...widespread use of the internet. In order for companies to effectively compete, it is essential that they have e-commerce as part of their selling and buying strategy. Companies should also integrate e-commerce with their Customer Relationship Management. There are several e-commerce software systems on the market place. It is imperative in selecting software for a company that the appropriate decision is made for the type of software required to meet the company’s objectives and goals. Sara Lee Corporation has been in existence since 1956, but does not currently use e-commerce as part of its business strategy. In order to make a recommendation to Sara Lee Corporation, a review of the companies selling and buying methods will be done as well as how it compares to other companies who are utilizing e-commerce. Three Online Customer Management Software tools will be evaluated to determine which to recommend to Sara Lee Corporation. The expectation is that Sara Lee will incorporate CRM with e-commerce to better serve their customer base and improve on their bottom line. Sara Lee is a business-to-business company which means they are mostly involved in wholesale. Because of the nature of their business model Sara Lee often have long term relationship with its customers. Combining e-commerce with an effective CRM, Sara Lee Corporation will be able to increase revenue without necessarily increasing its overhead and cost of operation. Having a dynamic e-commerce site will also enable...
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...Sage Hardware would like to expand its current customer base by targeting a specific niche of customers. Sage Hardware will like to target the DIY home maintenance market. These are individuals who are doing a DIY project for the first time. After careful consideration it was proposed that an online store can open another distribution channel by catering to the Home Maintenance Industry especially to the DIY customers not just locally but internationally. Current trends show that the DIY customer is no longer just the male but more and more females are trying their hands at home improvement projects. Another trend points to, that more customers are looking at products made in the USA. Sage Hardware wants to focus mainly on a strategy that can control the cost of expanding at the current location, and at the same time provides a new source of income. The online presence will create awareness of the retail store amongst the local Home Maintenance industry which will eventually increase foot traffic to the retail store as well. The online store will also allow Sage Hardware expand its global presence by allowing international customers to purchase American made products The Benefits of having an online store as a growth strategy for the current retail store are numerous. Some of the few of the benefits associated with an E-commerce site are shown below * The online store will allow Sage Hardware to target various customers not just locally but also internationally which...
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...1.0 :Introduction 1.1 Background of study This research on system use by the Lazada Company which connected good to activities and also customer use. This report was requested by Miss Rahiza Ranom, lecturer of Management Information Technology. It was asked for on 22 May 2015. 1.2 Objective Objective of the report are to depict to overall of e-commerce through the following grounds: 1.1.1 to study the current system used by the Lazada Company 1.1.2 to study critical evaluation on the contribution of information system in Lazada Company 1.1.3 to identify the weakness of the Lazada Company 1.3 Scope This report inpected on e-commerce of Lazada Company can be beneficial to the society especially in Malaysia. 2.0 : Literature Review 2.1 History of Lazada Company Lazada Company in Malaysia is part of Lazada Group which operates business in Southeast Asia’s well-known as an online shopping and selling destination in Vietnam, Singapore, Philippines, Indonesia, Malaysia and Thailand (Lazada.com.my, 2015). Lazada Company is pioneering e-commerce in the region, Lazada Company had provides customers with a graceful shopping experience to access to the largest customers base in Southeast Asia (Lazada.com.my, 2015). This is their website http://www.lazada.com.my/marketplace/ 2.2 Definition of e-commerce E-commerce is an Electronic Commerce. According to the (Molla and S.Linker, 2015) the definition of the e-commerce is conceptualizations covering a plethora of issues...
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...review Club IT’s mission and define a strategy for a competitive advantage using operational effectiveness and customer relations through information technology. The first step is to evaluate Club IT’s mission and clientele. Lisa and Ruben have a mission to provide a fun and high energy club with a wide variety of music as a place for the community to meet. The club shows some success but needs to create an operational strategy to better service its clientele and to increase profits. Club IT has Internet presents providing information about what the club has to offer. Lisa and Ruben agree that they need help with information systems to help the business operate smoother and could provide the customers with a more personalized experience. Club IT has intranet services for the employees and management. The website offers customer information about the venue, retail, and dining. By adding an IT department this will help the company better manage information processing and save time. The second step is to evaluate, which strategy will work best to create a competitive advantage for Club IT. A suggestion is to use an operational strategy to establish a plan for operations and communicating Club IT’s objectives, and goals. Information technology will play an important role in this strategy by organizing data, and information to help management set goals to achieve financial success, and to better...
