...Topic 1: Analysing the external environment Strategy – direction and scope of an organisation over a long term, which achieves the advantage of changing environment through its configuration of resources and competencies with the aim of fulfilling stakeholder expectations. Direction – Mission, vision, and course Scope – broad or narrow strategy Long term – 5-10years Environment – General environment & industry environment Resources – tangible and intangible Capabilities – capacity of organisation to integrate and deploy resources to achieve an obj. Stakeholders – society, suppliers, creditors, shareholders, employees, customers Levels of strategy * Corporate * Business General environment (Macro) – broad collection of factors that directly or indirectly have the potential to influence every firm in ever industry within the economy PESTDG framework * Identify trends * Explain trends * State if opportunity or threat * Explain why is it an opportunity or threat Segment | Trends | Political / Legal | Changes to workplace relations, carbon tax law | Economical | Rising interest rates, GFC, inflation rate, unemployment rate | Socio-cultural | Climate change, increase in casual workers, greater concern for health | Technological | Wireless communications, cloud computing, growth in hand held devices | Demographical | Aging population, growing disparity in income level | Global | Growth in Chinese and Indian economy, free...
Words: 3237 - Pages: 13
...Life: positive steps for senior management teams Article 2 Failure, Survival or Success in a Turbulent Environment: the dynamic capabilities lifecycle Article 3 A New Role Emerges in Downsizing: special envoys Article 4 Only a Click Away? – What makes virtual meetings, emails and outsourcing successful Article 5 Closing the Needs-to-Offer Gap: customer relationship management in retail SMEs Acknowledgements 3 4 6 7 13 20 25 31 38 Copyright Chartered Management Institute © First published 2013 Chartered Management Institute 2 Savoy Court, Strand, London WC2R 0EZ All rights reserved. Except for the quotation of short passages for the purposes of criticism and review, 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 prior permission of the publisher. British Library Cataloguing in Publication Data A CIP catalogue record for this report is available from the British Library ISBN 0-85946-458-x Foreword The way that people in positions of authority exercise leadership and management has a decisive influence on the performance of their own organisations and therefore of the wider economy. It has been estimated that raising aggregate employee engagement from the bottom to the top quartile of performance could add over £20 billion to the UK’s Gross Domestic Product.* We know that such a shift demands the adoption of more effective...
Words: 19997 - Pages: 80
...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
...Intellect, increase interaction capabilities and enhance partnerships. Judge how Volvo Car Corporation integrated the cloud infrastructure into its networks. The capability to jointly utilize the prosperity of data being excavated was important. Volvo gathers terabytes of data from included receptors in their vehicles, from their crm (CRM) techniques, from dealerships, assistance and style techniques and from their production/factory floors. Volvo then, via the cloud, exchanges and records this Big Details to its Volvo Details Manufacturer where it can be saved for Long Term Archival and Recovery or it can be utilized by Volvo’s workers. In 2010, Volvo expanded across eight main sections and 12 assistance areas with production vegetation in 19 countries. The system used to link workers at the sections, assistance and production vegetation together are done via Volvo’s cloud with Software application as a user interface and display. They have worker web sites, as well as provider and source web sites to enhance cooperation. Volvo has a high-performance facilities that includes similar multi-processing, high-speed social media, and fast I/O storage. How Volvo Car Organization Converts Data into Knowledge Volvo transforms this data into information by taking all of these data sources into Volvo’s Details Manufacturer and mixing and examining them to generate all types of valuable information. They even have the capability to obtain early predictive details...
Words: 958 - Pages: 4
... Summary ............................................................................................................................. 3 Acknowledgments ............................................................................................................................... 4 1. Introduction ...................................................................................................................................... 5 2. Business Intelligence in Retail Industry: ................................................................................. 6 3. Combining BI in CRM ...................................................................................................................... 7 3.1 Analytical CRM ............................................................................................................................... 7 4. Case Study .......................................................................................................................................... 9 4.1 Customer Relationship background of NTUC Fairprice...
Words: 6362 - Pages: 26
...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 on technological applications which can help companies to get competitive advantages. In our paper, we focus on the CRM in the Chinese context and our purpose is to identify important factors during the management of customer relationship in China. We have studied one of the largest Chinese Telecom companies. The...
Words: 19605 - Pages: 79
...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...
