Customer Relationship Management in der Papier- und Zellstoffindustrie

Translated title of the contribution: Customer relationship management in the paper- and pulp-industry

Kathrin Köck

Research output: ThesisMaster's Thesis

218 Downloads (Pure)


The focus of the theoretical part of this master thesis is on Customer Relationship Management. This part consists of four chapters, the first one describes the basics of CRM and the second one includes information on the role of the customer concerning CRM and the importance of customer satisfaction and customer loyalty. The topic of the third chapter is the management of data, including possibilities for data quality optimization and data protection. The last chapter of the theoretical part contains information concerning the technical aspect of CRM Systems. The practical part of the thesis describes a challenge of the Zellstoff Pöls AG. As the production volumes of pulp and paper are rising every year, it is necessary to provide information about the customer in a central system; thereby the efficiency of the process of distribution can be optimized. Based on the analysis of the process of distribution the requirements regarding the future CRM System are defined and represented in a proper structure. The feasibility of implementing all defined requirements through the SAP-System is reviewed in the end of the practical part.
Translated title of the contributionCustomer relationship management in the paper- and pulp-industry
Original languageGerman
  • Zsifkovits, Helmut, Supervisor (internal)
Award date22 Mar 2013
Publication statusPublished - 2013

Bibliographical note

embargoed until 25-01-2018


  • customer relationship management
  • CRM
  • distribution
  • distributionlogistics
  • process optimization

Cite this