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...Customer relationship marketing is a new concept to the present business world and has been proven one of the best approaches in customer retention. However, this concept has taken the top place among the business professionals who really wish to establish their product in the market. The present study intended to excavate into this concept and see how really it works specially the impact of customer relationship and finally evaluate the profitable customer relationship. It is expected that a proper explanation of these aims will help build a better understanding in the end. The research objectives defined for this thesis are: 1. To measure and examine significantly the features of relationship marketing installed at Tesco. 2. To investigate the impact of customer relationship marketing on customer retention at Tesco. 3. To explore the concept in marketing especially in retention and acquisition of customers. 4. To investigate the major elements of the relationship marketing which eventually affect the process of customer acquisition and retention. 1.2 Research Questions Research questions are very crucial for conducting a study on a particular field. The research questions which have been selected for this thesis are: 1. What exactly customer relationship marketing really do in the acquisition and retention of customers Tesco? 2. What are the influential aspects of relationship marketing that have an effect on the retention and acquisition of the customers...
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...and analyze data. So, the purpose of an information system is to turn raw data into useful information that can be used for decision making in an organization. Sources: Study.com A hierarchy chart beside shows that there are many different types of information system can be divided into categories based on the where they are used in the hierarchy of an organization. For example, Transaction Processing System for worker used, Management Information Systems for Middle Managers used, Decisions Support Systems for senior managers used and Executive Information System for executive used. There are some general types of information systems. For example, a database management system (DBMS) is a combination of software and data that makes it possible to organize and analyze data. DBMS software is typically not designed to work with a specific organization or a specific type of analysis. Rather, it is a general-purpose information system. Another example is an electronic spreadsheet. This is a tool for basic data analysis based on formulas that define relationships among the data. For example, we can use a spreadsheet to calculate averages for a set of values or to plot the trend of a value over time. In contrast, there are a number of specialized information systems that have been specifically...
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...and Alliance markets. 7 3.4 Recruitment Markets 8 Chapter Four 8 4. Customer relationship. 8 4.1 Loyalty/retention 9 4.2 CRM (Customer relationship management) 12 4.3 The 30 R’s of relationship marketing. (Green-relationship and E-relationship) 13 4.31 Green-relationship (CSR) 13 4.32 E-relationship 15 Chapter Five 15 5. External relationship 15 5.1 Stakeholders 17 5.11 Customers. 17 5.12 Community. 17 Chapter Six 18 6. Internal relationship (Employees). 18 Chapter Seven 20 7.Supply chain （supply chain management） 20 Chapter Eight 21 8. Conclusion and recommendation. 21 Reference GUMMESSON, Evert (2002). Total Relationship Marketing. 2nd ed. Butterworth-Heinemann TESCOPLC. com (2011). Our history. [online]. Last accessed 2011 December 23 at: http://www.tescoplc.com/about-tesco/our-history/ VELOUTSOU, Cleopatra. et al. (2002). Relationship marketing: what if? European Journal of Marketing, 36(4), 433-449. PAYNE, Christopher, and BALLANTYNE (1991). Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Oxford, Butterworth Heinemann. THIS IS STAFFORDSHIRE.COM (2010). Government rejects Tesco plans to expand store. [online]. Last accessed 1 January 2012 at: http://www.thisisstaffordshire.co.uk/Tesco-facelift-plan-scrap-heap/story-12477119-detail/story.html PHILLIPS, Simon (2011). Why retailer Tesco bought a social media company. [online]. Last accessed 1 January 2012 at: http://www.freshnetworks.com/blog...
