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Hcos

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case study analysis

case study analysis

Published in: Business, Technology

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  • 1. Case Study HEALTH CARE OFFICE SOLUTIONS, INC. Submitted to: Mr. Christian J. Umlas Submitted by: April Alberto Rose Jean Fabillar Nelissa Gabaldon Beverly Jean Gomba Regilisa Perez Kristia Kristel Romero Iyelle Sto. Domingo BSBM 301
  • 2. TIME CONTEXT
    • 1980- Present when Marson and Braver started to notice the changing rate of growth of the business. It turns to slowdown.
  • 3. VIEW POINT
    • VICE PRESIDENT- responsible for reviewing over all marketing and specifically sales strategy
    • STATEGIC MARKETING SPECIALISTS (SMS)- consulting firm that can help HCOS to develop strategic business plan.
  • 4. CENTRAL PROBLEM
    • The company did not maintain their customer relationship service.
  • 5. STATEMENT OF THE PROBLEM
    • The company received more complaints about late orders, poor quality and lower customer service so that they did not maintain their customer relationship Management (CRM) System.
  • 6. STATEMENT OF AREAS OF CONSIDERATION
    • S.W.O.T ANALYSIS
    • STRENGTHS
    • wide customer relation service
    • well- established network offices
    • training costs were lower
    • highly competitive
  • 7.
    • WEAKNESSES
    • Damaged reputation
    • Hiring sales person with other field
    • Never created a national account sales team
  • 8.
    • OPPORTUNITIES
    • Increasing services lines
    • Creating national account of sales team
    • Building a new customer relationship and services
  • 9.
    • THREATS
    • Innovative products of competitors
    • High costs of compensation
    • Customer dissatisfaction
  • 10. STATEMENT OF ALTERNATIVE COURSES ACTION (ACA) Present Spam threats credibility, low costs, great reach, high efficiency and the opportunity to continuous promotion adjustments Advertising Department 3. Viral Marketing and blogging strategy Present More time is to be consumed Sponsoring events that appeal to their market are likely to shape buying attitudes and help generate a positive reaction Advertising Department 2. Pre- emptive Attack (Sponsorship) Present Maintaining the expectations of the customers Earning deeper customer relationships by new levels of trust and commitment Customer Relationship Manager 1. Customer Advocacy TARGET DATE CONS PROS RESPONSIBLE PERSON PLAN/ STRATEGY
  • 11. STATEMENT OF RECOMMENDATION/ CONCLUSION
    • We therefore conclude that the strategy #1 is more effective.
    • Steps of HCOS to meet Customer Advocacy:
    • Focus on customer success
    • Achieve greater marketing context
  • 12. THE END