Impacts of Customer Relationship Management on Development of Corporations

Acknowledgments
Abstract
Contents
List of Figures
List of Tables
1 Introduction
	1.1 Problem Statement
	1.2 Objectives
	1.3 Research Gap and Research Questions
	1.4 Methodical Approach
	1.5 Thesis Structure
2 Literature Review
	2.1 General Observations
	2.2 Distinction of Terms
		2.2.1 Relationship Management
		2.2.2 Relationship Marketing
		2.2.3 Customer Relationship Management (CRM)
		2.2.4 Loyalty Management
	2.3 Customer Relationship Management
		2.3.1 Definition
		2.3.2 Competitive Advantages
		2.3.3 CRM in B2B-Environments
		2.3.4 Implementation of Competitive Strategies
		2.3.5 Requirements for the Implementation of Competitive Strategies
		2.3.6 Conceptual Framework
		2.3.7 Goals of the CRM-Approach
		2.3.8 Industry 4.0 and Social CRM
		2.3.9 Summary
	2.4 CRM-Systems
		2.4.1 Definition
		2.4.2 Objectives
		2.4.3 Components and Functionalities
		2.4.4 Organizational Prerequisites
		2.4.5 Technological Prerequisites
		2.4.6 Instruments and Functionalities of CRM-Systems
		2.4.7 Implementation of CRM-Systems
		2.4.8 Summary
	2.5 Economic Effects of CRM
		2.5.1 Effects on Corporate Success and Firm Performance
		2.5.2 Customer Proximity
		2.5.3 Customer Satisfaction
		2.5.4 Customer Retention
		2.5.5 Effects on Economic Value
		2.5.6 Efficiency Criteria of CRM-Systems
		2.5.7 Summary
	2.6 Acceptance Theory
		2.6.1 Definition
		2.6.2 Dimensions
		2.6.3 Acceptance of Business Information Systems
		2.6.4 Acceptance Models
		2.6.5 Influencing Factors of Acceptance
		2.6.6 Summary
	2.7 Packaging Industry
		2.7.1 Characteristics
		2.7.2 Particularities
		2.7.3 Summary
3 Methodology
	3.1 Objectives
	3.2 Qualitative Research
		3.2.1 Survey Methodology
		3.2.2 Evaluation Methodology
	3.3 Quantitative Research
		3.3.1 Survey Methodology
		3.3.2 Evaluation Methodology
4 Empirical Studies
	4.1 Qualitative Research
		4.1.1 Execution
		4.1.2 Results
	4.2 Quantitative Research
		4.2.1 Execution
		4.2.2 Results
5 Interpretation and Discussion of Results
	5.1 Main category: “requirements”
	5.2 Main category: “benefits”
	5.3 Main category: “profit”
	5.4 Main category: “problem”
	5.5 Main category: “efficiency”
	5.6 Acceptance
6 Summary and Conclusion
7 New Scientific Results and Future Research
	7.1 New Scientific Results
	7.2 Future Research
Biography of the Author
	General Information
	Professional Career
	Education
	Honours
	Bibliography
Information on Supervisor
	Education
	Academic Responsibilities
	Publications
	Academic Honours
Bibliography