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...the customer service model used by retail department store, Nordstrom’s, and determine if their approach to customer service is a proven way to mitigate potential conflict. I will answer three case questions presented within the study, analyze the information presented, and draw an independent conclusion based on my review of the case material. Nordstrom’s is an upscale retail department store headquartered in Seattle, Washington (Nelson & Quick, 2013). They operate about 200 stores in roughly 3/5ths of the sates in America (Fowler & Dodes, 2010). The company’s philosophy has remained unchanged for more than 100 years: “offer the customer the best possible service, selection, quality, and value (Anonymous, 2011).” Case Question 1 The first case question asks, “Is Nordstrom’s approach to customer service and customer relationships management an appropriate way to defuse or prevent potential conflict situations (Nelson & Quick, 2013)?” Nordstrom’s has begun utilizing multiple techniques and strategies intended to mitigate conflict and provide exceptional customer service. The first notable tactic used by Nordstrom’s is their customized shopping experience. Based on personal experience and observation, I assess among the chief causes of conflict within a retail setting is, confusing floor plans. Most customers do not want to walk the entire store to find the item(s) they are looking for. Nordstrom’s has circumvented that issue by creating individual customer profiles...
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...4 March, 2013 Renado Prince Student ID: 00239705 MBA, Management & Strategy/E-Business rprinc2@my.wdu.edu QRT2 Mentor: Tony Risner Marketing Plan Renado Prince QRT2 Task 1 Western Governors University A1. Viability of Product or Service XXX Trucking has existed since 1973. It’s most productive year was 1998. This was largely due to its strong reputation as a reliable hauler plus its being a minority business. XXX is a minority owned business which has in the past enabled it to win a bid for a multi-million dollar project which boosted its return on investment far above expected. Since that time (1998), XXX Trucking’s business has declined annually, while its competitors have maintained some level of success. XXX Trucking has very little online presence, while a few of its competitors share more online exposure. XXX Trucking advertises by word of mouth and the Yellow Pages. XXX Trucking has not has not invested any funds towards promoting the company in 15 years. Placing XXX Trucking on the internet is the next logical step in the advancement of the business. Online in the form of a company webpage is the cheapest and most accessible form of promotion for the company. The ability to be found on the World Wide Web by potential customers such as construction businesses, land developers and excavators can only bolster XXX Trucking’s ROI. The service offered by XXX Trucking is localized trucking...
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...BSc (HONS) in Business Information System BIS3012 – Customer Relationship Management Field Research – Customer Relationship Management Tutor: Dr. Lakshimi Narasimhan Chari Date of submission: 9th December 2011 ABSTRACT. Relationship Management is the most strongest and most efficient approach in maintaining relationship with customers. Businesses base on the customers as the famous saying, “Customers are always right” The impact of CRM in the commercial world cannot be undervalued. CRM is first and foremost business strategy that can be effectively executed through the appropriate business process and technology management capabilities the best match to an organization’s customer facing goals. Says Francis Buttle, pg 6, yr 2009. Table of Contents Pages 1. Introduction to Customer Realationship Management (CRM) 1 - 2 2. Business Models of Companies # Alibaba.com 3 # Illyria Geotechnologies 4 # iTunes 4 # Apple.Inc 5 # E-Bay 11 5 # Avon 6 # Inland Revenue Board of Malaysia 6 # Syabas 6 # The Northeast Gang Information System 7 # Proton Sdn Bhd 7 # E-Citizen portal of Singapore 8 # Immigration Department of Malaysia 8 3.Social Media Applications 9 4. CRM Software applications 10 5. CRM Strategies and associated business process 11- 12 6. CRM Best Practices 13 - 14 7. Conclusion 15 8. References 16 – 17 Introduction. According to Judith (2003, pg 41) CRM...
