Customer Relationship Management Essay

Customer Relationship Management Essay
The main goal of Customer relationship management is to create a strong bond between customers
and the company. The strong bond can be build by focusing on the two main objectives of CRM.
Providing the organization and all of the employees that treat customers with a single and complete
view of every customer at every touch point and across all channels and providing the customer a
single and complete view of the company and its extended channels (O'Brien, A & Marakas, G.
2004). To provide tools that help companies satisfy their customers, Customer Relationship
Management Systems include different technologies. They use software such as SAP AG, Oracle,
Siebel Systems, Epiphany, and People Soft. All of the mentioned software are ... Show more content
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Customer relationship management systems help services representatives to improve customer
services and to support clients. Service representatives use call center and help desk software to
satisfy clients. Call center software transfer customer calls to agents based on the kind of service the
customer need and the agents experience in the subject. When customers have any problem or are
insure about a service or product, representative uses help desk software to give clients the needed
data. It is imperative to satisfy customers and give them an amazing experience at the company.
While it cost less to sell to existing customers and companies can increase profit by selling to the
same customers; if customers are satisfied, there is more chance they will come back for more
services or products. Satisfied customers are a free marketing for the company. However, it is the
opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her
experience (O'Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer
is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale
representatives to sell to an existing customer that to a new customer. A good strategy for customer
retention is to reward good customers. Companies can easily do
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Case Study : Pest Management And Make A Industry Analysis
In today's commercial world, the importance of customer relationship management has been
emphasized all the time. Some people think that CRM system is the most valuable asset for a
company. It enables companies get an insight into the behavior of their customers and make more
effective interaction with customers, thereby providing a more efficient service. RJS Pest
Management is a local company of the New York City. After nearly ten years running, it developed
into a specialized B2B company and gained some accomplishments. However, there 's always room
for improvement. This paper will take a in–depth study to RJS Pest Management and make a
industry analysis, drawing the picture to find its market position. Moreover, a new CRM strategy
made for RJS Pest Management will be bring out, and it aims to help the company avoid setbacks
and break stagnation. 2) Introduction: History & Background Founded in 2005, RJS Pest
Management has been providing commercial pest control services to businesses in the New York
City metropolitan area for nearly a decade. With the mission of providing a superior pest
management service to customers, RJS Pest Management promises its licensed, certified technicians
and friendly, helpful customer service to provide effective, ethical, and leading–edge pest control
solutions that give their customers excellent results. As a family owned and operated company, RJS
Pest Management holds the belief "Our service is our name." and strives to deliver its

Designing An Innovative Shopping Experience For Our Brand
We will use the internet, extranets intranets, and SuiteCommerce platform to provide a
communication and computing power that support the strategic use of information system for our
Brave online clothing store. We will also have specialized customers databases, and in house
internet and intranet databases to provide information to support daily business operations and
decision making process. SuiteCommerce platform offered by NetSuite is what we will use to
operate our business. Here are the reasons, according to their product description on NetSuite. One
of our goals is to design the innovative shopping experience for our brand. SuiteCommerce create
an innovative shopping experience by "providing customer acquisition and retention experiences by
utilizing a single source of item, inventory, customer and order data to feed your customer–facing
systems" that can be presented sophisticatedly on smart phones, tablets, laptops and desktops (Suite
Commerce, 2016). To be able to offer great customer experience, SuiteCommerce allow us to
actually know our customers, build loyal and deeper relationship with customers while providing
personalized and dependable service by being able to see all channels, 360 degree view of every
customers along with the ability to capture and improve all customer interaction in single system
(Suite Commerce, 2016). Another advantage of using SuiteCommerce is capability to efficiently and
rapidly fulfill customer expectancy to purchase, satisfy and

