...It’s always good to have customer service in a superstore, but what advantages of this will be positive. They could increase the sales which will prompt other businesses to want their own range of products sold in the store. If there was good customer service, customers would recommend the superstore to their family or friends. The business would be getting more customers, which gives them better rates and more profit. Customers that were satisfied about the customer service will become a repeat customer and come back whenever they need to. Satisfied customers also help create a positive working environment in the superstore. The role of any business is to keep customers happy at any cost because this will reflect the sales. Benefits of an employee: Staffs who deliver good customer service receive their customers’ appreciation and are further motivated to offer good customer service. Promotion will be offered to employees who provide a good service to customers and also some staff members could be given a bonus. Employers can also offer sick child care for those children who have a minor illness such as an earache or stomach ache. When a child has a minor illness parents have to take time off from work as most parents could not imagine not caring for their sick child themselves. Offering sick child care helps to minimize the guilt a parent often feels with having someone else care for their child during these times. The employer could allow additional times for the...
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...Developing Public Relations Lisa Anne Nagel Professor Largaespada BUS300 January 29, 2012 PipeVine Inc. Is a non-profit organization that has been helping other non-profits such as United Way, and agencies such as Chevron, Cisco, AOL, and Yahoo, they were to collect donations in sponsored donation events. Pipe Vine was created in 1993 as a subsidiary of United Way to complete backend paper work and maintain an even flow of collections as well as payouts. Originally called United Nonprofit Operations the name changed when it was spun off to be PipeVine as a separate nonprofit organization with its own independent board members and no longer is affiliated to United Way. PipeVine was created to handle large amounts of money and maintain the incoming payments made by the public and then allocate them to the proper organizations. The Mission of this company is stated as:” to assist the caring power of communities around the world to advance the common good”. In the recent events the PipeVine Inc.’s reputation has been tarnished and now finds itself in defense of recent accusations. PipeVine Inc. was housed in San Francisco, handling more than $100 million a year. Today PipeVine finds them having to explain the loss of funds pay to them. According to the Journal “PipeVine Inc., which handled charitable contributions for United Way campaigns in the Bay Area and around the country, deliberately diverted at least $2 million in donations to keep itself afloat over the past...
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... While this usually means the good and the bad, but in the article, it meant different to me. The article scrutinized two vital sides or aspects of Customer Relationship Management - the customers and the company itself. First, the CUSTOMERS. Maximize the potential of your assets. Figuratively speaking, the most vital asset that lies at the center of every business is their customers. On a short-term basis, customers provide revenues to a company, supplying the blood that keeps it alive and breathing. But thinking on a long-term basis, the growth that a company needs to survive the competition also lies in the customers. Generating revenues is only half of the equation. Establishing customer loyalty and increasing customer base is the more challenging ones. But how does CRM enter the picture? By delving deeper into their customers’ data using techniques such as data mining, companies can identify trends and patterns that indicate key selling scenarios. This may be obtained from basic customer data such as age or gender to more complex ones such as buying behavior of customers, culture, relations or other criteria. From here, marketing will come into the picture. As the article goes, “strategic CRM looks at what client information means and how it can be useful for developing a better business”. By understanding your customers, companies will be able to figure out where they stand and from here, they can ascertain the steps they can do to solidify their position and even expand...
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...open to feedback? What kinds of employee training would help? What would you tell your employees about feedback importance if you were the boss? Organizations can become more open by simply listening to what the customers are saying. Actually paying attention to the complaints and keeping track of what complaints are being made. I can give the example of a Sprint customer service questionnaire for online chat. The questions are very specific, such as “Was the customer representative able to resolve your issue effectively?” (or something to that effect). These questionnaires are targeting customer service specifically. The results of these questionnaires are effective employee training tools. From these results the trainings can be tailored on how to effectively handle certain customers or complaints. Being the boss, it is my job to communicate to the employees the importance of customer service and satisfaction and to learn from both the negative and positive feedback received in order to better ourselves as customer service providers. 2. What are the three important steps needed to recover the potentially lost customer? I would think that empathizing with the customer instead of invalidating his/her concerns would make a tremendous difference in the customers’ tone and feeling about the situation that may have caused him/her to not use your business anymore. After listening and validating the customer’s complaint, it is important to offer a solution (or solutions) to resolve...
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...Kimberly Denton June 10, 2015 Customer Relations and Servicing Training plan of customer-focused listening workshop for CSRs Active attending is the procedure in which absorbed care is salaried to the correspondent. For example, when melody is in the contextual while you are responsibility errands or other errands, you are attractive in inert attending. When you consume headphones happening and are live air guitar or then fully betrothed in the melodic event, you are betrothed in active attending. Effective client relations need active attending at all eras. Customer facility representatives who attend well are greatest effective, since listening assistances them comprehend clienteles and so better help their wants. In this task, you will reflect how CSRs container train themselves to develop better listeners. Real interpersonal message is at the emotion of client service and relatives. You might be acquainted with language with client service legislatures on the phone, or maybe in being. Likely, the achievement of the resolve trusted on the agent's ability to express effectively once supplying facility. An information warehouse delivers a shared location for altogether crucial commercial information, irrespective of the information’s source. The information warehouse supplies information around sales, client favorites, and consequently on. By examining this info, a company container develop an outline, or facility substructure, to make choices about signing, quality organization...
