Imbunatatirea nivelului de digitalizare in cadrul companiei WORLD CLASS Romania

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Summary 4
Introducere 6
Capitolul 1. Conceptul de digitalizare . 8
1.1. Aparitia conceptului de digitalizare .. 8
1.2. Solutii de digitalizare .. 10
1.3. Digitalizarea in Romania 13
1.4. Digitalizare in domeniul wellness si fitness ... 16
Capitolul 2. Managemetul Relatiei cu Clientii .. 19
2.1. Evolutia de la marketingul traditional la marketingul relational si managementul
relatiilor cu clientii 19
2.2. Niveluri ale Managementului Relatiei cu Clientii .. 21
2.3. Satisfactia clientilor 26
2.4. Evaluarea gradului de satisfactie al clientilor . 27
Capitolul 3. Prezentarea companiei WORLD CLASS ... 31
3.1. Prezentarea companiei 31
3.2. Analiza evolutiei numarului de clienti 34
3.3. Principalii competitori 35
3.4. Identificarea profilului tehnologic al firmei ... 38
3.5. Digitalizarea in cadrul companiei WORLD CLASS .. 39
Capitolul 4. Propuneri de imbunatatire a nivelului de digitalizare in cadrul companiei
WORLD CLASS . 42
4.1. Cercetare privind evaluarea gradului de digitalizare a companiei .. 42
4.2. Imbunatatirea gradului de digitalizare prin rezolvarea poblemei ... 45
4.3. Dezvoltarea aplicatiei .. 47
Concluzii si contributii 51
Anexe 53
Bibliografie ... 60


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Summary
Of the many diverse and fascinating challenges we face today, the most intense and
important is the understanding and shaping of the new technological revolution, which involves
the transformation of humanity. A revolution has begun that fundamentally changes the way we
live, work and interact. By its magnitude, complexity and implications, the fourth industrial
revolution is different from any humanity has experienced before.
The term "wellness" brings together all those aspects that induce an optimal physical,
mental and social state, and it is understandable that, being human, no trend can impose on us
how to live our lives. But they can help us discover ways to simplify our lives, re-prioritize our
goals, and improve our lifestyles so that we can move one step further toward the "good."
We chose this topic because, according to studies, both at European and global level, our
country ranks among the leading countries in terms of digitalization. Thus, in order to be able to
join developed countries, we must understand that digitalisation has become an essential element
for the structure of society. In recent years, we have seen the digital transformation in various
forms, in all areas and sectors, including the field of wellness & fitness.
This paper is divided into four chapters: the first two comprising theoretical aspects of
digitalization and customer relationship management, the last chapters representing the practical
part of the project, as well as some conclusions and contributions.
The first chapter presents theoretical notions about digitalization and its importance in
terms of developing a company. It also presents the situation of digitalization in our country, but
also what digitalization means in the field of wellness & fitness.
The second chapter brings us to the term CRM (Customer Relationship Management),
known in Romanian as Customer Relationship Management. CRM is a set of strategies, policies
and technologies designed to attract, retain and retain customers. Another extremely important
aspect presented in this chapter is customer satisfaction.
In the third chapter is presented the company, which is the subject of the case study,
WORLD CLASS. This is the dominant player on the Romanian health & fitness market, with 41
active clubs, three more clubs to be opened in 2020 and over 65,000 members.
