Ass2 Internet Marketing Tieng Anh

Ass2 Internet Marketing Tieng Anh - Contents Introduce...

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Contents Introduce About FPT University: .......................................................................... 2 Task 3.1: Conduct secondary market research to evaluate the e-CRM system of your company and your competitors ................................................................. 3 Task 3.2: Design an online survey with your customers to understand their expectation and identify the effectiveness of the current e-CRM system of your e-Shop ....................................................................................................................... 3 Task 3.3: Demonstrate the use of electronic customer relationship marketing in better developing and managing customer relationship and loyalty ............ 14
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Introduce About FPT University: - On 08/09/2006, the Government had decided to No. 208/2006 / QD-TTg officially granted permission to establish FPT Private University. FPT University's mission is building the model of a new generation of universities, with modern educational philosophy, associated training with practical life and human needs of the country, contributing to bring Vietnam's education vision advanced countries in the world. - The difference of FPT University compared to other universities is training in the form of affiliate programs with International University of Greenwich. University of Greenwich was built in 1890, with nearly 120 years of history. The university consists of three campuses in London and numerous affiliates and affiliate programs in many countries worldwide, including the FPT University, Vietnam. Our students are learning and practice in an environment of modern facilities with expert trainers and experienced. Thus they have the opportunity to develop both professionally qualified and practical experienced. Definition of E-CRM - Electronic customer relationship management (e-CRM) involves the integration of Web channels into the overall enterprise CRM strategy with the goal of driving consistency within all channels relative to sales, customer service and support (CSS) and marketing initiatives. It can support a seamless customer experience and maximize customer satisfaction, customer loyalty and revenue. Statement of problem: - To survive and grow in the competitive education environment and worldwide as today, the universities must capture the factors affecting the quality of training as well as the satisfaction of the students. From there, can draw out the right solutions to further enhance the training quality and customer satisfaction is the students. It is also the goal of the research project: "Survey Of Student Satisfaction Level At FAI University".
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Task 3.1: Conduct secondary market research to evaluate the e-CRM system of your company and your competitors Definition of SERVQUAL Model: - SERVQUAL is a model used to manage quality of service, is Zeithaml, Parasuraman & Berry developed in the mid-1980s to measure the quality of service segment. After several adjustments, 1988 Parasuraman has introduced SERVQUAL. SERVQUAL include five elements: reliability, assurance, tangibles, empathy and responsiveness and is therefore abbreviated to as RATER.
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