...Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and advocacy websites...
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...Many people all around the world think their poverty or imperfections prevent them from enjoying precious lives on earth. Such insight usually comes from inexperienced, youthful minds. If you allow your mind to be controlled by endless advertisements intended to stimulate desire for certain things you presently don't have, surely you will be one of those cursing the darkness or dipping into empty pockets in frustration. Think about it. What do you really need ? Food, clothing, shelter, family members and/or friends who care. And the mind also longs for knowledge, wisdom, understanding -- in order to become intellectually richer. Each one also needs something to work on. One community I am aware of is filled with complaints. All have cellphones. All have jobs. Yet their focus is on things they want instead on things they should be doing in order to be very productive in their lives. This is a typical group of anxious people. There is a saying that nowadays, it is either you are on top of the problems or the problems are on top of you. The truth is, looking at the situation more intently, the owner of circumstances is usually a root cause of those problems. Let us see the way life should be. One day, we should wake up breathing in fresh hopes, and with precious minutes (time) within which to do the activities that have to be done in order to advance towards a beautiful dream about ourselves. People might ask what should be done. Those who...
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...TOP 40 2011 Edition CRM SOFTWARE VENDORS REVEALED Profiles of the Leading CRM Software Vendors For more information, visit Business-Software.com/CRM CRM Solutions For businesses of all sizes, acquiring, retaining, and supporting customers is more challenging than ever before. Activities that were already complex have become highlycomplicated, multi-faceted workflows and procedures that are difficult to coordinate, track and manage. Marketing teams must plan and develop an increasing number of sophisticated campaigns, and deliver them through multiple mediums. Sales reps must follow-up on hundreds of new leads, while juggling existing sales cycles. Support staff must rapidly resolve a growing volume of customer problems and issues. And, management must oversee customer-facing operations across all departments, and ensure that all client interactions are handled in a responsive and professional manner. Customer relationship management (CRM) systems has emerged as a way for businesses to streamline customer-related processes across functional areas, increase the efficiency and effectiveness of customer transactions at all levels, and optimize service quality at each touch-point. Within the CRM world, there are many types of solutions, each having their own flavor, and each meeting different business needs. What is Enterprise CRM? Enterprise customer relationship management is a family of tightly-integrated applications that span both front- and back-office operations...
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...pa [pic] dissertation REPORT on “COMPARATIVE STUDY OF CONSUMER BEHAVIOUR PREFERANCE TO McDonald, KFC & PIZZA HUT IN NOIDA” Submitted To Submitted By dr. adarsh arora ruchika jain Faculty Guide A3104609016 B.com (H) 2009-2012 AMITY college of commerce and finance AMITY UNIVERSITY UTTAR PRADESH ACKNOWLEDGEMENT “Not a single gram can be breaking the whole vessel”. This is a common saying and it is correct. Any project is not an outcome of a single participation but it is a team work. So, I take a great opportunity to thank those entire people who helped me throughout my project. With deep sense of gratitude, I want to acknowledgment my faculty guide, Dr. ADARSH ARORA, for his valuable guidance and timely suggestion offered to me throughout the course of my project. I take an opportunity to acknowledge our heartiest thanks to department for their valuable guidance and support at all time in fulfilling the requirement for the reasonable work. Last but not least, I also very much thankful to my parents, sister, my seniors, my batch mates and friends especially for their continuous encouragement and moral support in preparing this project. DECLARATION I hereby certify that the project work being presented in this report “COMPARATIVE STUDY OF CONSUMER BEHAVIOUR PREFERANCE TO McDonald,...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...“We make a living by what we get. We make a life by what we give.” -Sir Winston Churchill 62 Amazing Customer Service Tips and Quotes Time tested ideas and suggestions to keep your customers happy and loyal. by Kevin M. Stirtz www.AmazingServiceGuy.com 62 Customer Service Tips & Quotes “Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others The New Era of Customer Service We are in a new era of customer service. In fact, at the risk of sounding cliché, I’d even call it a new paradigm. Because much of what worked in the old days is just not effective any more. Many of the attitudes toward customer service are no longer relevant or useful to people and organizations who want to be successful. The new paradigm of customer service calls for people and their organizations to work together better than ever before. It is embodied in two concepts. They are the fundamental values behind every action and every decision. They are: To Serve and To Connect. As we work with our customers, we need to make sure we are constantly meeting these two standards. We need to serve them and we need to connect with them. think possible.” -Howard Schultz www.AmazingServiceGuy.com Copyright 2013 Kevin M.2Stirtz 2 62 Customer Service Tips & Quotes “Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type...
