Müşteri ilişkileri yönetiminde çağrı merkezlerinin yapısı
Küçük Resim Yok
Tarih
2007
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Ticaret Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Teknoloji, rekabet ve küresel pazarlama alanlarındaki değisimler, günümüzde isletmeleri müsteri odaklı olmaya zorlamaktadır. Yeni ekonomide, her seyde olduğu gibi müsterilerin kurumların gözündeki değerinde de değisiklik olmustur. Yeni müsteriler daha bilinçli, daha özgür ve daha talepçi olduklarından, isletmelerin odak noktaları üründen müsteriye kaymıstır. Bunun sonucunda da, müsteri ihtiyaç ve beklentilerini karsılayan ürün ve hizmetler sunulmaya baslanmıstır.Bu tür bir değisim kurumun bütününde yasanması gerekliliğinden dolayı müsteri odaklılık, bir yasam tarzı haline gelmistir. Tezin ikinci bölümünde müsteri tanımı, çesitleri, Dünyada ve Türkiye'de müsterinin yeri ve müsteri iliskileri hakkında bilgi verilmistir. Üçüncü bölümde sadakat tanımı ve tipleri ve müsterinin sadakati konusu anlatılmıstır. Dördüncü bölümde müsteri iliskileri yönetimi sistemlerinin nasıl ele alınması gerektiği üzerinde durulmustur. Besinci bölümde ise müsteri iliskileri yönetiminde alternatif dağıtım kanalları hakkında bilgi verilmis ve örnek program görüntüleri aktarılmıstır Bu tez ile göstermek istediğim; günümüz sartlarında ürünün kalitesinin önemi kadar müsteri ile hızlı ve etkin iletisim kurulmasının kazandığı önemdir. Çağrı merkezleri bu etkilesimi sağlayan en önemli araçtır. Bu konuda teknolojiyi yakalayan firmalar diğer rakiplerine karsı öne geçmislerdir. Özel firmaların müsteri sadakatini arttırarak kar marjlarını arttırmak için uyguladıkları bu yöntemi kamu kurulusları da vatandaslarına daha iyi hizmet vermek ve çağı yakalamak adına mutlaka uygulamalıdırlar. Özellikle çağrı merkezlerinin basamaklarının askeri birliklerdeki uygulamaları incelenmistir.
Nowadays, technology, competition and changes in global marketing force corporations to behave customer focused. In new economics, changes, as a whole, occured in the cost of the customers in the perspective of the corporations. Because the new customers are more conscious, more free and more demander, the focal points of the corporations shifted from product to customer. As a result of this, products and services that meets the demands and needs of the customers were started to be presented. As such kind of change has to be involved in the whole corporation, behaving customer-focused has became a life style. At the following part of my thesis the definition of customer, kinds, the importance of customer in the world and in Turkey were mentioned. At the third part the definition of constancy, types and the topic of customer constancy were told. At the forth part it was focused on how to analyse the customer relationships managements systems. In customer relationships management alternative distribution channels were mentioned and a model program images were presented at the fifth part. The main point of the thesis is, in addition to the importance of the quality of product in daily world, the fast and the effective communication with costumer had also gained importance. Call centers are the most crucial facilities that supplies this interaction. The corporations which follows this technology are the frontrunners among the other rivals. Private companies use this method to raise the margin of profit by improving the customer constancy.Public corporations should also apply this method to its citizens in order to give better service and follow the new world.Especially, the applications of call centers? steps in military squads were investigated.
Nowadays, technology, competition and changes in global marketing force corporations to behave customer focused. In new economics, changes, as a whole, occured in the cost of the customers in the perspective of the corporations. Because the new customers are more conscious, more free and more demander, the focal points of the corporations shifted from product to customer. As a result of this, products and services that meets the demands and needs of the customers were started to be presented. As such kind of change has to be involved in the whole corporation, behaving customer-focused has became a life style. At the following part of my thesis the definition of customer, kinds, the importance of customer in the world and in Turkey were mentioned. At the third part the definition of constancy, types and the topic of customer constancy were told. At the forth part it was focused on how to analyse the customer relationships managements systems. In customer relationships management alternative distribution channels were mentioned and a model program images were presented at the fifth part. The main point of the thesis is, in addition to the importance of the quality of product in daily world, the fast and the effective communication with costumer had also gained importance. Call centers are the most crucial facilities that supplies this interaction. The corporations which follows this technology are the frontrunners among the other rivals. Private companies use this method to raise the margin of profit by improving the customer constancy.Public corporations should also apply this method to its citizens in order to give better service and follow the new world.Especially, the applications of call centers? steps in military squads were investigated.
Açıklama
Fen Bilimleri Enstitüsü, Endüstri Mühendisliği Ana Bilim Dalı
Anahtar Kelimeler
Endüstri ve Endüstri Mühendisliği, Industrial and Industrial Engineering
