...IMPLEMENTING A CUSTOMER RELATIONSHIP IMPLEMENTING A CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN AN EMERGING MARKET Adele Berndt, Frikkie Herbst, and Lindie Roux1 ABSTRACT Retail financial services in all markets, including emerging markets, are undergoing major transformation, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management, in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The implementation of a one-to-one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the implementation of CRM as proposed by Peppers, Rogers and Dorf (1999b) are examined and the effect on customer service in an emerging market is investigated. The findings indicate that there are positive associations with these steps and customer service. INTRODUCTION Changes in customer expectations can be identified throughout the world. Customer relationship management (CRM) strategies have become increasingly important worldwide due to these changes in expectations from customers as well as changes in the nature of markets. Changes have been noted across the world, but opportunities present themselves in South Africa and other developing countries for CRM strategies. Customer Relationship Management (CRM) is a managerial philosophy that seeks to build long term relationships with customers. CRM can be defined as...
Words: 3911 - Pages: 16
...------------------------------------------------- Customer Relationship Marketing ------------------------------------------------- Customer Relationship Marketing The Importance Of CRM in Business-to-Business Practices The Importance Of CRM in Business-to-Business Practices Contents 1. Introduction 2 2. The Importance of Customer Relationship Marketing 3 2.1 Business Buyer Characteristics 4 2.2 Collaborative Relationships 5 3. Customer Relationship Marketing Strategies 6 3.1 Acquiring the right Customers 6 3.2 Crafting the right value proposition 7 3.3 Instituting the best process 8 3.4 Motivating employees 8 3.5 Learning to retain customers 9 4. Conclusion 9 5. Reference List 10 1. Introduction According to Gordon, customer relationship marketing is defined as ‘…the on-going process of identifying and creating new value with individual customers and then sharing the benefits from this over a lifetime of association’ (Weinstein, 1999). It is very important to note the evolution of Customer Relationship Marketing in the business world. Communicating a generic message to a large group of people was the norm in the past (Belch and Belch, 2007). This proved to be a very expensive method to keep as this non-specific message did not serve well to understand and deliver each and every one of the individual needs of the customer (Belch and Belch, 2007). The 1980’s saw the advent of database marketing which was the first stage in the journey to efficient Customer Relationship Marketing...
Words: 3273 - Pages: 14
...merger between Bokomo and Sasko, the group trebled in size. The excellent growth and performance of the organisation over the years after the merger had ensured a variety of household brands across almost every food and beverage product segment. Being listed on the Johannesburg Stock Exchange (JSE) was the obvious thing to do, given the potential advantages (the provision of a larger shareholder base). Pioneer Foods, one of the most significant players in Southern Africa’s food and beverage industries listed on the JSE on 22 April 2008. Today the business operates through its four main divisions. Sasko manufactures a range of affordable grain-based staple foods, including maize, rice, beans and lentil products. Bokomo produces some of South Africa’s best known bnreakfast cereals. The Agri business which produces poultry and animal feeds. The Ceres Beverage company which is one of the largest producers of fruit juices, soft drinks (ie. Pepsi). Pioneer Foods also have international joint ventures with the likes of Heinz Foods from the USA and, Bowman Ingredients from the UK. Organisational Structure Diagram Strategy Pioneer Foods operates within a competitive industry. As a result their product mix is well diversified, with the majority of their brands being either number one or two in their respective categories. Their strategy is based on growth, which they have ensured over the years with...
Words: 812 - Pages: 4
...Technical Project and Business Management Master of Science Degree Crucial Factors in Customer Relationship Management A Chinese Perspective of the Telecommunication Industry Dissertation in TPA, 15 ECTS Authors: Song Yan 880514-T168 Wei Bin 850809-T454 Supervisor: Joakim Tell Examiner: Bernd Hofmaier Acknowledgement Thank all persons who have contributed to our dissertation. Without you, we would not have reached the achievement. With the support and encouragement from Joakim Tell, our supervisor, we got a lot useful guidance when there were confusions. With useful advice from Henrik Floren and Bernd Hofmaier, we kept improving our dissertation in a professional way. With the positive feedback from the other group members, we managed to make the thesis easier to understand. We would also like to thank Halmstad University which has given us a good environment and the opportunity to undertake the dissertation in which we are interested. Also, many thanks to Company A which provided a large amount of information which forms the empirical data. Finally, we want to thank our families and friends. You gave us all support both emotionally and financially during the one year study, especially in the last five months for our dissertation. Halmstad August, 2011 I Abstract Customer Relationship Management (CRM) which focuses on the relationship with customers has become more and more important in business management. CRM is a managerial system based...
