Client Metrics in Client-Oriented Business Management

Student: Kudryavtsev Aleksandr

Educational Programme: Management (Bachelor)

Year of Graduation: 2020

This study analyzes the current practice of applying client metrics to the e-commerce market in Russia using the example of OZON.ru. As the basis of the study, theoretical work on the application of marketing metrics in business was studied and the current customer metrics management system in the company under study was analyzed. Based on the identified features and problems, client metrics portfolios for each type of client were compiled, an organization for building a dashboard layout for a specific business process was carried out, and recommendations were described in the form of a regulatory document

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