...The Eight Building Blocks of CRM: Vision A successful CRM vision creates a positive perception of the enterprise, bolstered by loyal customer advocates. IT and operations leaders and CRM stakeholders should follow these six steps to a clear, actionable and successful CRM vision of how to get, keep, satisfy and increase customers. Key Challenges ■ Many enterprise IT operations and other leaders, as well as CRM stakeholders, find it hard to devise a well-thought-out CRM vision, even though it provides the basis for creating a customer-centric enterprise. ■ A number of enterprises are challenged to construct a customer-centric culture that can successfully capture, retain and grow their customer base, while realizing bottom-line growth. ■ Many enterprise IT and CRM stakeholders don't take time to craft clear customer objectives stated in a CRM vision, even though this, coupled with leadership, a supportive culture and properly oriented staff, contributes to success in customer interactions and in fulfilling business goals. Recommendations ■ Create a CRM leadership team. ■ Create a model of the ideal customer experience. ■ Create a corporate personality objective and model. ■ Understand the guiding principles of successful customer-centric strategies to help compose a vision of what the enterprise wants to deliver to customers. This will help enterprises plan and prioritize their investments, which improves the chances of success. 1. Vision 2. Strategy 3...
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...Global Leadership for Timeless Service In the present Generation Y/Millennials, there are many sustainable and innovative strategies that today’s leaders utilize to attract, develop and inspire talent for the 21st Century. Based on my leadership experience in this generation, some of these strategies include being tech-savvy, family-centric, achievement oriented, team oriented, attention craving. It is also extremely important to involve social networks as much as possible. As an individual of Generation Y, I can attest to the fact that we grew up with technology and rely on it to perform our jobs better. With BlackBerrys, iPhones, Androids, laptops, video games, and so much more, we are occupied by technology for the majority of our lives. We also prefer to communicate through e-mail and text messaging, rather than face to face contact. In addition, most of us would much rather learn via webinars and online technology as opposed to traditional lecture-based classes and presentations. As a leader of this generation, I can affect others by steering them away from this mindset, and back to the way things used to be. The fast-track lifestyle of Generation Y has lost much appeal for family-oriented lifestyles. We as a generation are more willing to trade technology and other things in for traditional family time. Older generations view these actions as lacking commitment, but we view them as having a different vision of workplace and technological expectations. We also tend to...
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...these strategies are not impl ied in the right manner, they tend to loose customers and go out of business. There are various marketing strategies and objectives that are used in marketing products. If a company pays more attention to its competitors and fails to acknowledge the needs of the customers, then that company is destined to go out of business. Wal-Mart, McDonalds and Microsoft are few names mentioned as market leaders in Kotler and Armstrong’s text (Armstrong, G; Kotler, P; Marketing Principles, 13th edition, pg 539).These companies deserve the title because of the strategies they use to recruit more consumers everyday. They have great innovation ideas like changing their price to meet the customers’ needs, introducing new products, and spending money on promoting their business (Armstrong, G; Kotler, P; Marketing Principles, 13th edition, pg 539). Amar Bose is very much interested in doing his research prior to manufacturing his products and making money. According to Forrester Research, Bose Corporation is considered the market leader in the technology industry. Amar Bose used different philosophy in inventing his products since he started his business. He committed his time researching and inventing new products that were not on the market (Armstrong, G; Kotler, P; Marketing Principles, 13th edition, pg 549).Because of this philosophy, he has been able to produce the highest quality products for consumers, which has lead him to great groundbreaking...
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... Complex Business Models: Managing Strategic Paradoxes Simultaneously Wendy K. Smith, Andy Binns and Michael L. Tushman As our world becomes more global, fast paced and hypercompetitive, competitive advantage may increasingly depend on success in managing paradoxical strategies strategies associated with contradictory, yet integrated tensions. We identify several types of complex business models organizations will need to adopt if they are to host such paradoxical strategies. Managing complex business models effectively depends on leadership that can make dynamic decisions, build commitment to both overarching visions and agenda specific goals, learn actively at multiple levels, and engage conflict. Leaders can engage these functions through team-centric or leader-centric structures. Ó 2010 Elsevier Ltd. All rights reserved. Introduction By the late 1990’s, USA Today was the highest circulating national newspaper in the United States.1 CEO Tom Curley and his senior executive team had created a new category of newspapers by negotiating distribution deals with hotels and businesses to provide national news to educated and high-income business travelers, a demographic that yielded excellent advertising revenues. When widening access to the Internet and the emergence of novel news content channels such as Yahoo! and AOL promised to put the newspaper’s position under threat, USA Today moved quickly to enter this new online market by creating USAToday.com. Although sharing...
