Алешина И.В. Поведение потребителей
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» (word-of-mouth) —
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Support) — ,
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C//- (Call Center, ) —
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Manage the Relationship) —
(
CRM).
(cost per action) — , —
( , ,
(CPL), , cost per order),
PS, cost per sale)),
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(cost per thousand, cost per mille) —
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(cost per click) — (
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CPS (cost per sale) — (
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CRM (Customer Relationship Management) —
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CRM, e-CRM —
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CTR (click-through rate) — ()
(
) ()
. — -
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ERP- (Enterprise Resource Planning System) —
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SAP AG (SAP R/3), Oracle, Baan.
PDW- (Product Data Management) —
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PLM (Product Lifecycle Management) —
,
,
— .
, , mySAP PLM,
iBaan PLM, PLM V5/Express (IBM).
SCM (Supply Chain Management) —
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WCMS (Web content management system) --
we, .
(autsourcing) —
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customization) —
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(client) — ,
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(cognitive learning) — ,
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commerce) — , ,
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all-),
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, , (personal selling)
—
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Information System, MIS, ) — ,
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communications) —
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(learning) —
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(organizational buyers) —
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)
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(organizational style) —
,
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(need recognition) —
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,
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(attitude) —
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(sensation) —
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(memory) —
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(personalization) —
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(purchase) —
.
(postpurchase processes) —
;
.
(postpurchase dissonance)
—
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(consumer) — ,
, , .
(consumer motivation) —
,
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(consumer products),
— ,
() .
(consumer decision) —
.
(consumption) — ,
, .
(decision rules) —
.
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