Chapter four brings to the fore the proposals to improve the level of digitalization within
the company. The choice of the digital solution that will contribute to the improvement of the
current level being made following a research. Thus, it will be decided to develop an application
that will give members the opportunity to provide feedback.
Among the advantages of this application are: access to truthful information, preventing
negative publicity from the competitive side, benchmarks and subtle knowledge, the sense of
importance induced by the customer, measuring customer satisfaction.
Introducere
Dintre numeroasele provocari diverse si fascinante cu care ne confruntam astazi, cea mai
intensa si mai importanta este intelegerea si modelarea noii revolutii tehnologice, care implica
transformarea omenirii. A inceput o revolutie care schimba fundamental modul in care traim,
lucram si interactionam. Prin amploarea, complexitatea si implicatiile sale, a patra revolutie
industriala este diferita de orice omenirea a experimentat inainte.
Termenul ,,wellness" reuneste toate acele aspecte care ne induc o stare fizica, mentala si
sociala optima, si e de inteles faptul ca, oameni fiind, nicio tendinta nu ne poate impune cum sa
ne traim viata. Dar ne pot ajuta sa descoperim cai prin care sa ne simplificam existenta, sa ne
reprioritizam scopurile si sa ne imbunatatim stilul de viata astfel incat sa avansam inca un nivel
catre ,,bine".
Am ales aceasta tema deoarece, conform studiilor realizate, atat la nivel european, cat si
la nivel global, tara noastra se claseaza intre statele codase in ceea ce priveste digitalizarea.
Astfel, pentru a ne putea alatura tarilor dezvoltate trebuie sa intelegem faptul ca digitalizarea a
devenit un element esential pentru structura societatii. In ultimii ani, am putut observa
transformarea digitala in diferite forme, in toate domeniile si sectoarele, printre care aflandu-se si
domeniul ce vizeaza partea de wellness & fitness.
Prezenta lucrare este impartita in patru capitole: primele doua cuprinzand aspecte
teoretice privind digitalizarea si managemetul relatiei cu clientii, ultimele capitole reprezentand
partea practica a proiectului, cat si o parte de concluzii si contributii.
Primul capitol prezinta notiuni teoretice privind digitalizarea si importanta ei in ceea ce
priveste dezvoltarea unei companii. De asemenea, este prezentata situatia digitalizarii la nivelul
tarii noastre, dar si ce inseamna digitalizarea in domeniul wellness & fitness.
Cel de-al doilea capitol ne aduce in vedere termenul de CRM (Customer Relationship
Management), cunoscut in limba romana ca Managemetul Relatiei cu Clientii. CRM reprezinta
un set de strategii, politici si tehnologii destinate atragerii, retinerii si fidelizarii clientilor. Un alt
aspect extrem de important prezentat in cadrul acestui capitol il reprezinta satisfactia clientilor.
In cadrul celui de-al treilea capitol este prezentata compania, ce face obiectul studiului
de caz, WORLD CLASS. Aceasta fiind jucatorul dominant pe piata romaneasca de health &
fitness, cu 41 de cluburi active, alte trei cluburi care urmeaza sa fie deschise in 2020 si peste
65.000 de membri.
Capitolul patru aduce in prim-plan propunerile de imbunatatire a nivelului de digitalizare
din cadrul companiei. Alegerea solutiei digitale ce va contribui la imbunatatirea nivelului actual
realizandu-se in urma unei cercetari. Astfel, se va opta pentru dezvoltarea unei aplicatii care sa
ofere membrilor posibiliatea de a oferii feedback.
Printre avantajele acestei aplicatii se numara: accesul la informatii veridice, impiedicarea
publicitatii negative din partea competitiei, benchmark-uri si cunostinte subtile, sentimentul de
importanta indus clientului, masurarea satisfactiei clientilor.


