Zugl.: Dresden, Techn. Univ., Diss., 2009

Thesis--Berlin.

Thesis--Berlin. / Cover title. Vita. Includes bibliographies.

Univ., Diss.--Hamburg, 2000.

Thesis--Köln. / Vita. Includes bibliographical references (p. 81-83).

Inaug.--diss.--Strassburg. / Lebenslauf. "Literatur-angabe": p. 9-10.

Thesis--Bonn. / Includes bibliographical references (p. 192-202).

Diss.--Göttingen--Université, 1995. / Bibliogr. p. 545-560. Index.

Thesis (MBA)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: This research report, "Feasibility study of a customer relationship management system in a traditional German mid size trading company", presents both a theoretical and practical overview of customer relationship management. The research methodologies used are described in the introductory chapter. The theoretical part of the report covers relevant customer relationship management theory, and defines and explains the principles of customer relationship management, including the objectives and the strategic intention ofthis approach. Furthermore, the building blocks of customer relationship management systems are explained in detail. In the latter part of the section on theory, managerial aspects like effectiveness, efficiency and the measurability of success with customer relationship systems are discussed. The theory part of this research project concludes with a chapter on the success factors of customer relationship management, describing important aspects of the integration of such a system. The practical part of this research project was conducted in co-operation with the chemical company Lehmann & Voss & Co in Hamburg, Germany. The company was able to provide a division that is interested in the management approach to customer relationship management. They were interested in establishing whether this management approach could be used to their advantage in business. The cooperation with this particular division is regarded as a pilotproject for customer relationship management by the company management. The practical part of this research report begins with general information about the company. Corporate culture, as well as the different aspects of the business, is described. This is followed by information about the division involved in this research project. Business processes, customer base and business performance are covered. In addition, a requirement profile for the division's customer relationship management has been created. This requirement profile is followed by a discussion of the systemic environment in which the company operates. Finally, a conclusion with recommendations for the company situation concerning customer relationship management has been established. / AFRIKAANSE OPSOMMING: Hierdie navorsing verslag met die titel "Feasibility study of a customer relationship management system in a traditional German mid size trading company" dek die teoretiese en praktiese deel ten opsigte van kliëntverhoudingsbestuur. Die navorsingsmetodiek word beskryf in die hoofstuk "Research Methodology". Die teoretiese deel dek die teorie van kliëntverhoudingsbestuur ten opsigte van alle belangrike aspekte van hierdie spesifieke bestuursbenadering. Dit verduidelik die definisie en die beginsels van kliëntverhoudingsbestuur insluitend die objektiewe en strategiese doel van die benadering. Verder meer, word die boublokke van 'n kliëntverhoudingsbestuurstelsel breedvoerig bespreek. In die laasgenoemde deel word die teoretiese bestuursaspekte, soos byvoorbeeld effektiewiteit, doeltreffenheid, en vergelyking van sukses met die kliëntverhoudingsbestuurstelsel bespreek. Die teoretiese deel van hierdie navorsingsprojek eindig met 'n hoofstuk oor die suksesfaktore van kliëntverhoudingsbestuur. Dit is 'n beskrywing van kritiese belangrike aspekte van die integrasie van so 'n stelsel. Die praktiese deel van hierdie navorsingsprojek is vasgestel in samewerking met die chemiese firma Lehmann & Voss & Co in Hamburg, Duitsland. Die firma was in staat om 'n afdeling wat belang het in bestuurs- en kliëntebenadering, beskikbaar te stel. Die belangrikheid is om die vraag te beantwoord of hierdie bestuursbenadering tot voordeel van die firma gebruik kan word. Die samewerking met hierdie besondere afdeling word beskou as 'n proef-projek vir kliëntverhoudingsbestuur . Die praktiese deel begin met algemene inligting ten opsigte van die firma. Korporatiewe kulture, sowel as verskeie aspekte van die besigheid, word beskryf. Die algemene inligting omtrent die firma word gevolg met inligting omtrent die betrokke afdeling wat saamwerk. Besigheidsprosedures, kliëntbasisse en besigheidsprosedure is gedek. Verder meer, is ook 'n studie uitgevoer om 'n behoefteprofiel op te stel vir kliëntverhoudingsbestuur in die spesifieke afdeling van die firma. Die profiel word opgevolg met 'n bespreking van die sistimatiese omgewing waarin die firm bedryf word. Ten slotte is 'n konklusie bereik met voorstelle vir die firma se spesifieke situasie ten opsigte van kliënteverhoudings.

This study arose out of what I saw as a gap in the criticism of Patrick White's fiction in which satire and its related subversive forms are largely overlooked. It consequently reads five of White's post-1948 novels from the standpoint of satire. It discusses the history and various theories of satire to develop an analytic framework appropriate to his satire and it conducts a comprehensive review of the critical literature to account for the development of the dominant orthodox religious approach to his fiction. It compares aspects of White's satire to aspects of the satire produced by some of the notable exemplars of the English and American traditions and it takes issue with a number of the readings produced by the religious and other established approaches to White's fiction. I initially establish White as a satirist by elaborating the social satire that emerges incidentally in The Tree of Man and rather more episodically in Voss. I investigate White's sources for Voss to shed light on the extent of his engagement with history, on his commitment to historical accuracy, and on the extent to which this is a serious high-minded historical work in which he seeks to teach us more about our selves, particularly about our history and identity. The way White expands his satire in Voss given that it is an eminently historical novel is instructive in terms of his purposes. I illustrate White's burgeoning use of satire by elaborating the extended and sometimes extravagant satire that he develops in Riders in the Chariot, by investigating the turn inwards upon his own creative activity that occurs when he experiments with a variant subversive form, satire by parody, in The Eye of the Storm, and by examining his use of the devices, tropes, and strategies of post-modem grotesque satire in The Twyborn Affair. My reading of White's novels from the standpoint of satire enables me to identify an important development within his oeuvre that involves a shift away from the symbolic realism of The Aunt's Story (1948) and the two novels that precede it to a mode of writing that is initially historical in The Tree of Man and Voss but which becomes increasingly satirical as White expands his satire and experiments with such related forms as burlesque, parody, parodic satire, and grotesque satire in his subsequent novels. I thus chart a change in the nature of his satire that reflects a dramatic movement away from the ontological concerns of modernism to the epistemological concerns of post-modernism. Consequent upon this, I pinpoint the changes in the philosophy that his satire bears as its ultimate meaning. I examine the links between the five novels and White's own period to establish the socio-historical referentiality of his satire. I argue that because his engagement with Australian history, society, and culture, is ongoing and thorough, then these five novels together comprise a subjective history of the period, serving to complement our knowledge in these areas. This study demonstrates that White's writing, because of the ongoing development of his satire, is never static but ever-changing. He is not simply or exclusively a religious or otherwise metaphysical novelist, or a symbolist-allegorist, or a psychological realist, or any other kind of generic writer. Finally, I demonstrate that White exceeds the categories that his critics have tried to impose upon him.