Words: 19605 - Pages: 79
...International Journal of Arts and Commerce Vol. 2 No. 11 December, 2013 EFFECTS OF STRATEGIC MANAGEMENT DRIVERS ON ORGANIZATIONAL PERFORMANCE: A SURVEY OF THE HOTEL INDUSTRY IN KENYAN COAST Uzel Jean Mzera Mutindi 1 PhD Candidate at JKUAT, MSA CBD, Kenya. Contact: jeanmzera@yahoo.com Prof. G.S. Namusonge, PhD 2 Full Professor, EPD JKUAT, Kenya. Contact: gsnamusonge@yahoo.co.uk Dr. J. Obwogi, PhD 3 Technical University of Mombasa, Kenya. Contact: Josephobwogi@yahoo.com ABSTRACT This study seeks to examine the effects of Strategic Management drivers on the performance of classified hotels in Kenyan Coast. The specific objectives are the effects of: customer relationship management strategy, strategic planning, competitive positioning, information communication Technology and organizational learning on the performance of the hotel industry in Kenyan Coast. The study seeks to determine the conceptualized Strategic Management Drivers’ influence on the performance of hotels in Kenyan Coast. The study will adopt a mixed research design which will be both quantitative and qualitative. The target population of the study will be 180 managers of classified hotels in Kenya’s Coast. The sampling technique to be used will be stratified random sampling. Secondary and primary data will be collected using a self administered questionnaire. The questionnaire will be piloted in order to check for validity and reliability. Questionnaires will be administered through...
Words: 11117 - Pages: 45
...having embarked in the airlines industry since 2001 as a low cost carrier and with its strategic planning had determined and maintained the airlines profitability and good relationship with the customers, which is the main reason behind their success. Mission Simple, Honest, Great Fun and Inspirational being The Mission of Kulula.com has contributed to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride and company spirit. (Source : Jowell (2002); VOL 1 NO1|emerald emerging markets case studies|pg 19) Strategy Marketing strategies developed by Kulula.com has developed product differentiation and this creation has intimated a good relationship with the customers and has led to quality service at affordable price. Policies The policies of Kulula.com were formulated, keeping in mind to attain customer loyalty of present and potential customers and has successfully established its image in both the corporate and the commercial world, which has resulted with achieving 10% - 15% of the domestic market share in the aviation industry of South Africa. Philosophy Kulula.com’s committed philosophy of ‘Now anyone can fly in South Africa’ to achieve its goals and objectives and ensure uncompromising standards of safety, comfort, reliability & service to its valued Customer & partners. PESTEL (International, Demographical) Analysis As airline industry is a large and growing industry, “PESTEL Framework Analysis” offers the analysis of...
Words: 4860 - Pages: 20
.... What business and social problems does data center power consumption cause? Data center power consumption economically affects businesses and environmentally affects society. Operating costs for data centers is very expensive. In the article, "Ubiquitous Green Computing Techniques for High Demand Applications in Smart Environments," the total operating costs, concerning electricity, of all data centers within the U.S. alone exceeded 7 billion dollars in 2010 (Ayala, J., Moya, J., Risco-Martín, J., Sanchez, C., Zapater, M. 2012). The article then explains that data centers consumed 61 billion kilowatt-hours in 2006;the Environmental Protection Agency provided this statistic to the US Congress in a report from 2007 (Ayala, J., Moya, J., Risco-Martín, J., Sanchez, C., Zapater, M. 2012). With this amount of energy being consumed by data centers, it is a cause for concern; consequently, data centers have an impact on the cost of business and negatively impact the environment via carbon footprint. As the carbon footprint grows, there is a need to realign the way businesses looks at managing their data centers. Several companies including Cisco, Dell, Google, HP, IBM, and Intel have announced efforts to reduce the environmental footprint of their product offerings (Chang et al., 2012). Large technology companies are starting to understand that being environmentally friendly is good for the wallet and good public relations. Understanding how to manage and build better data centers...
Words: 4296 - Pages: 18
...RESEARCH REPORT by B. Lekay 2973630 We swear that this assignment is our original work. All information obtained directly or indirectly from other sources has been fully acknowledged. All members of the group contributed equally and fairly to the completion of this project. Signed: BJ Le Kay Date: April 2013 |Table of Contents |Page | |1. Introduction | |1.1 Problem definition and background to the problem |2 | |1.2 Scope and limitations of the report |2 | |1.3 The research question |3 | |1.4 A description of the rest of the report |3 | |1.5 Methodology |3 | |2. Findings derived from the Data Analysis | |2.1 Results pertaining to...
