Components of the System for Management of Customer Capital of Machine-Building Enterprise
Journal Title: Бізнес Інформ - Year 2015, Vol 2, Issue 0
Abstract
Analysis of the scientific literature showed insufficient elaboration of existing approaches to the management of consumer capital of industrial enterprises, which are mainly aimed to separate its components without selecting the strategic and operational levels, taking into account their interrelationship, specifying the management tools, forming of managerial influences not only on the value of relations with customers, but also on the means and conditions for establishing such values, that in the result reduces effectiveness of the management process. The article is aimed at substantiation of components of the system for management of consumer capital of machine-building enterprise. A feature of the formed control system for management of consumer capital of machine-building enterprise is selecting the strategic and operational levels, for each of them relevant tools have been proposed and their relationship has been defined. Operational management of consumer capital of machine-building enterprise within the proposed system of management is being implemented on the basis of the following tools: assessment of means and conditions of formation and development of relationship with consumers; estimation of their results; determining the dependence of the result from conditions of formation and development of the relationships. At the strategic level of management of consumer capital of machine-building enterprise, use of such tools, as strategic benchmarking and matrix analysis have been proposed. Prospects for further research in this area is to form strategies for management of consumer capital of machine-building enterprise and to develop operational managerial measures to implement these strategies.
Authors and Affiliations
Natalia Boyko
Keywords
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