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
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ISSN 1857- 7431 THE STRATEGIC BENEFITS AND CHALLENGES IN THE USE OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AMONG COMMERCIAL BANKS IN KENYA Maximillah Bitutu Muro, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Peterson Obara Magutu Lecturer, Department of Management Science, University of Nairobi, Nairobi, Kenya Kepha Nyankora Getembe, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Abstract Nowadays
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14-02-2013 CRM CYCLE CUSTOMER RELATIONSHIP MANAGEMENT How CRM Works Essentially CRM works by collecting leads or consumer information. Analyzing the collected information to understand customer or market requirements. Adjusting marketing campaigns accordingly to increase sales. CRM also serves for customer service and support making businesses efficient and improve customer satisfaction. In any business, the bottom-line of CRM work flow is to (1) Initiate Marketing, (2) Process Sales, (3)
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person, who “owned” a particular route of retail customer stores. The delivery person would load his/her truck in anticipation of what was needed at each of his/her assigned locations. Over time, the delivery person knew what to expect and could pretty much address customer needs on a day-to-day basis. Each delivery person worked within one of seven regional PepsiAmericas organizations (business units), each servicing its own list of customers and tracking its own data. This old regional system
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it involves making sure Pegasus is continually developing to meet passenger expectations and priorities. Pegasus has put in place a yield management strategy for ticket pricing, using the strategy of Southwest Airlines of North America as an example. Supply and Demand as well as time are taken into account in the ticket pricing strategy; for example, if a customer book early (60+ days) they receive further savings while those who book later pay the maximum current fare offered by competitors. The system
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| |Customer Relationship Management | CRM_01 Nature of Customer Relationship Management LECTURE OBJECTIVES ■ Understand relationship marketing. ■ Understand the differences between relationship marketing and transaction marketing. ■ Understand customer relationship management ■ Identify the essential concepts on customer relations – customer satisfaction and customer loyalty
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Magazine Luiza: Building a Retail Model of “Courting the Poor” a. Identify the retail model Magazine Luiza employed to grow to the third largest nonfood retailer in Brazil. The key of retail model of Magazine Luiza was its genuinely customer centered and employee centered culture. Looking at the retail market of Brazil in 2004, it was a large and diverse markets, with 84% of its 47 million households were located in urban areas, and regional development and income distribution were
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loyalty relationships, a discussion regarding Chapter 5; this includes relationships with vendors, suppliers, customers and employees. The article read this week How Customer Service Builds Loyalty and Profits written by Arthur Middleton Hughes. Synopsis of Article: The article discusses that marketing and customer service is combined to create customer relationship management. Customer relationship management are procedures and strategies designed by a business to manage and analyze customer interactions
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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
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The importance of Customer Relationship Management (CRM) Introduction: In the recent years, customer relationship management is getting more important for the development of the companies. It become a significant part of any enterprise’s strategy. First of all, customer is a party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers. They are buyers, the most important part of a company’s operation. Therefore, any company
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