehr denn je gilt deshalb: Know your customer! Das Wissen darüber, was der Kunde will und welche …”

doi.org/10.5771/9783845288741

Rainer Kirchdörfer, Daniel C. Schmid - Der europäische Facheinzelhandel - Herausforderungen und Perspektiven

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Rainer Kirchdörfer (ed.), Daniel C. Schmid (ed.)

Der europäische Facheinzelhandel - Herausforderungen und Perspektiven

2011

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Jürgen Maximow Kundenzentriertes Wachstum durch „Customer Value Management“ S. 193-207

„… Jürgen Maximow Kundenzentriertes Wachstum durch „Customer Value Management“ Situation und …” „… Traditionelle Konzepte und traditionelles Marketing greifen nicht mehr 1.2. 195 „Customer Value Management“ als …” „… Kernelemente und Hebel von „Customer Value Management“ 2.2. 197 Vorgehen bei der erfolgreichen Umsetzung …”

Daniel C. Schmid Kundenzufriedenheitsmanagement im Handel S. 169-193

„… Customer Focus Groups zur Informationsgewinnung eingesetzt. Nützliche Erkenntnisse liefern auch Interviews …” „… , C./Johnson, M. D./Anderson, J. C./Everitt Bryant, B.: The American Customer Satisfaction Index: Nature …” „… Satisfied Customers Really Pay More? A Study of the Relationship Between Customer Satisfaction and …”

Julia Rink, Daniel C. Schmid, Thomas Otter Aktives Beschwerdemanagement im Handel – Bestandteile und Implikationen für die Einführung S. 221-247

„… achten, dass 2.3. 18 Stauss/Seidel (Beschwerdemanagement), S. 115. 19 Stauss/Seidel (Customer Care), S …” „… exzellenten Customer Relationship Management (CRM), München 2003 Chase, R. B./Dasu, S.: Want to perfect your …” „… .: Defensive marketing strategy by customer complaint management: A theoretical analysis, in: Journal of …”

Regine Kalka Die Messung der Markenstärke im Einzelhandel S. 145-169

„… Markenstärke als Brand Strength oder Customer-Based Brand Equity bezeichnet. Abbildung 1: Systematisierung des …” „… , and Managing Customer-Based Brand Equity, S. 8. 25 Vgl. Markenverband, S. 1. Die Messung der …” „… Markenmanagements, S. 66. 38 Vgl. Keller, Conceptualizing, Measuring, and Managing Customer-Based Brand Equity, S. 3 …”

Titelei/Inhaltsverzeichnis S. 2-12

„… Kundenzentriertes Wachstum durch „Customer Value Management“ 193 Sebastian Deppe Erfolgsfaktoren im Handel 207 Julia …”

Dirk-Uwe Klaas Entwicklungstendenzen im europäischen Einzelhandel – Überlegungen zur Vertikalisierung von Industrie und Handel unter besonderer Berücksichtigung der Möbelwirtschaft S. 63-81

„… Handels, das Customer Relationship Management (CRM), versorgt den Kunden ständig mit scheinbar …”

Friedemann Stöckle Relevanz der Marktinformationen – insbesondere Handelspanelinformationen – für langlebige Gebrauchsgüter im Handel S. 351-367

„… mittels Customer Loyalty Cards gewonnen werden, Pro- 4.6. 4.7. 4.8. Friedemann Stöckle 364 …”

Leo N. J. van der Velde Systemansatz für das Supply-Chain-Design S. 437-461

„… , und das hat einen wesentlichen Effekt auf den Handel. „Customization“ und „ECR (Effective Customer …”

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