Paper on Customer Retention
INTRODUCTION
Customer retention is the activity that a selling organization undertakes in order to reduce customer
defections. Successful customer retention starts with the first contact an organization has with a
customer and continues throughout the entire lifetime of a relationship. A company's ability to
attract and retain new customers, is not only related to its product or services, but strongly related to
the way it services its existing customers and the reputation it creates within and across the
marketplace.
Customer retention is more than giving the customer what they expect; it's about exceeding their
expectations so that they become loyal advocates for your brand. Creating customer loyalty puts
'customer value rather than ... Show more content on Helpwriting.net ...
All gung–ho and fresh out of the gate, startup entrepreneurs often find it more exciting to focus on
customer addition, but ignoring customer attrition could eventually spell their downfall. In the spirit
of Ben Franklin's age–old idiom that "a bird in the hand is worth two in the bush", here's a look at
five customer retention tips for entrepreneurs.
Never Underestimate the Value of Retention
For those who feel that customer retention plays a relatively minor role in helping a company grow
a healthy bottom line, here are a few statistics you might be interested in. According to Bain and
Co., a 5% increase in customer retention can increase a company's profitability by 75%. And if
those numbers don't impress you, Gartner Group statistics tell us that 80% of your company's future
revenue will come from just 20% of your existing customers. Still not sold on customer retention?
One final statistic provided by Lee Resource Inc. should give you plenty to think about: Attracting
new customers will cost your company 5 times more than keeping an existing customer.
Implement an Effective Customer Retention Program
Many entrepreneurs believe that if they have a great product or service and provide an outstanding
customer experience, customer retention will naturally follow. And if this is your startup philosophy
you would be right ... but only for a while. Customers don't owe you their loyalty.

Designing A Life For Creating Others ' Experiences
Designing One's Life to Create Others' Experiences
Throughout the world, the voice of Andrea Bocelli permeates the ears of millions of people in
multiple countries leaving all who hear with fond memories. Boasting of more than 80 million
record sales around the world, Bocelli's music tops classical and pop charts. Though, while Bocelli
started his singing career during his childhood, even winning a singing competition at the age of 14,
his professional singing career did not start until after a short time in another career. In 1980, after
he finished his undergraduate, he attended the University of Pisa, where he studied law. He went on
to work as a court–appointed attorney for that first year after he graduated from law school. Much
like Bocelli, Sean Van Tyne–noted author, speaker, and consultant on customer experience and
related topics–studied a subject not related to that for which he found his passion. Van Tyne holds a
BFA in Painting and a Master's in Education, which he used to begin his career painting fine art and
teaching. He spent his days in the studio and afternoons as Artist in Residence through the Aesthetic
Education Institute. Then, when he and his wife decided to start a family, he sought another career
that used similar creative problem solving skills he loved about art. As more and more people
started interacting online, in the 1990's, he worked in database architecture, network architecture,
web development and design, information architecture,

A Interview At Efma 's Retail Payments Week
This paper is based on a talk presented at EFMA's Retail Payments Week in 2014 by Artefact's co–
founder and Principal, Rob Girling. By focusing on the customer experience, banks could shift their
role in the consumer's life from payment processors to trusted advisors. [Anecdote about
comparison shopping or a pain point] It's official: We are living in the age of the customer. With
real–time access to all sorts of information like prices, loan rates, product features and competitors,
technology has empowered consumers to be more informed than ever before. As a result, consumers
are causing disruption across every industry, even in banking and finance. The key to keeping these
consumers is positive customer experiences that build solid ... Show more content on
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This isn't just happening in the digital world, we're seeing it take place across nearly every industry,
from healthcare to finance. Over the last decade, we've witnessed massive international companies
vanish and be replaced by new services with much better customer experiences. These services
provide entirely new benefits, such as instant access, incredible product variety and lower price
points, completely disrupting the industry in favor of the customer. Take Blockbuster for example.
At its peak in 2004, the movie giant was operating more than 9,000 stores. Enter Netflix, an entirely
new player in the game that offered mail order DVDs and on–demand video and streaming services
online. Suddenly, making the trip to the local Blockbuster was just too much of an inconvenience. In
2013, unable to innovate and provide customers with a better experience, Blockbuster rented out its
last movie, aptly titled, This Is the End. This example demonstrates how even massive companies
can fall if they fail to innovate for the consumer. Not only that, but new startups and entrants to the
market are blurring the boundaries between industries as they create new kinds of services.
Traditionally car companies and transit systems did not think of services like Car2Go, Uber and
Zipcar as competition. Similarly, hotels did not realize they would eventually compete with AirBnB,
and banks did not think of Funding Circle, Lending Club or Kickstarter as competition until very