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...IEEE International Conference on Data Engineering Business Intelligence from Voice of Customer L. Venkata Subramaniam, Tanveer A. Faruquie, Shajith Ikbal, Shantanu Godbole, Mukesh K. Mohania IBM India Research Lab, India {lvsubram,ftanveer,shajmoha,shantanugodbole,mkmukesh}@in.ibm.com Abstract— In this paper, we present a first of a kind system, called Business Intelligence from Voice of Customer (BIVoC), that can: 1) combine unstructured information and structured information in an information intensive enterprise and 2) derive richer business insights from the combined data. Unstructured information, in this paper, refers to Voice of Customer (VoC) obtained from interaction of customer with enterprise namely, conversation with call-center agents, email, and sms. Structured database reflect only those business variables that are static over (a longer window of) time such as, educational qualification, age group, and employment details. In contrast, a combination of unstructured and structured data provide access to business variables that reflect upto date dynamic requirements of the customers and more importantly indicate trends that are difficult to derive from a larger population of customers through any other means. For example, some of the variables reflected in unstructured data are problem/interest in a certain product, expression of dissatisfaction with the business provided, and some unexplored category of people showing certain interest/problem...
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...SINGAPORE Singapore is located at the southern tip of the Malaysian peninsula and just over 100 km north of the equator. It consists of the island of Singapore and about 60 islets within its territorial waters, covering a total land area of 712.4 sq. km. Singapore is situated near the equator and has a typically tropical climate, with abundant rainfall, high and uniform temperatures, and high humidity all year round. Many of its climate variables, such as temperature and relative humidity, do not show large month-to-month variation. However, many variables exhibit prominent diurnal (or daily) variations from hour to hour, indicating the strong influence that solar heating has on the local climate. Singapore is one of the world's leading commercial hubs, with the fourth-biggest financial center and one of the five busiest ports. Singapore has developed rapidly from a third world to a first world country in five decades by prioritizing the twin goals of developing a competitive economy and pursuing environmental sustainability. Both are important in order to attract investors and enhance quality of life. Singapore is resource-constrained, and imports most of its food, water and natural resources. As an island city-state, it has its own share of existing environmental challenges, particularly with air quality levels, in part due to regional transboundary haze. Having developed its industrial base and achieved high economic growth in the last four decades, current...
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...A STUDY OF CAMPUS RECRUITMENT (Term Paper towards partial fulfillment of the assessment in the subject of Human Resource Management) Submitted by: Submitted to: Nikita Gupta Dr. Vedantam Leela Roll Number-- 598 Faculty of Management Semester- IV National Law University, Jodhpur Winter Session (January-May 2010) ACKNOWLEDGMENT ____________________________________________________________ __________________ No work can be perfect without ample guidance. I acknowledge my sincere thanks to Dr. Vedantam Leela, who provided me the opportunity to gain an invaluable knowledge by becoming my project guide. Her dynamic cooperation helped me to excel in this project. I would like to express a deep sense of gratitude and heartiest thanks to the Mrs. Priyanka Agarwal, HR Manager, Inrea Research and the placement-incharge Dr. A.K. Bhatnagar and students of SS Subodh PG College for their help and valuable time they provided me in this project. Cooperation extended by others directly or indirectly for completion of this project is highly acknowledged. Regards! Nikita Gupta (598) TABLE OF CONTENTS ____________________________________________________________ _______________ ACKNOWLEDGMENT ......2 CERTIFICATE ......3 RESEARCH METHODOLOGY ......5 Chapter I: Market Trends of Campus Recruitment ......6 Chapter II: Campus Recruitment: Care and Caution ......12 Chapter III: Introduction to the Company ........
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...The Academy of Economic Studies Marketing strategy of Aura Scarlat Elena Nichifor Ioana Carmen Mechis Ioana Petric Magda Ungureanu TABEL OF CONTENT Introduction …………………………………………………………………..…………….….… 3 1. Situation analysis ………………………………………………………….…………….……4 2.1. Industry analysis …………………………………………….……………….4 2.2. Sales analysis . …………………………………………….…………………5 2.3. Competition analysis ………………………………………………………...6 2.4. SWAT analysis ………………………………………………………............7 2.5. Analysis of marketing strategy …………………………………………….8 2. Marketing strategy . ………………………………………………………..............................9 3.6. Marketing segmentation strategy …………………………………………… 9 3.7. Targeting strategy and position in map ……………………………...……...12 3.8. Product life cycle ……………………………………………………….......14 3. Marketing programs ………………………………………………….…….............................16 3.1. Marketing mix ……………………………………….………………...........16 3.2. Loyalty programs ……………………………………………………….......18 3.3. Customer service and support ………………………………………………20 3.4. Market research ………………………………………………………..........22 3.5. Trust & Credibility ……………………………………………………….....25 4. Implementation plan ………………………………………………………...........................28 4.1. Product design and development . ………………………………………….28 4.2. Marketing and sales ………………………………………………………...29 4.3. Scheduling Gantt ………………………………………….…………….......30 5. Financial information …………………………………………………….…... …………….32 5.1....