Words: 3192 - Pages: 13
...Researched, compiled and published by Woods & Seaton International Automotive Systems Customer Relationships Management - “CRM” May 2009 ★ ★ ★ ★ ★ ESTABLISHED ★ 1973 ★ ★ ★ ★★★ International Automotive Systems - “CRM” - 2009 For the sole, internal use of Aspen Marketing Services, Inc. - Contact: Bill Ewing. Researched, compiled and published by Woods & Seaton page 123 International Automotive Systems Customer Relationships Management - “CRM” May 2009 Copyright Notice All rights reserved. This document is supplied for the sole, internal use of... Aspen Marketing Services, Inc. - Contact: Bill Ewing. No part 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 copyright holder. Any questions from Subscribers to Woods & Seaton Automotive Systems Information about this study should be addressed to Mike Seaton, Automotive Systems & Communications, Wash Hill House, ★ ★ ★ ★ ★ Wooburn Green, ESTABLISHED ★ 1973 ★ Buckinghamshire ★ ★ England, HP10 0JA. ★ ★ ★ Telephone: 44 (0) 1628 525 960 E-Mail address . . . mikeseaton@woods-seaton.com Web Site . . . http://www.woods-seaton.com © Woods & Seaton 2009 Tel. 44 (0)1628 525 960 E-mail: mikeseaton@woods-seaton.com www.woods-seaton.com Subscribers to Woods & Seaton Automotive Systems Information are automatically included on our e-mail Briefings list ...
Words: 65405 - Pages: 262
...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...
Words: 171161 - Pages: 685
...| [Type the document subtitle] | | To: Prof. Jaison From: Babar, Jagmeet, Manjot, Harman, Giridhar, Vamshi, Sheetal | Table of Contents Introduction 3 Customer Perception 5 Process Management 7 Global delivery Network 8 Concentrate 10 Licensing Agreement 12 Bottling Plant 13 Logistics Management 14 Packaging 15 Transportation Modes 17 Reduction in Cost 17 Agile/Adaptability 18 Responsiveness 19 Resilience 21 Sourcing 22 SRM (Supplier Relationship Management) 23 CRM (Customer Relationship management) 23 Distribution Method 24 Reference 25 Introduction The operations of Coca Cola are administered by the distributed management principles across the world and this has been achieved by setting separate management and operational teams in those areas. The supply of Coca Cola to the customers is made possible through company’s own participation and through the strategic partnerships with the bottlers, chemical providers and the delivery facilitators. The company has the tradition of changing the operating structures according to the fluctuations in the market place. The global strength of Coca Cola has been attained by the company through its strategic partners and it is important to note that there 250 bottling partners across the world. This not only facilitates the operational procedures for the company but also minimizes the chances of any weak grip over the supply chain issues. The Coca Cola is not a single managerial perspective or...
Words: 6677 - Pages: 27
...organization wants to offer and the markets it wants to serve | e. | is accurately described by all of these | ____ 2. The first stage of the new-product development process is: a. | screening and concept testing | b. | establishing the new-product strategy | c. | exploring opportunities | d. | developing a business analysis | e. | the building of a prototype | ____ 3. A manufacturer of office furnishings is finding it difficult to compete with cheaper imported merchandise. Which of the following is a potential source of new-product ideas that would allow it to compete more effectively? a. | current retailers who carry the manufacturer's equipment | b. | its foreign competitors | c. | the company's employees | d. | customers who have requested its catalogs | e. | all of these | ____ 4. Which of the following stages of the new-product development process is the first filter in the new-product development process and serves to eliminate new-product ideas that are inconsistent with the organization's new-product strategy or are obviously inappropriate for some other reason? a. | applied diffusion | b. | introductory diffusion | c. | business analysis | d. | test marketing | e. | idea screening | ____ 5. In the _____ stage of new-product development, preliminary demand, cost, sales, and profitability estimates are made. a. |...