Fisiere in arhiva (139):

  • FITNESS_APP-master
    • .DS_Store
    • .editorconfig
    • .eslintrc
    • .gitignore
    • .prettierignore
    • .prettierrc
    • .vscode
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      • extensions.json
    • apps
      • .gitkeep
      • app-client
        • .browserslistrc
        • .eslintrc
        • jest.config.js
        • src
          • app
            • app.scss
            • app.spec.tsx
            • app.tsx
            • logo.svg
            • star.svg
          • assets
            • .gitkeep
            • aqua.jpg
            • bosu.jpg
            • ccore.jpg
            • circuittraining.jpg
            • cxwork.jpg
            • gritstrength.jpg
            • kickboxing.jpg
            • login-background.jpg
            • metabolicworkout.jpg
            • yoga.jpg
          • environments
            • environment.prod.ts
            • environment.ts
          • favicon.ico
          • index.html
          • main.tsx
          • polyfills.ts
          • styles.scss
        • tsconfig.app.json
        • tsconfig.json
        • tsconfig.spec.json
      • app-server
        • .eslintrc
        • jest.config.js
        • src
          • app
            • .gitkeep
            • app.controller.spec.ts
            • app.controller.ts
            • app.module.ts
            • app.service.spec.ts
            • app.service.ts
          • assets
            • .gitkeep
            • comunication.js
          • environments
            • environment.prod.ts
            • environment.ts
          • main.ts
        • tsconfig.app.json
        • tsconfig.json
        • tsconfig.spec.json
      • web-editor-client-e2e
        • .eslintrc
        • cypress.json
        • src
          • fixtures
            • example.json
          • integration
            • app.spec.ts
          • plugins
            • index.js
          • support
            • app.po.ts
            • commands.ts
            • index.ts
        • tsconfig.e2e.json
        • tsconfig.json
    • dist
      • apps
        • web-editor-server
          • main.js
          • main.js.map
    • jest.config.js
    • libs
      • .gitkeep
      • fclass-crud
        • jest.config.js
        • README.md
        • src
          • index.ts
          • lib
            • fclass-crud.controller.spec.ts
            • fclass-crud.controller.ts
            • fclass-crud.model.ts
            • fclass-crud.module.ts
            • fclass-crud.service.spec.ts
            • fclass-crud.service.ts
        • tsconfig.json
        • tsconfig.lib.json
        • tsconfig.spec.json
        • tslint.json
      • landing-page
        • .eslintrc
        • jest.config.js
        • README.md
        • src
          • index.ts
          • lib
            • landing-page.scss
            • landing-page.spec.tsx
            • landing-page.tsx
            • login-modal
              • login-modal.scss
              • login-modal.spec.tsx
              • login-modal.tsx
            • signup-modal
              • signup-modal.scss
              • signup-modal.spec.tsx
              • signup-modal.tsx
        • tsconfig.json
        • tsconfig.lib.json
        • tsconfig.spec.json
      • main-page
        • .eslintrc
        • jest.config.js
        • README.md
        • src
          • index.ts
          • lib
            • card
              • card.scss
              • card.spec.tsx
              • FClass.tsx
            • class-modal
              • class-modal.scss
              • class-modal.spec.tsx
              • class-modal.tsx
            • class-nav
              • class-nav.scss
              • class-nav.spec.tsx
              • class-nav.tsx
            • main-page.scss
            • main-page.spec.tsx
            • main-page.tsx
        • tsconfig.json
        • tsconfig.lib.json
        • tsconfig.spec.json
      • server-auth
        • jest.config.js
        • README.md
        • src
          • index.ts
          • lib
            • server-auth.controller.spec.ts
            • server-auth.controller.ts
            • server-auth.model.ts
            • server-auth.module.ts
            • server-auth.service.spec.ts
            • server-auth.service.ts
        • tsconfig.json
        • tsconfig.lib.json
        • tsconfig.spec.json
        • tslint.json
    • nx.json
    • package.json
    • README.md
    • tools
      • schematics
        • .gitkeep
      • tsconfig.tools.json
    • tsconfig.json
    • tslint.json
    • workspace.json
    • yarn.lock
  • Imbunatatirea nivelului de digitalizare in cadrul companiei WORLD CLASS Romania.pdf
  • Imbunatatirea nivelului de digitalizare in cadrul companiei WORLD CLASS Romania.pptx

Imagini din aceasta licenta Cum descarc?

Bibliografie

Surse bibliografice din carti
[1] Antony, Jiju; Preece, David (2002). Understanding, Managing, and Implementing Quality
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Surse bibliografice din reviste
[7] Balan Carmen -  Revista de Marketing Online, Vol 1, nr.3, pag 9.
[8] Customer think guide to real CRM putting customers at the heart of your business profitably.
January 2003. Editat de Customerthink Corporation 2003
[9] Evans, J.R., Lindsay, W.M. (2005). The Management and Control of Quality. Sixth Edition.
SouthWestern, Thomson. Mason, Ohio
[10] Kondo, Y. (1998), "Hoshin kanri - a participative way of quality management in Japan",
The TQM Magazine, Vol. 10 No. 6, pp. 425-431
[11] Kotler, P., (1992), ,,It's time for total marketing", Business Week Advance Executive Brief
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,,ECONOMICA", Nr.1(65), pp. 88-96
61
[13] Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multi-item scale
for measuring consumer perceptions of the service quality", Journal of Retailing, Vol. 64, No. 1,
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[14] Paunescu, C. (2006), Model de Evaluare a Satisfactiei Clientilor pentru Intreprinderile Mici
si Mijlocii, Economic Interferences, Iunie, No.20, pp. 112-118;
[15] Reichheld, F. si Sasser, W.E. Jr., (1990), ,,Zero defections: quality comes to services",
Harvard Business Review, September/October, pp. 105-111;
[16] Reinartz, W. si Kumar, V., (2002), ,,The Mismanagement of Customer
Loyalty", Harvard Business Review, July.
[17] Schwab, K. (2016a). The Fourth Industrial Revolution. World Economic Forum, p. 11
...


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