1. INTRODUCTION Exchange relationship is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. It is grounded on high quality customer- related data and enabled by information technology (Barnes, 2000). Exchange relationship as defined by Day and Van Den Bulte (2002) is a cross functional procedure for achieving a continuous conversation with customers, across all their contact and access
Words: 1199 - Pages: 5
rapid changes in the sector, especially due to advanced technological improvements, consumers’ purchasing pattern and a market that supports healthy competition. What is MIS? Management Information Systems (MIS) is a system that utilizes the information that it gathered from both Internal and External sources of an organization. It then processes this data and supplies the information to the Management who assist them in decision making. These decisions could vary from replenishing
Words: 1068 - Pages: 5
Rigby and Dianne Ledingham FROM THE NOVEMBER 2004 ISSUE T hrough the late 1990s and into 2000, managers plowed millions of dollars into information systems meant to track and strengthen customer relationships. Often built around complex software packages, these customer relationship management (CRM) systems promised to allow companies to respond efficiently, and at times instantly, to shifting customer desires, thereby bolstering revenues and retention while reducing marketing costs. But most
Words: 6013 - Pages: 25
service-dominant logic view of marketing provides a valuable contribution to the dialogue about necessary and evolving change to marketing. This assignment will be evaluating the impacts on the marketing activities undertaken by firms in both strategic and relationship marketing concepts. From 18th to 19th century, there were major changes in agriculture, mining, transporting and manufacturing. Industrial revolution was the main reason for these changes which had emerged in the Western countries and then eventually
Words: 1666 - Pages: 7
competitors by investing more on its CRM (Customer Relationship Management) rather than on anything else. They use the technique of gathering data to get customer’s insight. They use the Total Reward System. It means that the “Total Reward Members” collect points based on the amount they spend at Harrah’s facilities. They can then convert the points into various advantages, such as into cash, food, merchandise, rooms and hotel show tickets. This makes the consumer use the card and when they use the card
Words: 1051 - Pages: 5
Background of the company In 1983, 18-year-old Michael Dell left college to work full-time for the company he founded as a freshman, providing hard-drive upgrades to corporate customers. In a year’s time, Dell’s venture had $6 million in annual sales. In 1985, Dell changed his strategy to begin offering built-to-order computers. That year, the company generated $70 million in sales. Five years later, revenues had climbed to $500 million, and by the end of 2000, Dell’s revenues had topped an astounding
Words: 2983 - Pages: 12
The International Journal of Human Resource Management, Vol. 22, No. 3, January 2011, 746–761 Customers cocreating value with the firm: implications for IHRM Milorad M. Novicevica, Allison B. Dukeb, Erin R. Holmesc, Jacob W. Brelandd, M.R. Buckleye* and Mark N. Binga Department of Management, School of Business Administration, University of Mississippi, MS, USA b College of Business, Lipscomb University, Nashville, TN, USA; cSchool of Pharmacy, University of Mississippi, MS, USA; dWCBA, Youngstown
Words: 8664 - Pages: 35
IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT AS A CORE BUSINESS STRATEGY Presented to Adrian Lim School of Business Management Nanyang Polytechnic February 13, 2014 EXECUTIVE SUMMARY This report provides an analysis and evaluation of the current customer relationship management of Singapore Café Ptd Ltd. The purpose of this report is to enhance the existing customer’s experience at Singapore Café and to increase our presence in the F&B Industry. Sources of data collection include
Words: 2173 - Pages: 9
Ruben Keys and Lisa Tejada business is growing 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
Words: 945 - Pages: 4
Customer Relationship Management (CRM) Services, Support, Sales, Marketing Jasim January 2016 Table of Contents Section 1 What is CRM Section 2 CRM in Telecom Business Section 3 Table of Content CRM within IT Landscape Section 4 CRM Data Source Section 5 CRM and Business Strategy Section 6 CRM and Organization Section 7 CRM as A Differentiator Section 8 Current Telecom Challenges Section 9 Current and Decision Making What is CRM
Words: 1319 - Pages: 6