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...City Objective (Carolyn Whitaker) Circuit City is dedicated to the highest quality of customer service which is done with the highest respect. With a highly praised customer service and satisfaction, it will improve our sales performance. For Circuit City to effectively sell products to customers, sales representatives will try to understand and fulfil the customers’ needs. With a highly trained team of associates, Circuit City will be successful in the long run. Circuit City Vision/Mission Statement (Carolyn Whitaker) Respect - “Our Associates are our greatest assets. We expect every Associate to demonstrate that they respect and value others for their efforts, their knowledge, and the diversity that they bring. Teach - We are a product of our experiences and those around us can benefit from our lessons learned. Pass on to others what you value and learn. Engage - What's in it for you? We foster an environment of engagement where associates are invested and involved in the future of the company. What you do...
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...1. What does it means to have the mission, “the earth most customer-centric company”? How well is Amazon achieving this mission? The concept of customer-centric and its benefits has been discussed for more than 50 years. Drucker (1954) wrote in his book, The Practise of Management, that “it is the customer who determines what a business is, what it produces, and whether it will prosper.” Levitt (1960) proposed that firms should not focus on selling but rather on fulfilling customer needs. Gavan ( 2012) further elaborate that customer centricity doesn’t mean doing everything customers want. It means focusing on what they value most, in line with overall business strategy and brand promise. For example, the most important thing for a budget airline customer is price. While passengers might like extra leg room, they don’t want it at the expense of low airfares. Danish (2006) summarised the characteristic of an organisation with customer-centric as below:- Basic Philosophy | Serve customers; all decisions start with the customer and opportunities for advantage | Business Relationship | Relationship Oriented | Product Positioning | Serve customers; all decisions start with the customer and opportunities for advantage | Organizational Structure | Customer segment centers, customer relationship managers, customer segment sales team | Organizational Focus | Externally focused, customer relationship development, profitability through customer loyalty; employees are customer...
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...stop nurses from responding effectively to the quickly changing healthcare system. Nurses must overcome these barriers; only then will they be able to lead change and begin a new era in healthcare. On October 5, 2010, the Institute of Medicine (IOM) released its advice on nursing in the United State in the scholarly article “The Future of Nursing: Leading Change, Advancing Health.” IOM is a non-governmental, non- profit organization created in 1970, under the congressional charter of the National Academy of Science. IOM provides leaders counsel on the topics of biomedical science, medicine, and health. Different states provide different stances regarding what a nurse can actually do. Multiple states allow nurse practitioners and certified nurse midwives to prescribe medication without a physician’s direction and partnership. There is widespread agreement in the United States that healthcare must become more patient-centric. Primary care and prevention must have a greater function compared to specialty care. Reports shows that states with a greater proportion of primary care providers receive better outcomes and drops in mortality rates. Nurses with differing degrees of education participate in vital jobs in primary care. Education and evaluation are crucial components of primary care. RNs, advanced practice registered nurses (APRN), and nurse practitioners (NPs) provide primary care services across the board. NPs provide care that is equivalent...
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...this one server to replace up to four servers. Prior to the announcement, Atlantic Computer was primarily known for selling high end premium servers. This is a new product for the firm as they look to enter into an existing, emerging market. This creates challenges for the leadership team. Historically, Atlantic Computer had tried to introduce new products into the marketplace but they had not been successful. The problem with Atlantic Computer is determining an appropriate pricing strategy and then communicating such a strategy. Therefore, it is recommended that a value added pricing model should be established. A marketing communication plan should follow this new pricing strategy. Review of the marketplace is necessary so that the product can be placed and priced appropriately so that Atlantic computer can ensure success. The largest competitor was Ontario Computer, a firm which had been the leader in the proposed new target market of the Tronn server. The leadership team of Atlantic Computer was confident that the Tronn server accompanied with the PESA software, referred to as the “Atlantic Bundle” would be able to out-perform the standard server and its competitors. The Problem There are two (2) problems with Atlantic Computer. They are the a) the pricing model to use and b) the marketing communication plan. The first problem to address is the pricing...
