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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
The company did not maintain their customer relationship service.
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.
STATEMENT OF AREAS OF CONSIDERATION
wide customer relation service
well- established network offices
training costs were lower
Hiring sales person with other field
Never created a national account sales team
Increasing services lines
Creating national account of sales team
Building a new customer relationship and services
Innovative products of competitors
High costs of compensation
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
STATEMENT OF RECOMMENDATION/ CONCLUSION
We therefore conclude that the strategy #1 is more effective.