Tesco Critical Lens
MKTG 441
Erickson Fenton and Crystal Lobdell
Case Analysis 2: From Apples to Zoom Lenses
1. What was the rationale behind the extension of Tesco from a brick–and–mortar food retail
business to online food retail (Tesco.com) and to both offline and online non–food retail (Tesco
Direct)? How has this extension helped Tesco manage customer relationships more effectively?
The main rationale behind why Tesco decided to extend their services online was to implement a
better–quality service by changing the rules of the game through easing the process of grocery
shopping and making it more effortless and convenient for its customers. Tesco's motto is "Good,
Better, Best" they strive for perfection and continued improvement. The expansion of non–food
items allowed customers to make Tesco's a one–stop shop for all their wants and needs. Tesco's were
interested in making changes to improve customer satisfaction thus the reason to implement online
services. This new rationale has helped Tesco meet their customers' desires and demands, attract
upper market segments, become more cost–efficient, increase home delivery accuracy, and to collect
data about their customers' purchase habits. One of the major advantages of Tesco Direct is
customers are able to pick their products online and have them ready for pick up when the customer
desires, this has allowed Tesco the opportunity to expand their customer base. Online orders allowed
Tesco Direct to manage customer

Why Is Customer Experience Is At The Heart Of Digital...
Why is Customer experience is at the Heart of Digital Transformation?
Hook: With the age of the customer upon us, how can businesses provide a frictionless customer
experience?
One of the major benefits of the digital transformation is the ability for businesses to achieve a
much closer relationship with the customer. Businesses must make critical adjustments to their
customer experiences that align with the digital shift to remain relevant in the eyes of the customers,
partners and employees.
451 Take
The essence of putting digital at work in a 'transformative' way is to ensure that data and insight are
embedded into an automated process, connecting divisions, back office and front office, to eliminate
manual processes to more effectively engage customers, partners or employees. As a result,
businesses must invest in in new technologies and processes to enhance customer experience.
As a result, enterprises must streamline the process that customers use to interact with a business to
ensure that the systems used for customer engagement enhance the process and provide accurate
information sharing with various back–end systems of record. Access to information must be more
responsive and immediate in the age of the customer. The end goal is for businesses to phase out
analog and paper–based processes, which are error prone and consumer manual effort.
Intro
Businesses are struggling with adjusting to the age of the empowered customer and their demands.
There are forces of

Customer Relationship Management ( Crm ) Essay
CRM: Customer Satisfaction, Customer Loyalty, and Firm Profitability Customer Relationship
Management (CRM) is a tool that helps track, manage and supply information about customer's
interactions with an organization to help contribute to customer satisfaction that leads to customer
loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts
on the most profitable customers, target new potential customers, and generate sales and maintain
relationships with customers contributing to a greater market share.
Questions
Effective CRM Programs
Question 1: How can an effective Customer Relationship Management program be used to identify,
retain, satisfy and retain customers?
An effective Customer Relationship Management (CRM) program can be used to identify, retain,
satisfy and obtain customers by using technology to optimize strategies for understanding
customers' needs to manage business interactions with current, former, and prospective customers.
Additionally, CRM also enables companies to maximize internal, external, marketing and customer
service operations to better address the needs of the customer building a better relationship with
customers that a more profitable. (Ahmad & Buttle, 2001)
Using a CRM program is an effective tool to track of core customers' needs and wants then
individualize those needs with your products and services that match those needs. Moreover, the
CRM program can keep track of contact,

