Adrian Payne & Pennie Frow A Strategic Framework for Customer Relationship Management In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as a result, shareholder value. The authors explore definitional aspects of CRM, and they identify three alternative perspectives of CRM. The authors emphasize the need for a cross-functional, process-oriented approach
Words: 7859 - Pages: 32
strong financial performance during 2005 has given the company a significant amount of flexibility and freedom given the increased revenues and earnings in defining its strategies for the future. For continued growth, however, Domino’s has to reduce customer churn, drive up same-store sales, continually reinforce and strengthen their brand, capitalize on socio-cultural shifts occurring in the United States and elsewhere, and finally continually redefine its in store dining strategies relative to the
Words: 5889 - Pages: 24
REFERENCES 9 INTRODUCTION The purpose of this report is to study and find out the direction for the company Nutifood about product line sports drinks. Find out how to market the best product to the consumer, to bring a branded VietNam product to customer. BACKGROUND INFORMATION Stemming from the success of the research and clinical application of the City Nutrition Center HCM city, Food Corporation Dong Tam Nutrition (original name of Nutifood) was established on 29/03/2000. Right from the beginning
Words: 2518 - Pages: 11
multiple social groups Family, neighborhood, sports team, clubs Group membership influences buying decisions Groups establish norms of behavior Values, attitudes, and behaviors Differences in status and roles influence behavior. Reference Groups Peoples whose opinions are valued and to who, a person looks for guidance in his or her ow behavior, values and conduct, such as family or friends/celebs Influence or reference group depends on two conditions Purchased product must be seen and identifiable
Words: 811 - Pages: 4
Management 2 Report October 4, 2013 Abstract The international market has becoming more and more challenging for Multinational Corporations to improve themselves and adapt to the new requirements for changes of the market competition and the customers’ satisfaction. The main aim of this research paper is to enlighten the position of Toyota in the international market, for the background reasons for its successes so far. Its leading position in the automobile industry undeniable, and its business
Words: 2847 - Pages: 12
LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer Support to Observe Customers in Motion Convergys PAGE 12 LISTENING TO CUSTOMERS AND
Words: 11002 - Pages: 45
Marketing Management By Philip, Kevin Lane Keller, Abraham Koshy, Mithileshwar Jha logo copy.tif SUMMARY by Chapter 2 • • • How does marketing affect customer value? How is strategic planning carried out at different levels of the organization? What does a marketing plan include? Developing Marketing Strategies And Plans In this chapter, mainly the following points have been discussed Developing the right marketing strategy over time, through discipline and a creative Supply
Words: 887 - Pages: 4
its processes across all customers. The narrow focus also eliminates some of the pricing challenges that come with targeting clients from multiple industries and segments. Should HubSpot target B2B or B2C customers? -Use a mix of qualitative (strategic) and quantitative (CLV, market potential) facts to argue your point. Do not restate points from the case, but use them to support your decision. -Will this group be receptive to the product? I.e., is HubSpot providing value to these segments? Is
Words: 867 - Pages: 4
best. CRM- Customer relationship marketing defined is having a relationship with customers and stakeholders, which involves meeting all their requirements and needs. This is usually met through mutual exchange and fulfillment promises. After identifying the needs and wants of customers, the business needs to ask them selves a simple question, how do we do it?’. This can be done through the company internally (e.g. managers and directors) or externally (e.g. suppliers and customers), but every company
Words: 2748 - Pages: 11
Peter Drucker – the only purpose of business is to create and keep customer Whoever is closest to customer is the most valuable employees “if you write a sentence in business without a number you’re doing something wrong” 3 contributions and 3 questions Insights – wow factor Implications – so what is the impact of the insight over business Porter’s five forces – Shows how value is captured Threat to substitute Intensity of competitive of competition Power of buyers Power of
Words: 892 - Pages: 4