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...Reflective Account Unit 3 Manage & Evaluate Customer Relations The customers that our company supplies goods and services to are the petrochemical, bio-pharm, nuclear, pharmaceutical and oil and gas industries. It is important that we provide these customers with excellent quality, value, continuous improvement and respect and to challenge innovation to create new value for the customer. Teesside Fluid Systems was founded and built with these values and has competed with similar companies with great success, the company has grown over the years and we have continually strived for improvements each day and for greater efficiencies in our operations, allowing us to invest more in our people and operations where others have failed. My role as customer service advisor for this company is to work in a way that helps the organisation meet these values. My first priority is to deal with customers effectively and efficiently and to follow the organisations procedures for dealing with customers, these procedures involve me answering the phone in a prompt and professional manner, respond to faxed and emailed quotations within 2 working hours and copies to be sent to the appropriate sales engineer daily. Daily postal/fax phone orders are processed within 2 hours. The telephone is answered within 3 rings and any orders received before 3pm are sent to the warehouse if all items are ex stock. It is also required that I check the info net at least 5 times per working day for...
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...Customer Relations Management (CRM) Currently Riordan is working to consolidate customer information to provide better value to the customer. The records are currently kept on paper files, microfiche and different databases. Therefore, the firm is working on a more sophisticated CRM (customer relationship management) system. Riordan has a 2 year plan to reach the $50 million revenue mark. In order to reach this goal we have suggested a more organized CRM system. Customer relationship management is a company strategy that is designed to lower costs and increase profits by customer loyalty (CRM.com, Feb. 19, 2010). There are three major elements to a successful CRM initiative: people, process, and the technology (CRM.com, Feb. 19, 2010). Riordan has to select the right technology to work the improvement process, provide the data to employees, and should be easy to operate so the users do not get frustrated. As long as the company’s CRM is the “valve that pumps a company’s life blood” then the customer relationships are the “heart of the business” (CRM.com, Feb. 19, 2010). According to CRM.com: “There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.” Riordan can use CRM to help their businesses use people, processes...
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...What are the ethical issues in relations between business and customers? Nowadays the level of competition between businesses is high because of big quantity of producers of relatively same goods and services. Because of that, companies try to do as much work as it is necessary to somehow differentiate their product from competitors. Their profit is firstly dependent on how much money people are willing to pay for the product or service (based on their income), secondly on the level of customer loyalty and thirdly on the truthfulness of the company itself. To adapt to the high-competitive environment, companies need to build strong customer relationships, it is core component in future successful sales. If people are interested and satisfied with product and service, they will continue to repurchase it and long-term relations can be established. The aim of any company is to save existing customers and attract new ones. To attract new customers company should use any tools that will work. To establish long-term successful and profitable relations, company should definitely conduct its business in ethic way. However, sometimes there are probably situations, when doing wrong things (grey market, absence of customer care, bad/cheap product) may result in much higher income. This view indicates that ethics and profit are inversely related (Bowie 1998). The situation, when stated promotion does not coincide with the reality is rather common and is a good example of unethical...
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...IMPLEMENTATION OF CUSTOMER RELATIONS MANAGEMENT AT ANZ BANK Table of Contents 1.0 Introduction 3 2.0 Company Background 3 3.0 SWOT Analysis 4 4.0 CRM Project Objectives 4 5.0 Selected CRM Suite and Analytical Capabilities 5 6.0 Infrastructure Requirements 10 7.0 Training 11 8.0 Timeline 12 9.0 Budget 14 10.0 Conclusion 14 References 15 Implementation of Customer Relations Management at ANZ Bank Introduction Customer Relations Management (CRM) is the integration of people, processes, and technology to maximise relationships with its customers (Goldenberg, 2003, p.7). It involves a comprehensive approach that provides seamless coordination between all customer-facing functions through technology, which is used to organize, automate, and synchronize sales, marketing, customer service and technical support. The main aim of the CRM initiative is to facilitate the use of technology and human resources to gain valuable insights into the behaviour and value of its customers (Onut et al., 2002, p.3). This is particularly very instrumental in the banking sector (Yao & Khong, 2012, p.151). CRM programs are associated with improved financial performance, customer loyalty and satisfaction. Company Background The Australian and New Zealand Banking Group (ANZ bank) is the third largest bank in Australia and the largest bank in New Zealand in terms of market capitalization. Australian operations...
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...Date: 26 August 2014 Assignment Topic: Customer Relationship Management Student Name : Alicia Yap Siew Kuan Student ID number: 1006453 Introduction Customer Relationship Management is a business organization that aims to understand and anticipate the customer’s needs and wants by using technology to enhance the company business. Customer Relationship Management is a business strategic that continue to build the long term customer and company profit value by targeting and refining customer needs while reducing cost and increasing profit of the company. The article states how does the Singapore Airlines Company successfully gaining market share and sustaining profit in today’s fiercely competitive and economically demanding environment in the airline industry. And also, the following article will stated that how does the Singapore Airline putting their effort in building customer and how they may change or improve their future service to be competitive in the global market of Airline industry. Singapore Airlines Singapore Airlines founded in year 1947, as the Malayan Airways. Singapore Airlines is the global company that providing air transport with the highest quality of service standard. Singapore Airlines is one of the 5-starts rating company in global and local, it is a hub at Chang Airport and it has a strong presence in Asia, which including the Southeast Asia, South Asia, East Aisa and Australia Market. Singapore Airlines is now flies to 62 destinations in...