Application Of Advanced Micro Devices
Advanced Micro Devices (AMD) is a customer–oriented company that manufactures computer
processors and memory chips and supplies its products to various technological companies
worldwide. This corporation's overall strategic objective is to be "more efficient, more responsive,
and intensely focused on delivering innovative solutions that its customers want and need to
succeed" (Syed, 2006). AMD has become a leader in customer relationship management through its
Customer–centric Innovation philosophy. This philosophy focuses on three major components–
differentiation, solutions, and connections. According to Abdul Samad Syed, AMD's main goal of
this customer relationship model is to, "help customers achieve results by giving them differentiated
products and services, enabling complete solutions with our ecosystem partners, as opposed to point
technology and collaborating efficiently by sharing customer data with our connections" (Syed,
2006). This philosophy is what makes AMD's customer relationship management superior to its
competitors and truly gives the company a competitive advantage in the tech industry.
AMD accomplishes its Customer–centric Innovation by segmenting specific areas in which this
model would be successful–marketing spend management, channel management, and global
services. With the analysis of feedback from customers and final consumers to review products and
identify customer wants and needs, AMD accomplished its goal and integrated global customer

Essay on The Key to A Successful E-commerce Site
The Key to A Successful E–commerce Site
Despite the rapid growth of E–commerce sites, 43 percent of the them fails, and the difference
between the success and the failure is consumer experience, according to Ecommercetimes.com.
The Dotcom Survival Guide reported there is still one resource left untapped that can save dotcoms
from failure. It's the one resource that historically is most ignored in favor of ads, press, and flashy
features yet it's the one resource that can lead dotcoms to survival. That resource is customers.
Customers can provide the revenues needed to attain profitability. Customers can give the word–of–
mouth marketing to drive traffic. Customers can give the feedback needed to continually improve
the website. ... Show more content on Helpwriting.net ...
It's important to remember that the customer experience is a strategic issue, and not just an
accumulation of tactics. In fact, it's the most strategic issue an e–business can work on. A dot–com's
strategy should be directly based on the customer experience.
Improving the customer experience can lead directly to higher revenues. On an e–commerce site,
building a great customer experience makes it quicker and easier for customers to buy, raising the
conversion rate. On high–volume e–commerce sites, raising the conversion rate by one tenth of 1%
can add as much as $10 million in incremental revenues per month. The customer experience is the
key to dot–com survival. To survive, dot–coms must improve their customer experience.
HOW TO CREATE A GOOD CONSUMER EXPERIENCE?
More and more users with minimal technical expertise are getting online, and they are demanding
simple, fast, easy–to–use e–commerce sites. The Web makes switching (to a competitor) fast, cheap,
and as easy as typing in a new URL.
To better understand the value of a good customer experience, creativegood.com has provide the 3–
M's framework.
· Medium. The Web is a constrained medium: screens are small, modems are slow, and users are
technically inexperienced. Despite all the hype about futuristic potential online, the true way to
succeeding online is to create good customer experiences that work within the constraints of the
Web.
· Marketing. The Web

Process Design Essay
Process Design Matrix– Executive Summary
OPS/571
February 15, 2016
Teresa N. Banks
Process Design Matrix & Summary
The product design of Mary Kay focuses on the product life cycle, but a service design focuses on
the services provided and customer experiences. The production process, when manufacturing a
product, it must go through several stages of the product life cycle. The difference in a product and
service design is putting the focus on people instead of the thing. The service process focuses on
how well the company production system works
Mary Kay Products
Design focal Point: The need for qualified products helps show customers they are getting a safe
product to better their life. Mary Kay is a large company ... Show more content on Helpwriting.net
...
Quality:
Mary Kay has several self–service approaches, such as place orders online for faster service, choose
a method of delivery and method of payment. Mary Kay receives the order from a customer,
processing delivers to warehouse for product and packaging, warehouse delivers to shipping
company, and the shipping company delivers to the customer.
Process Design Matrix
Process Design Aspect | Mary Kay (Service) | Mary Kay (Product) | Design focal point | Customer
satisfaction, reliable service | Quality Products, variety, income possibilities | Strategy | Speedy
delivery, personal attention to each customers | Continuous production sales | Process design
approach | Easy access to online ordering, high customer attention, one on one service | Stay upon
competitors and offer competitive products | Process map | Clearly defined by a process flow chart |
Process Flow Chart & engineering specs. | Process Performance Measurement | Cycle time fom
beginning of customer contact to the end. | Production cycle, continous flow, and quality, assembly
line production | Factory location | Close to customers approach | Shipped from Dallas, TX to
multiple areas. | Facility layout | Based on the consultant. | Main focus is product efficiency |
Process design | Process design target will effect the customers directly | Customers are not involved
only in the beginning stages. | Scheduling | Flexible hours