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...” -- Henri Nestlé, 1857. Our vision and values To be a leading, competitive, Nutrition, Health and Wellness Company delivering improved shareholder value by being a preferred corporate citizen, preferred employer, preferred supplier selling preferred products. Bru : Happiness Begins with Bru Brand : Bru Company : Hindustan Unilever Agency : O & M Brand Analysis Count : 359 Bru is a power brand from the HUL's stable. A brand which pioneered the instant coffee category in Indian market in 1969 is also an example of many successful marketingpractices. According to HUL, Bru is the market leader in coffee segment with a value share of 46.9 %. Prior to 2004, HUL had many brands in the coffee category. It had Deluxe Green Label and Bru instant as the main brands and small brands like Dilkush, Cafe and Cafe Gold. In 2004, as a part of the power brand strategy, HLL decided to phase out Dilkush and Cafe brands . It then consolidated the coffee brands under the masterbrand Bru. Bru before becoming the family brand was positioned as a coffee that tasted just like filter coffee. But after the elevation to master brand, Bru took the positioning around happiness. Bru was synonymous for instant coffee and had an astounding 21% market share in the first year of launch itself. All these years, the brand has been fighting for the numero uno position with Nestle whose iconic Nescafe brand was the market leader. But in 2008, the brand pushed Nescafe to the second...
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...Running Head: CUSTOMER CENTRALITY Customer Centrality [Name of the Writer] [Name of the Institution] Table of Content Part A 1 Introduction 1 Discussion 1 Interaction Response Capacity 3 Customer Empowerment 3 Customer Value Management 4 Customer Centricity 5 Evolution of Customer Centricity 7 Path to Customer Centricity 9 Customer Initiated Contacts and Competitive Intensity 14 Conclusion 15 Part B 16 References 20 Customer Centrality Part A Introduction The roots of customer centricity can be traced all the way back to the late 1960s, when a relatively obscure ad agency executive by the name of Lester Wunderman gave birth to the idea that we know today as direct marketing. Many of the concepts you'll read about in this book, including the basic overarching notion that businesses would be well served to know absolutely everything about their best customers, are derived in some way from the ideas of Wunderman, who understood long before anyone else the value of keeping records (frighteningly detailed records, actually) about customer buying habits. What is new, however, is the competitive landscape and the incredibly demanding world in which you and your company are doing business. Today, more than ever before, many companies need customer centricity. They need it to compete in the short term and thrive in the long term. Discussion ...
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...Topics Covered Chapter 12: Logistics and Supply Chain Information Systems Overall importance of information systems to logistics and supply chain management. Key issues in information systems. quality of information, and what to measure to assure that this quality exists exists. The architecture and objectives of information systems. role of logistics in the “connected” economy, and impact of evolving technologies on logistics and logistics processes. structural components of the logistics information system, and contribution of each to the overall effectiveness of logistics and supply chain processes. importance of adapting to new information technologies. 2 Logistics Profile: Applebee’s… Logistics and Supply Chain Information Systems: Introduction Restaurant ordering practice has progressed from phone to fax to Internet. Information systems (IS) help Applebee’s to monitor pre-negotiated prices and rebates, and to better manage inventory tracking. Internet-enabled information systems have great potential to improve the efficiency and effectiveness of supply chain activity. 3 Many firms view effective management of logistics and supply chain activities as: Prerequisites to overall cost efficiency, and Keys to ensuring their ability to competitively price their products and services.1 Effective information management also can help ensure that a firm meets the logistics needs of its customers. 4 Customer...