Words: 7439 - Pages: 30
...comprehensive operations management report for a new enterprise located in a timber supply chain. My objective is to devise an enterprise that will be able to add value and develop core competencies that enable it to compete successfully with similar enterprises competing in the same market taking into account all ten Operation Management Strategies. The report must be clear and concise and include an executive summary, introduction, body, conclusion, recommendations and references. Due date: 29 April 2014 EXECUTIVE SUMMARY The enterprise will be a dynamic and growing sawmill enterprise; the new company’s strategies are formulated according to my operations plan and this plan involves gaining a good customer base and competitive advantage in the market. My objective is to prepare a report that describes the operations management of this new enterprise in terms of the ten OM strategic decision areas that I have devised. The name I have chosen is KZN Timber Pine and it’s a sawmill facility where logs are cut into board or planks. The process takes place in multiple steps and the planks are prepared using various machines. Logs are stripped of the bark and the wood is cured before being cut into planks. Planks go through a process of drying in a thermally insulated chamber called a Kiln; finally planks are treated in a high pressure vessel. Some OM Decision areas that will be managed well include the following: * Design of goods and services – Pine timber is softwood...
Words: 5841 - Pages: 24
...NDIANG’UI DOROTHY WAIRIMU | THE RELATIONSHIP BETWEEN DIVIDEND GROWTH AND RISK FOR COMPANIES LISTED AT THE NSE | MURIITHI ERIC | THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE PRACTICES AND FINANCIAL AND FINANCIAL PERFORMANCE OF INVESTMENT BANKS IN KENYA | NICHOLAS KIPYEGOMEN CHEPKOIWO | FACTORS AFFECTING THE DEVELOPMENT OF EMERGING CAPITAL MARKETS. THE CASE OF NAIROBI STOCK EXCHANGE | KIPKURUI KIMOSOP | THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE AND FINANCIAL PERFORMANCE OF INSURANCE COMPANIES IN KENYA | OMENDA CHRISTOPHER ODHIAMBO | EFFECT OF STOCK SPLITS ON STOCK LIQUIDITY OF COMPANIES QUOTED AT THE NSE | GEORGE MARTIN NZIVE KASYOKA | THE USE OF STRATEGIC POSITIONING TO ACHIEVE SUSTAINABLE COMPETITIVE ADVANTAGE AT SAFARICOM LIMITED | MUTIE PETER KIOKO | RELATIONSHIP BETWEEN PRIOR PERIOD DIVIDENDS AND FINANCIAL PERFORMANCE OF FIRMS LISTED AT THE NSE | EVANS ODHIAMBO OYIEYO | BALANCE SCORE CARD AS A STRATEGIC MANUFACTURING INDUSTRY IN KENYA | SAMBA STEPHEN MIDEGA | INVESTIGATION OF CAPACITY MANAGEMENT STRATEGIES AND THEIR INFLUENCE ON SERVICE QUALITY: CASE OF NAIROBI SUPERMARKETS. | LUCY MUTHEU KIILU | CAUSES OF INDUSTRIAL DISPUTE IN GARMENT FACTORIES AT THE ATHI RIVER EXPORT PROCESSING ZONES, KENYA | JENIFFER N. MULI | THE RELATIONSHIP BETWEEN HOUSE PRICES AND MORTGAGE CREDIT IN KENYA | LOISE KINYUA WANJIRU | STRATEGIC RESPONSES OF EQUITY BANK TO FRAUD RELATED RISKS | DOMSIANA ANYANGO ONYANGO | THE RELATIONSHIP BETWEEN FINANCIAL PERFORMANCE AND...
Words: 15830 - Pages: 64
...1 VIABILITY OF THE PRODUCT OR SERVICE THAT THE BUSINESS OFFERS IN AN ONLINE ENVIRONMENT Bras My Size will offer intimate apparel online for plus sized women. To sale plus size lingerie online is an increasingly popular sales technique because it is the sale of a product or service, company-to-person, away from a retail location, saturated with sellers. Customers get to choose from numerous items at their leisure without having to ever leave their home. Lingerie is also a very private and intimate purchase so the ability to shop without being judged according to ones size or fetish is a major asset to sell intimate garments online. The company will offer a variety of bras which will include sports bras that range in size of 36DDD (D3) to 52L (D9). They will also offer a variety of styles and colors with special attention to underwire verses soft-cup with cushion straps. Plus sized maternity bras will be offered for the breast feeding mothers. The customer will be able to choose from many name brands, such as Bali, Elomi, Glamorise, Goddess, Hanes, Olga, Playtex, and Vanity Fair. Benefits to company and customer include selling to a direct clientele, the prices of the plus size garments can be kept relatively lower than the leading retailer that sells items from a department store for an up charge that has to cover overhead fees. The targeted market will be plus size women from all over the world who want to feel sexy and beautiful without being judged because of their...
Words: 4302 - Pages: 18