Importance of IT Support Systems
Form of support is one of the important aspects in every organization. People in support team have
responsible for helping, distributing, and maintaining the condition of computer and customer or
user satisfaction including hardware, software, and multimedia resources. By helping students, and
staff in the faculty about the correct way to use the technology, they also gives a one–to–one contact
for end–user support. Support team provide offers for a wide range of services including help desk,
call center, audiovisual distribution, manage computer labs, electronic hardware in the classrooms,
and knowledge about technology. According to Bryan Ruby (2007), it is unlikely to find a single
person in any modern office that could not be considered a user of IT. Most organizations nowadays
provide services to their employees or user with some level of support for IT systems and the
method used to provide the support from one company to another. On the other hand, user support
function or on–to–one support include provide software and application help and troubleshoot to
users, by installing, configure the software, and also the maintenance of existing application
programs. One–to–one support also provide guide and manual to the user, give documentation help
the new and updated application, organize user training, verify the software licensing, and install
application regarding user security such as antivirus, malware security and firewall. According to
Chris Mackey, the important

Customer Complaints At The Hospitality Industry
Abstract
This paper delves into the realm of customer complaints in the Hospitality Industry. Issues that
relate to customer complaints in general, complaining as a process, the impact of customer
complaints, the most common complaints in the Hospitality Industry, hotel brands with the highest
rate of complaints, and handling guest complaints are discussed.
By examining the use of the 'LEARN Model' to settle guest complaints by using the 5 elements of
Listening, Empathy, Apology, Reaction and Notification.
Themes explored include the value of complaining, customer satisfaction, widespread industry
complaints, and tools and methods of resolution.
Conclusions are presented as to the value of the discussed techniques and procedures in ... Show
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Barlow and Møller claim that complaints are not problems to be avoided but gifts to be welcomed.
They also write that complaints are important for several reasons, including:
You don't know how to improve your product or service if you don't know what's wrong.
Customer complaints can give you ideas for new products and services.
Complaints give you valuable information about what's important to people and what they're willing
to spend money on.
Complaints also tell you that the customer still wants to do business with you –Most customers don't
complain – they just take their business elsewhere, because they've given up hope of getting what
they need from you.
Complaining as a Process:
Landon (1980) also argues that it is extremely useful to study the complaining process and that
companies can benefit greatly from the process of endeavoring to understand the causes, types,
motives, and style of consumer complaining. The author explains that the complaint process
involves the consumer 's evaluation of dissatisfaction and the choice to make the dissatisfaction
known. The interaction between the consumer and the responsible party represents a process of
confrontation and negotiation.
Impact of Customer Complaints:
General knowledge is that customers are more perceptive to losses than gains which means that
worse–than–expected service is more damaging than better–than–expected service is beneficial
(Rust et al. 1999).
As asserted by

Case Study Of Erste Group Bank AG
Erste Group Bank AG was founded in 1819 as the first Austrian savings bank. It went public in
1997 with the strategy to expand its retail business. Nowadays, around 46.000 employees are
serving over 16.2 million clients in 2.700 branches in 7 countries: Romania, Czech Republic,
Slovakia, Hungary, Croatia, Serbia, and Austria where the Holding is located. Erste Group is one of
the largest financial services providers in Central and Eastern Europe.
The main business of Erste Group Bank AG is retail, offering a variety of products and financial
services. Nevertheless, a large portion of the revenue is brought constantly by the corporate and
SME customers. Erste Group is concentrating its attention to support corporate clients in financing,
investment, capital markets and interbank market operations.
Erste Group is driven by 5 core competencies which give a common understanding to the
employees that the customers always come first. The core competencies are valid Group–wide and
create the foundation for a consistent experience for all customers of Erste Group. The employees
aim to be unique and to bring contribution to the leading bank which is serving private and
corporate customers in the central and eastern part of the EU. The core competencies themselves
stay the same Group–wide. The ... Show more content on Helpwriting.net ...
Aside from its internal business development, the team also had to reorder various external
requirements both as a public company and as a credit institution, which is subject to comply with
requirements of the European Banking Authority. The financial division took immediate actions and
acquired a common financial platform for all the group members, offering to the employees a clear
vision over the individual financial performance and the group

