Dissertation: Intelligente Geschäftsprozesse im Feedbackmanagement

Intelligente Geschäftsprozesse im Feedbackmanagement

Studien zur Wirtschaftsinformatik, Band 101

Hamburg 2018, 306 Seiten
ISBN 978-3-339-10186-0 (Print), ISBN 978-3-339-10187-7 (eBook)

Analytisches CRM, Beschwerdemanagement, Betriebswirtschaft, Business Intelligence, Closed-Loop-Architektur, Customer Relationship Management, Decision Management, Entscheidungsunterstützung, Feedbackmanagement, Geschäftsprozess, Geschäftsprozessmanagement, Lernendes System, SAP CRM, Service Automation, Wirtschaftsinformatik

about this book

deutsch | english

Efficient customer relationship management is essential in today’s economy. It includes using feedback management processes to handle customers’ complaints, compliments, and suggestions. However, these processes are insufficient in many companies. Customer satisfaction ratings of enterprise feedback management have been consistently low for at least a decade.

This book shows how organizations can create intelligent, self-optimizing, feedback management processes. Such processes continually analyze customer contact data through the use of business intelligence, and they use the insight gained to optimize process decisions. Thus, feedback management can take the best possible actions at any time. For example, when a customer files a complaint, an intelligent process can automatically opt for the type of compensation that yielded the highest customer satisfaction ratings in comparable cases.

With novel reference models and sample blueprints, this book facilitates an efficient, science-based implementation of intelligent business processes in feedback management. In this way, it enables the reader to achieve a lasting increase in customer satisfaction, customer retention, and business success.


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