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...Contents pages Executive Summary 1-2 Overview of Organization. 3-7 Competitive Environment 8 Analysis 9-11 Conclusion 11 References 12 Executive Summary The corporation chosen is McDonald’s and how they successfully used information technologies and implemented information systems to improve their business resulting in organizational transformation, higher productivity, business growth and more effective managerial decision making. Also, Analyse current their business environment, Analyse the business strategies adopted by the organization, Analyse the organization’s competitive environment, Analyse the current IT/IS strategy in the organization, Identify the existing IT/IS solutions/technologies being deployed in the organization...
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...procedural for obtaining the information. Relational Algebra Definition It is a procedure language. It consists of a set of operations that take one or more relations as input and produce a new relation as a result. The fundamental operations of relational algebra are select, project, union, set difference, Cartesian product and rename. Other operations are: Set intersection, natural join, division and assignment. • The basic set of operations for the relational model is known as the relational algebra. These operations enable a user to specify basic retrieval requests. • The result of retrieval is a new relation, which may have been formed from one or more relations. The algebra operations thus produce new relations, which can be further manipulated using operations of the same algebra. • A sequence of relational algebra operations forms a relational algebra expression, whose result will also be a relation that represents the result of a database query (or retrieval request). Keys • Let K ( R where K is a superkey of R if values for K are sufficient to identify a unique tuple of each possible relation r(R) – by “possible r” we mean a relation r that could exist in the enterprise we are modeling. – Example: {customer-name, customer-street} and {customer-name} are both...
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...and features. They are: 1. It helps to minimize data redundancy i.e. there should not be any multivalued attributes. Moreover eliminating the repeating groups. 2. Helps to make database structure flexible. It means it could allow to add new data values and rows in a relation structure without reorganizing the database structure. 3. To make consistency of data throughout the database i.e. it should not suffer from anomalies as given below: a. Insert Anomaly – It occurs due to lack of data i.e. data items are scattered and are not linked to each other properly, then it could lead to strange situations. This kind of anomaly can cause serious damage to the database b. Update Anomaly – It occurs because of data redundancy i.e. same value occurs multiple times in a column. This leads to inefficiency. c. Deletion Anomaly - It leads to the loss of data from rows that are not stored anywhere in the database. This could result in loss of vital data. 4. It is easy to handle complex queries that are required by the users. 5. *On decomposition of a relation into smaller relations with fewer attributes on normalization the resulting relations whenever joined must result in the same relation without any extra rows. The join operations can be performed in any order. This is known as Lossless Join decomposition.* 6. *The smaller and manageable tables obtained on normalization should possess the following properties such as each row must be identified by a unique...
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...A relational database solution or relational databases have helped many companies gain more information about their operations by supporting simple operator queries, answering questions such as "What customer had the largest demand?" of "What customer ordered the largest shipment?" They are built to manage relationships and are ideal for starting contextual or genealogical information about processes. Before I continue I would like to explain what a relational database is and what it is derived from. Databases have been a staple of business computing from the very beginning of the digital era. In fact, the relational database was born in 1970 when E.F. Codd, a researcher at IBM, wrote a paper outlining the process. A database is an application that can store and retrieve data very rapidly. The relational bit refers to how the data is stored in the database and how it is organized. Since then, relational databases have grown in popularity to become the standard. A relational database allows you to easily find specific information. It also allows you to sort based on any field and generate reports that contain only certain fields from each record. Relational databases use tables to store information. With a relational database, you can quickly compare information because of the arrangement of data in columns. The relational database model takes advantage of this uniformity to build completely new tables out of required information from existing tables. In other words, it uses...
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...AC571_relational_database_005-019 Male Page 1 of 5 AC571_relational_database_005 Welcome to this refresher on relational database concepts. Understanding relational database concepts is a key to mastering a key theme, REA modeling. As we progress through this refresher, please pay close attention to the objectives being covered as you see on the screen. The objectives are as follows: problems inherent in the flat file approach to data management that gave rise to the relational database concept, relationships among the defining elements of the relational database environment, stages in database design, entity identification, data modeling, constructing the physical database, and preparing user views, features of distributive databases and issues to consider in deciding on a particular database configuration. These objectives will serve as the foundation for understanding relational database concepts and REA modeling. AC571_relational_database_006 Before we can get into the heart of relational database concepts one must understand the differences between two common database environments, flat file and relational databases. As you know, computer systems process data. This processing involves two key components, data and instructions, or programs. This occurs no matter what database environment you have. In order to process the data you need an interface. Conceptually there are two methods for designing the interface between program instructions and data. File oriented processing...
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