How Customer Experience Affects Your Brand
Customer experience is the focal point of brand strategy.
Building stronger brands means companies understand their consumers' priorities.
In a 2016 Marketing Week survey, 83% of marketers said they "believe customer experience is now
more central to their role than it was five years ago." Translation: Customers want to enjoy more
than just products and services.
"In other words, if you want that next sale, if you want good word of mouth, and if you want to keep
your customers, it 's unlikely that anything else you do matters more than delivering a superior
experience," writes Harley Manning, a Fast Company contributor.
CMOs and branding experts realize that the customer experience matters. Therefore, they are
changing their marketing strategies to reflect these findings.
Create a brand strategy that centers around improving your customer experience.
How Customer Experience Affects Your Brand
Failing at the customer experience can have a significant impact on branding.
Mishaps waste your team time and money. Plus, distraught customers buy from competitors and talk
negatively about your brand.
According to a MarketingSherpa survey, 22% of consumers stop recommending products all
together after a bad customer experience.
Moreover, a whopping 42% of surveyed customers actually sought brand competitors and even
disparaged the brand via word–of–mouth or social media.
Len Markidan, head of marketing at Groove, says, "Just because you can grow your business
without a

The Future of Customer Experience and Customer Service by...
Brief of the case study:
The Future of Customer Experience And Customer Service By BlackBerry
http://www.youtube.com/watch?v=6TQtrXyeIhY&feature=share
I have chosen a video released by BlackBerry recently, as my case study for this assignment.
This case study makes us aware of the potential future of customer experience management with the
advances in technology.
Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or
services, over the duration of their relationship with that supplier. From awareness, discovery,
attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an
individual experience over one transaction; the distinction is usually clear ... Show more content on
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There are hundreds of examples, with more coming every day.
The point is these increasing levels of digitally driven personalization allow customers to choose
what they consume, from whom, and how they interact with and consume it. These digital
experiences are training smart customers to expect everything, from every company–product,
services, experiences, and more–to be customized in a similar manner. When it comes to innovative
customer experience, this all leads to one word: personalization.
'One Size Fits All' Simply Doesn't Fly Anymore. And It Doesn't Have To. No company can afford to
or needs to deliver a fully customized "ideal experience" to each individual customer across the
range of digital, human, and static touchpoints and interactions.
The fact is, some customers are simply worth more than others, and it takes a great deal of
intelligence for companies to figure out what the "right" experiences are for any given group of
customers, much less how to personalize them.
The good news is, "smart touchpoints" and the data they can produce, combined with the ability to
analyze the digital breadcrumbs and data that surrounds almost every customer, means that any firm
of any size has the tools for intelligent personalization at hand.
Starting with what can be the biggest step, a firm needs to be willing to adjust its offerings to the
needs of individual customers based on an understanding of what those individual