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...THESIS FOR THE DEGREE OF DOCTOR OF PHILOSOPHY Six Sigma Management Action research with some contributions to theories and methods PETER CRONEMYR Division of Quality Sciences Department of Technology Management and Economics CHALMERS UNIVERSITY OF TECHNOLOGY Göteborg, Sweden (2007) They wanted me to be respected as A doctor or a lawyer man But I had other plans Gonna be a rock ‘n’ roll singer Gonna be a rock ‘n’ roll star AC/DC - Rock ‘n’ Roll Singer Young/Young/Scott 1975 No matter what Quality will keep on rockin’ The Rock Stars of Quality Debbie Phillips-Donaldson, editor Quality Progress, July 2005 Six Sigma Management Action research with some contributions to theories and methods Peter Cronemyr Copyright © Peter Cronemyr (2007) ISBN 978-91-7385-021-6 Doktorsavhandlingar vid Chalmers tekniska högskola Ny serie nr 2702 ISSN: 0346-718X Published and distributed by: Division of Quality Sciences CHALMERS UNIVERSITY OF TECHNOLOGY S-412 96 Göteborg, Sweden Telephone: +46 (0)31 772 10 00 Printed at: Chalmers Reproservice Göteborg, Sweden Thesis Shortcuts Six Sigma A short introduction Go directly to Chapter 3.1 on page 47 Action Research Methodology Go directly to Chapter 2.2 on page 28 The Author Background and motives Go directly to Chapter 1.2 on page 15 Siemens Industrial Turbomachinery AB The Case Company Go directly to Appendix A, Chapter 2.1 on page A-3 The Conclusions of the Thesis Go directly to Chapter 5 on page 89 ...
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...INTRODUCTION Every company want to earn maximum profit as well as satisfaction of consumer by providing best Quality product, Service, etc. So company produce product with best quality & free of complaints. The main reason to undertake this study is doing “comparative study of four stock broking companies of gandhinagar with reference to SSJ FINANCE”. The other three companies include ANGELBROKING,SWASTIKA INVESTMART & SHAREKHAN. The comparision include SWOT analysis of these four companies & also interms of services,activation charges,amc etc. In present booming situation all people are by one way or by other thinks about the developmental changes that occurred in recent past month in this situation those who are really remains in touch with per second activity are the broker who knows where people are investing they offers outstanding services like SSJ Finance & security pvt ltd ,angel broking etc at less brokerage don’t you thing all these are wonders! Yes, it is because risk management they have in well regulated market economy. One prudent investor can also get a secure investment with his financial planning and well diversified portfolio investment in this report you will realize certain best judgmental, analytical, and risk awarse nature from both risk management and portfolio investment threw equity derivatives. Savings form an important part of the economy of any nation. With the savings invested in various options available to the people...
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...Customer Relationship Management VSF This book is dedicated to my children Emma and Lewis of whom I am enormously proud. Customer Relationship Management Concepts and Technologies Second edition Francis Buttle AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEW YORK • OXFORD PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA First edition 2009 Copyright © 2009, Francis Buttle Published by Elsevier Ltd. All rights reserved. The right of Francis Buttle to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988 No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone ( 44) (0) 1865 843830; fax: ( 44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material. Notice No responsibility is assumed by the publisher for any injury and/or damage...
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...A Direct Threat to the Status Quo An Analysis of the PC Industry and Dell, Inc. I. Personal Computer Industry Summary a. Industry Profile b. Typical Industry Competitive Strategy c. Porter Model Evaluation d. Globalization of the Industry e. Importance of I/T to the Industry II. Dell, Inc. a. Dell Company Profile b. Market and Financial Performance c. Competitive Strategy Statement d. Significance of Information Systems e. Strengths and Weaknesses of Dell, Inc. III. Structured Analysis of Information Systems Use a. Strategic Option Generator b. Roles, Roles and Relationships c. Redefine/Define d. Significance of Telecommunications e. Success Factor Profile IV Final Analysis a. Success of Business Strategy and I/T Use to Date b. Have the Above factors Positioned Dell for the Future? Objective of this paper A thorough analysis of the PC Industry yields a unique look at the most dynamic market arena in the last 25 years. This analysis paper seeks to offer just that: an in depth view of what it takes to succeed in this marketplace. While focusing on the international end-user and corporate markets, important topics such as threats, tactics, and future trends of the core market players will be scrutinized. Further, we offer an in-depth look at how Dell Inc., one of the market’s most successful players, deals with these threats and competition...
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..."Double taxation" refers to the fact that the corporation itself must pay taxes on its net profits, and the stockholders must also pay taxes on the portion of those same profits distributed to them as dividends.Answer T "Knocking on the doors" of businesses an entrepreneur would like to buy—although they are not advertised "for sale"—is a waste time. Answer F ____ percent of small businesses sell on credit.Seventy-seven ____ recognizes any improvement in quality may improve a company’s competitive ability.Return on quality _____ are those things that a business owns which have value.Assets _____ is simply the money owed the firm by customers because they’ve purchased goods or services on credit. Accounts receivable ______ gives owners the security of a sales contract but permits them to stay at the “helm” for several years.The two-step sale ______ is a small number of customers to give you feedback on specific issues in your business—quality, convenience, hours of operation, service, and so on.Focus Group ______ is not a primary goal of a competitive intelligence program: All these are primary goals of a competitive intelligence program ______ is the process of creating and delivering desired goods and services to customers, and involves all of the activities associated with winning and retaining loyal customers. Marketing ______ publishes Annual Statement Studies, showing ratios and other financial data for over 650 different industrial, retail, and wholesale...
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