Using electronic customer relationship management (e-CRM) practices to retain business customers: a French BMW car dealership case study

dc.contributor.advisorBernie, Garyen
dc.contributor.authorVieira Da Silva, Laura
dc.date.accessioned2018-10-30T15:58:03Z
dc.date.available2018-10-30T15:58:03Z
dc.date.issued2018
dc.description.abstractThe emergence of the Internet has conducted to a large amount of possibilities for both businesses and customers since the last years. One of them is related to customer relationship management, which became “e-CRM” by including new electronic solutions. The objective of these new programmes for businesses is to provide adapted and personalised product or services that will satisfy the customer, increase its satisfaction and loyalty towards the company. In this paper, the literature review aimed to set the basis on the different e-crm features and their efficiency depending on the purchase moment. Business people characteristics are developed and finally e-satisfaction is discussed. Then, the primary research part aimed to test and validate or not the different e-CRM features that could be used by a car dealership towards business people by examining their online behaviours and expectations from a car dealer. The results from this study is, for the researcher to show the great contribution that online features could bring to an automobile car dealer in building strong and long term relationship bonds with their business customers. This researcher also contributes to increase general knowledge of business people behaviour and expectations and make recommendations globally to the automobile industry, to the BMW car dealership and Angoulême and finally to marketing practices.en
dc.identifier.citationVieira Da Silva, L. (2018). Using electronic customer relationship management (e-CRM) practices to retain business customers: a French BMW car dealership case study. Masters Thesis, Dublin Business School.en
dc.identifier.urihttps://esource.dbs.ie/handle/10788/3578
dc.language.isoenen
dc.publisherDublin Business Schoolen
dc.rightsItems in Esource are protected by copyright. Previously published items are made available in accordance with the copyright policy of the publisher/copyright holder.en
dc.rights.holderCopyright: The authoren
dc.rights.urihttp://esource.dbs.ie/copyrighten
dc.subjectCustomer relations--Managementen
dc.titleUsing electronic customer relationship management (e-CRM) practices to retain business customers: a French BMW car dealership case studyen
dc.typeThesisen
dc.type.degreelevelMScen
dc.type.degreenameMSc in Marketingen
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