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...come in the form of allowing policyholders the option to make payments on their policy/policies online. In either forms of how Pacific Guardian Life Insurance can engage in e-commerce mentioned above, it can definitely improve business for the company. Company souvenirs like T-shirts, and other logo items, are great for advertising, whether they are received as gifts or purchased. By having this selection available, it could possibly increase the company’s awareness with the general public. Accepting online payments for the company will give customers more options and will meet current market demands of allowing exchange of business to be more convenient and in control of the consumer. A1. Customer Payments Now that online businesses are at an all-time high, there are several options available to businesses to help aid in the transition to accept online payments. There are numerous companies offering merchant services; now in a sense even bundle up products and services needed to begin accepting online payments. I believe for this business, services provided by Verisign would be the best option to proceed with. Verisign is a trusted name in the online community and for consumers, which is the first step before participating in e-commerce. Due to possibilities of fraud, hackers, and online scams, a company must provide sense of security on their website in order for customers to proceed with...
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...rapidly and becoming the hottest club in town. Ruben and Lisa was excited about the turning profit the club has made and agrees to upgrade the club Information System to provide better customer service. The upgrade was a success and Club IT became the hottest-spot in downtown bay area. As the club progresses Ruben and Lisa decides to renovate and conduct an evaluation on the club and their employees. After the evaluation of the club there were three business problem found. Club IT, is an innovative business with a booming nightclub in the downtown bay area with a slogan that reads “We treat our customers like our best friend.” Ruben Keys and Lisa Tejada; mission is to renovate their club to provide better customer service and a night fill with dancing, laughter, and enjoyment. Ruben and Lisa have already upgraded their Information System to help their staff accommodate the clubs patron. Upon completion of the evaluation there were three business problems found that Club IT needs to improve. First problem Club IT needs a web-site to promote and sell the clubs Friday and Saturday night concerts, second the club needs to streamline their ordering process, and the last business problem is Club IT needs to take advantage of the various e-commerce activities. Also most of Club IT customers are net generation or millennial. Millennial generation is stands for generation Y and Net generation is consider to be 80 million people in the United States between the age of...
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...employees which scales seasonally to accommodate their peak selling and servicing season in Spring and Summer. We spent an evening with Dan Sirota who is the 3rd generation co-owner of Brands. His father, Gary Sirota, is still an active owner of the business. We were given a behind the scenes tour of the operation and shown the local inventory management process. We learned that the business has evolved from originally selling luggage, then just bicycles, and then bicycles plus fitness equipment with more recent additions of skateboards, fitness apparel, and bicycle shoes. They currently sell about 7,000 – 8,000 bikes per year. The majority of the volume sold is at the $400 – $700 price point, and their maximum bike price is approximately $3,000. Prior to 2010 they were only selling offline and their volume was approximately 10,000 bikes per year at a lower average price point. Their consumers are comprised of locals in the tri-state area as well as national and global customers online. 2012 was the tipping point in the ratio of online versus offline sales and revenue generation. In 2013 their revenue split was approximately 60% online and 40% offline. Their current business goals and objectives are to grow specific areas of the business. In retail they are looking to increase their volume of bike fittings, which run a healthy $300 per fitting. For sales they are working to...
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...CRM JOE PEPPARD, Cranfield University School of Management, UK Today, many financial services organisations are rushing to become more customer focused. A key component of many initiatives is the implementation of Customer Relationship Management (CRM) software. Our research has highlighted that most institutions take a rather narrow view of CRM and as such, benefits have been limited. While second generation CRM has emerged to embrace the total organisation (hence Enterprise CRM), success in general has still not been widespread. In the paper, a framework is presented which is based on incorporating ebusiness activities, channel management, relationship management and backoffice/front-office integration within a customer centric strategy. © 2000 Elsevier Science Ltd. All rights reserved Once upon a time retailers, banks, insurance companies and car dealers had a close relationship with their customers. They often knew them individually, understood what they wanted, and satisfied their needs through personal customised service. As a result, they earned loyalty and a large share of their customers’ business. This, however, was a costly and inefficient system and customers effectively subsidised this relationship by paying higher prices. Over the years, through mass marketing and increased consumerism customers traded relationships for anonymity, reduced variety and lower prices. Today, through the effective use of information and communications technology, such a tradeoff is now not...
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...------------------------------------------------- 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...
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