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Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Darya Ilina
The Formation of a Balanced Scorecard of Efficiency of Interaction with Clients
Business Informatics
(Master’s programme)
2018
This dissertation was devoted to the study of the problems of choosing target customer segments of the company. The study was conducted for the IT company "Integration Plus". As part of the dissertation, problems were identified related to the lack of clear criteria that determine the value of clients, as well as problems associated with the lack of tools for analytical decision support. In order to solve the identified problems, it was proposed to use a balanced scorecard to form selection criteria, and the structure of the future decision support tool in the process of forming a customer relationship management strategy was defined. The structure of the data warehouse was described, as well as the algorithm of the application, which solves the problem of choosing target client segments. Through the developed approach, an analytical substantiation of the choice of the target client segment in the company was carried out.

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