Forging and nurturing relationships with luxury customers: from CRM to customer experience
Bianco, Camilla (A.A. 2021/2022) Forging and nurturing relationships with luxury customers: from CRM to customer experience. Tesi di Laurea in Luxury management, Luiss Guido Carli, relatore Alberto Festa, pp. 92. [Master's Degree Thesis]
Full text for this thesis not available from the repository.
Abstract/Index
Introduction to CRM: from reason for use to implementation. Why managing customers is more critical than ever. Concepts of customer value. Strategic CRM. Implementing the CRM strategy. CRM characteristics and issues in the luxury arena. An in depth study of strategic CRM. Analytical CRM. Operational CRM. Social CRM. A customer-centric approach. Customer experience. Customers’ relationships with salespeople. Quantitative research method: a survey to test the customer experience. Analysis. Overall considerations.
References
Bibliografia e sitografia: pp. 90-92.
| Thesis Type: | Master's Degree Thesis |
|---|---|
| Institution: | Luiss Guido Carli |
| Degree Program: | Master's Degree Programs > Master's Degree Program in Management, English language (LM-77) |
| Chair: | Luxury management |
| Thesis Supervisor: | Festa, Alberto |
| Thesis Co-Supervisor: | Ibarra, Máximo |
| Academic Year: | 2021/2022 |
| Session: | Summer |
| Deposited by: | Alessandro Perfetti |
| Date Deposited: | 15 Nov 2022 15:03 |
| Last Modified: | 15 Nov 2022 15:03 |
| URI: | https://tesi.luiss.it/id/eprint/33879 |
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