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...FLORIAN VIDALINC ISM/ ISEG SUP5 2F MBA Program PROFESSIONAL MANAGEMENT SKILLS ASSESSMENT Due to the 4 November, 2010. CONTENTS LIST Executive Summary 3 Introduction 4 1. What would it take amd to see a significant increase in its market share processors used in corporate desktops and notebooks? how can the success of opteron in the server segment be leveraged to other segments? 5 2.What do you make of amd’s “power campaign”? Is the value proposition it highlights compelling to end users? 6 3. How concerned should amd be about intel’s imminent new product plan? will they hamper amd’s growth plans? 7 4. WILL AMD’S CUSTOMER CENTRIC APPROACH BE A SOURCE OF ADVANTAGE OVER INTEL? 8 5. WILL IT YIELD COMMERCIALLY VIABLE INNOVATIONS THAT ARE DRAMATICALLY DIFFERENT THAN THOSE INTEL WILL DEVELOP? 10 Conclusion 11 LIST OF REFERENCES AND BIBLIOGRAPHY 12 EXECUTIVE SUMMARY For years, AMD held the place of a distant follower of the large microprocessor market leader, Intel. Up to there, the competitor Intel hold a “push” strategy by creating consumer needs thanks to technological innovations. Those were linked with strong marketing campaign in order to facilitate a quicker adoption process of their new product line. However, in 2003, AMD change its traditional strategy to use a widely different one by switching into a blue ocean strategy. Indeed, AMD has changed course to become a “starter” firm. AMD has decided to launch at first its own brand...
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...Running head: The use of Consensual Relationship Agreement 1 Strayer University Professor: Tameria L. Vickerson The use of Consensual Relationship Agreement 2 Abstract We spend on average about 40 plus hours a week at work, is no wonder how romance in the workplace happens. I met my husband in the workplace. Our President also met his wife at work. People that work together have some similar interest and hobbies so a connection is bound to happen. Weather we want it to happen or not work relationships happen all the time. Vault surveyed and 47 percent of individuals had been involved in office romance, 19 percent would consider it and 11 percent dated their manager (Hellriegel / Slocum, p.65). Office romance is an avoidable trend and instead of stopping it there should be some policies and procedures in place to address the issue when it occurs ( Losee & Olen, 2007). One policy that can be adopted is the consensual relationship agreement (CRA). A CRA often called love contracts it is a written contract between both parties that helps address some of the issues that office romance often creates. Office romance can end in a happy ending but they can also end in a sour note and in order for the employer to protect themselves using a CRA would be something to consider. In this paper i will discuss the pros and cons of using CRAs and give an alternative...
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...Customer Relationship and Corporate Governance in Sustainability of Business Vinod Krishna U. Makkimane Sr.Faculty Institute of Business Management & Technology Banashankari 3rd Stage, Bengaluru. Sustainability is a dynamic concept born out of the environmental debate of the last quarter century. There is growing concern nationally and internationally about biodiversity and protection of plants and animals and community based activity. It is important to view sustainable efforts from global perspective that addresses socio-economic and environmental issues. Sustainable Development as a norm has been accepted in the literature ever since the publication of the Brundtland Commission report in 1987.The Brundtland Commission defined Sustainable Development as that which "meets the needs of the present without compromising the ability of the future generations to meet their own needs". A primary goal of sustainable development is to achieve a reasonable and equitably distributed level of economic well being that can be perpetuated continually for many human generations. It also implies using renewable natural resources in a manner that does not eliminate or degrade them, or otherwise diminish their usefulness for future generations. Sustainable development also requires depleting non-renewable energy resources at a slow enough rate so as to ensure the high probability of an orderly society transition to renewable energy sources. Mahatma Gandhi has observed long back that...
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...company's revenue comes from products, solutions and services that improve the interaction between people and information. It is known for the quality of its technology, the exceptional standard of its customer service and sustainability initiatives. Ricoh is a world leader in providing customer end to end solutions related to their document output / storage / retrieval / and management. The business is not so simple Ricoh employ’s a large sales organization to market / sell their products and services in-order to generate revenue and profits. The organization is set up so that there are many layers within the sales force, (appendix 1). As shown in the organizational chart there are five layers of management within the sales operation ranging from the president down to the sales managers, who in turn manage their individual sales executives. Ricoh views business, society and the planet as interconnected. It strives to be a company people are proud to work for, going beyond compliance to encourage responsible growth wherever possible. By linking its commitment to forward-thinking business strategies, it promotes development that is profitable and sustainable at customer sites as well as its own operations. The Ricoh Core Values are as followed * Winning spirit Our drive to passionately pursue innovation, excellence and...
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