Wal Mart
INTRODUCTION
DEFINITION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Customer Relationship Management (CRM) is the core business strategy that integrates internal
processes and function and external network, to create and deliver value to targeted customer. It is
grounded by high quality customer–related data and enabled by information technology.
CRM is information industry that helps company to manage the relationship between customer and
the organization. A company builds a customer database to know their customer better. This
customer database describes relationship in sufficient details so that the organization, management
and other related people can access the information easily. The company will understand more about
customer's ... Show more content on Helpwriting.net ...
For the 21st century, Wal–Mart becomes most successful retailer in the world. It employs more than
2.1 million associates and direct employees. The stores of Wal–Mart serve more than 176 million
consumers worldwide annually.
Sam Walton and Wal–Mart organization have been successful in setting an example about
maintaining value and managing the never–ending growth and success.
WHY IMPLEMENT THE CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Basically, every company has customers, and every company should maintain some basic
information about those customers such as names, addresses, purchases, contracts, invoices, etc.
Therefore every company should have at least some basic "CRM Technology" to track and serve
their customers. Even small businesses use Outlook, Quicken or other applications for this purpose.
If use Microsoft Outlook for daily communications, calendaring, tasks and appointments and need a
way to track sales leads and opportunities, to share data across sales representatives, to improve the
understanding of sales process, to communicate with a broad groups of people on a one to one basis,
to improve business process in the most important area such as sales, and need a reporting system
that beats multiple excel spreadsheets, then need a complete CRM solution.
Why? Because CRM software can increase profitability for business by reducing current operating
costs,

Customer Centric Organization Of Fast Vision Products And...
Lenscrafters have differentiated themselves as unique providers of fast vision products and services
above their competitors. Specifically, the company 's strengths are based on its timely 'glasses in
one–hour ' service, the broad range of brand selection and the great customer experience in their
stores. Clients can, thus, be served within an hour through a lab consultation where a customer can
choose eyeglasses that meet their most needs. The firm surpasses competitors through offering the
latest brands with customized payment plans such as flexible credit offers at their Optometric
service shops. They provide excellent customer service experience in their on–site labs where
personal consultants offer eye examination and frame selection advises that suit client needs.
Lenscrafters have created a customer–centric organization that upholds customer relationship
management strategy as their competitive advantage.
The primary operations management activities include operational planning, designing of goods and
services, resource planning and capacity management, quality control and inventory control affect
the outcomes of customer contact with a company 's goods and services (Cordón, Sundtoft, &
Seifert, 2013).
The operations management activities of a service firm such as Lenscrafters determine the level of
service quality as perceived by the clients; hence, the amount of entertainment the experience
provides. The operations management concept revolves around all the

What Internal Pressures Are Impacting On The Organization
Q1 What internal pressures were impacting on the organisation in your situation, and how did the
organisation respond to those pressures?
Kaplan International is the type of company that relies its sales growth on technology. The
organisation uses a wide range of online marketing options in order to get the attention of potential
customers and create lead generation. To create leads is the term the company uses for acquiring a
new potential customers' contact details that can lead to a closed deal. As web technology is the
main tool to increase sales, Kaplan International needs to improve their websites constantly by
making them more user friendly. This improvement can go from changing the website's colour to
creating a new navigation structure. And this was the challenge Kaplan International had to face two
months ago, when its growth sales report was released to web marketing and sales department
managers, stating that the sales numbers were lower than last year. According to the report the
current website was not generating as many leads as usual. This change in numbers was the result of
people just clicking on the company's website, but never filling forms in order to request further
product information.
The main internal pressure Kaplan International had to confront was to increment its leads. As
technology affects most operations within Kaplan International, effective decision–making was
crucial for the company's improvement. Key questions such as: "How do we

Positioning Statement : Group Leader Customer Service
Positioning Statement – Group Leader Customer Service – Neil Ramsay
Past
Customer service is a highly visible and significant aspect of organisational performance and
reputation. A professional image is created through reliability, courtesy, service orientation and a
commitment to quality, as well as treating each customer with dignity and respect. A substantial part
of my experience has been in supervising and developing teams in environments with a strong focus
on quality customer service. I understand the dynamics and pressures for team members working in
this environment and the need for access to clear, practical information resources for both customers
and staff, as well as useful support structures and mechanisms for customer service staff.
I have been responsible from the front line to the executive level for the development of systems
and processes for customer service. I have experience in talking at the executive management level
about the importance of excellent customer service with the capacity to effectively advocate for
improved sponsorship and support. I am also able to talk on a practical level with operational staff
who are dealing as first point of contact with customers.
I have extensive management experience and I have received a range of university based training
and short course training in many areas of management (including courses at the executive level)
covering program and project management; customer services; communications; planning and