Words: 3744 - Pages: 15
...E-MARKETING OPPORTUNITIES AND CHALANGES Topic: E-CRM By, Gowthami Budarapu ABSTRACT: Customer Relationship Management (CRM) is a way to identify, acquire, and retain customers - a business' greatest asset. By providing the means to manage and coordinate customer interactions, CRM helps companies maximize the value of every customer interaction and in turn improve corporate performance. E-CRM, or electronic Customer Relationship Management, is an integrated online sales, marketing and service strategy that is used to identify, attracts and retains an organization’s customers. It describes improved and increased communication between an organization and its clients by creating and enhancing customer interaction through innovative technology. E-CRM software provides profiles and histories of each interaction the organization has with its customers, making it an important tool for all small and medium businesses. Internet-based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by developing long-term, secure relationships between the buyers and sellers. Little empirical research has been conducted on the link between customer relationship management and customer loyalty within an Internet, or e-commerce, context. Electronic Customer Relationship Management (ECRM) has become the latest paradigm in the world of Customer Relationship Management. ECRM...
Words: 2470 - Pages: 10
...Introduction to Supply Chain Management Technologies Second Edition Introduction to Supply Chain Management Technologies Second Edition David Frederick Ross CRC Press Taylor & Francis Group 6000 Broken Sound Parkway NW, Suite 300 Boca Raton, FL 33487-2742 © 2011 by Taylor and Francis Group, LLC CRC Press is an imprint of Taylor & Francis Group, an Informa business No claim to original U.S. Government works Printed in the United States of America on acid-free paper 10 9 8 7 6 5 4 3 2 1 International Standard Book Number-13: 978-1-4398-3753-5 (Ebook-PDF) This book contains information obtained from authentic and highly regarded sources. Reasonable efforts have been made to publish reliable data and information, but the author and publisher cannot assume responsibility for the validity of all materials or the consequences of their use. The authors and publishers have attempted to trace the copyright holders of all material reproduced in this publication and apologize to copyright holders if permission to publish in this form has not been obtained. If any copyright material has not been acknowledged please write and let us know so we may rectify in any future reprint. Except as permitted under U.S. Copyright Law, no part of this book may be reprinted, reproduced, transmitted, or utilized in any form by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying, microfilming, and recording, or in any information storage or retrieval...
Words: 158845 - Pages: 636
...CUSTOMER RELATIONSHIP MANAGEMENT AND EBUSINESS John Muiga Wanjiku School of Human Resource Development, Jomo Kenyatta University of Agriculture and Technology, Nairobi, Kenya Email: mjwanjiku@gmail.com, Abstract — These paper looks into customer relationship management which is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty and explores it in context to e- business. It goes ahead to relate social networking revolution and its implication to business both positively and negatively and its impact on electronic Customer Relationship Management. Index Terms - Customer Relationship Management, Electronic-business, Electronic Customer Relationship Management INTRODUCTION The effective management of the customer has become the dominant objective for firms seeking to sustain leadership in their markets and industries. With their expectations set by world class companies and interactive technologies, today’s customers are demanding to be treated as unique individuals and requiring their supply chains to consistently provide high-quality, configurable combinations of products, services, and information that are capable of evolving as their needs change. Companies know that unless they can structure agile infrastructures and supply chains that can guarantee personalization, quick-response delivery, and the ability to provide unique sources of marketplace value their customers will quickly...
Words: 5496 - Pages: 22
...Group 16 Innovation in Product Submission #2 Anant Jain B15131 Ankit Goel B15132 Anshul Jain B15134 2015 1. Introduction Innovation is refinement in a product, process, method, or a part thereof. Innovation has become a buzz-word in recent years, with increasing relevance of ‘innovation-centred business models’, and ‘innovation-led-entrepreneurism’. In fact, the success stories of Industrial America, technological Silicon Valley, American financial market, etc., are tales of constant innovations. ‘Digitization’ has shifted access to knowledge and information from a privilege to convenience: anyone who is willing and able to pay, has an access. Also, sharing of information and flow of payments and tenders through internet has changes businesses like never before. 1.1 What is Product Innovation? Product Innovation can be defined as creating a new product, or making changes in the existing product, or creating a differentiation in terms of utility or features of the product. Light Bulb, telephone, microprocessors, digital displays were great innovation in terms of making of new products, i-pods, cell phone, integrated circuits were innovations in terms of modification in existing products. Not all product innovations are technological breakthroughs- take a safety pin for example. Even candle, fountain pen, and scissors are examples of path-breaking revolution, that didn’t require significant technology, or invention capabilities. On the other...
Words: 6719 - Pages: 27
...common to all successful organizations: the effective creation of relevant business knowledge and the timely dissemination of that knowledge to those members of the organization who need it (Bowman, 2002). Worldwide Chocolate Limited started out as a small chocolate bar manufacturer but knew a rapid expansion in a relatively small period of time. My subsequent report will highlight the fact that only through the implementation of a Knowledge Information System will WCL be able to preserve its core values: maintaining a high quality of product, continuous innovation and good customer service. WCL needs to improve the communication between its various departments, it has to perfect its knowledge on the different sources of supply it uses and it also has to preserve its quick response to customer needs. The linchpin of all these changes is knowledge: WCL will have to leverage knowledge in order to gain a competitive advantage. The firm currently has eight central departments, namely: Accounting, Marketing, Human Resource Management, Research and Design, Sales, Warehousing, Manufacturing and Logistics and Despatch The rich picture that has been drawn, labelled in the Appendix as Figure 1, emphasises the inter-connectivity that exists between the Marketing, R&D, Manufacturing, Warehouse, Logistics and Sales departments. All these departments share different functions and responsibilities within the organization. Only six of the eight departments have been...
Words: 4437 - Pages: 18
...J. of the Acad. Mark. Sci. (2012) 40:102–119 DOI 10.1007/s11747-011-0279-9 Marketing and business performance Neil A. Morgan Received: 28 July 2011 / Accepted: 1 August 2011 / Published online: 20 August 2011 # Academy of Marketing Science 2011 Abstract Academics and managers have struggled for many years to understand and delineate the role of marketing in explaining business performance differences between firms. Most of the theory base for any such attempts has to be informed by strategic management theory, since the primary question that strategic management seeks to answer is why some firms outperform others over time. This paper synthesizes three major streams of thought in strategic management with the empirical and theoretical literature on strategic marketing to develop an integrative theory-based conceptual framework linking marketing with firms’ business performance. Keywords Marketing strategy . Marketing resources . Marketing capabilities . Positional advantage . Competitors . Market performance . Financial performance Introduction The role of marketing in explaining firms’ business performance has received significant attention throughout the history of the marketing discipline. The need to link marketing with business performance has become more Acknowledgements Doug Vorhies contributed to much of the thinking represented in this paper—a version of which we set out to write together more than a decade ago but never got time to...
Words: 14979 - Pages: 60
...the past 43 years. In this analysis, I intend to highlight a couple of problems with the company, as it pertains to innovation, apply Porter’s five forces and the concept of competitive advantage, and provide a couple of projections related to SAP by industry analysts for present and future indications. Primary Problems Related to Innovation with SAP 2008 - 2010 Early signals of turbulence began to appear at SAP in the years 2008 to 2010. Failures of the companies SaaS strategies were to blame. Primary problems with the innovation included adding too many features too soon, not really understanding how customers would use the technology together with their platform, and a cultural bias of SAP’s salesforce to sell on premise software only. This also caused a disruptive innovation, by disrupting an existing market and value network, displacing established market leaders and alliances. Additionally, causing frustration with middle management whose responsibility was to engage at the customer level. SAP competitor Oracle Corp, filed a lawsuit against SAP for malpractice and unfair competition in the California courts in 2007. SAP lost the case in 2010, and was ordered to pay US $1.3 billion, which was cited as the largest copyright infringement judgement in history. (Gullo, Bloomberg, 2010). Porter’s Five Forces and the Concept of Competitive Advantage Two most commonly used tools for analyzing the external environment of a firm include...
Words: 1399 - Pages: 6
...Letter of Transmittal December 10,2015 Dr. Mohammad Helal Uddin Course Instructor of – BUS 7203 BANGLADESH UNIVERSITY OF PROFESSIONALS (BUP) Mirpur Cantonment, Dhaka – 1216 Subject: Submission of report on Information Technology is the most important marketing tool for Modern Business organization. Dear Sir, Here is the report you asked to submit on Computer and its application in business. We are very happy to submit this report on time to you. In this report we have tried to provide as much information as we can about Information Technology and its importance in marketing. We have done the report according to your specification. We will always be available for any supplementary interpretation or clarification that you may require. We sincerely hope that this report will live up to your expectation. Thank you for your valuable time and cordial consideration. Sincerely yours On behalf of my group Objective of the study * To understand the importance of information technology. * The business implication of IT. * IT as a modern marketing tool for modern business organization. Information technology Information technology (IT) is the application of computers and telecommunications equipment to store, retrieve, transmit and manipulate data, often in the context of a business or other enterprise. The term is commonly used as a synonym for computers and computer networks, but it also encompasses other information distribution technologies such...
Words: 3809 - Pages: 16