Why Is Customer Relationship Management?
How and why is Customer Relationship Management (CRM) important to sports marketing
managers?
Introduction
In the past two decades, huge marketing and mass marketing have been changed competitive
landscape due to growing goods available for consumers. Proliferation of business activities would
focus on customer relationship management, which is to achieve competitiveness (Chen et al.,
2003). As the concept of customer relationship management has a significant change, there are a
variety of CRM definitions depending on the angle of view. An important concept in customer
relationship management is customer value. Customer value is the customer relationship to the
enterprise 's financial value. It can be reflected in the contribution margin or net profit. Customer
value is widely used by enterprises to evaluate their marketing efforts.
As mentions above, Kumar et al. (2012) have provided a new definition of customer relationship
management refers to the collection, storage and analysis of customer information, and the results
into the practice of enterprise decision–making process. This also pertains to the automation,
enhancement and integration of core business processes, such as production, operations, sales,
marketing and finance. The power of customer relationship management in its adaptability to further
business, and even the performance of the entire business of any individual activities, business, and
even the performance of the entire business of any individual

4 Things a Service Company Must Get Right
Article Summary
The article written br Frances Frei deals with the idea that for firms to be successful, they must first
realize that the customer can greatly hinder or help them succeed in their goals. Frei describes that
the customer is an integral part of production in a service company and there are four elements that
must be combined in order to fully succeed in customer service. Learning from the customers is one
of the most important parts to succeeding and combining these elements in order to ensure this
success. The problem the article addresses is how to combine these four elements in order to gain
the most success out of a service business. The four elements are the offering, funding mechanism,
employee management system ... Show more content on Helpwriting.net ...
There was one particular client that seemed to never be happy with the final outcome of the projects.
The projects were a very small portion of profits (10,000 in a 10 million dollar company) and the
hassle that the client provided was not worth the cost. I remember having discussions with
management regarding the complaints of the client and how the project profit was being outweighed
by the cost it took to keep this customer happy. We had to re–pour the refractory 3 times until the
customer believed it was acceptable. The company eventually dropped the customer because they
recognized the costs outweighed the profits. It is one thing to provide poor service in which the
customer has a right to complain about, however, the company felt that its production was quality
and the customer was being too picky. Because our economy is becoming highly service based (with
regards to the companies), it is clear that this article is of high importance. A strong balance of these
four elements could mean a great amount of success to a service based company. It is imperative
that management find the right balance of each of these elements to ensure the success of the
company. Also, because customers' attitudes and opinions are always changing, it is important for
all management teams to constantly assess the effectiveness of the

My Internship At Orchestra Technology
Brief Narrative
I continued my Internship at Orchestra Technology with the intent to further enhance my knowledge
in the field of data sciences. The projects that were assigned to me over the summer were
completely independent of supervision. These projects helped me gain further insights in the
different techniques used for data extraction, data massaging and data analysis. The projects also
helped me gain experience in the field of telecommunication networks and helped me work on my
leadership skills as I was also helping out new interns with the knowledge transfer of the
technologies that I was working on.
About the Organization
Orchestra Technology is a specialist technology partner for the Communication (Wireless and
Wireline) eco–system. Orchestra Technology provides a focused set of services and products to help
its customers manage and optimize network performance, roll out new services faster and cost–
effectively, and improve overall customer experience. Focused on quality and a rigorous approach to
project management together with network of seasoned professionals, Orchestra
Technology delivers products, projects and managed services in a cost effective manner. Orchestra
Technology strives to ensure that our team serves as a virtual extension of our customers' teams and
work seamlessly to ensure successful execution and completion of projects. Orchestra Technology is
proud to be a Minority Owned Business Enterprise. Led by an experienced management team,

Online Customer Reviews Is An Essential Component Of...
According to Internet World Stats, there are 3,611,375,813 Internet users around the world as of
June 30, 2016. Because of this, online customer reviews have become a vital component of
businesses and are considered by many as a form of "social proof" where people take the word of
others as proof that a particular product or service is valuable and worth getting.
When a potential customer conducts online research about a product or service from a business with
many great reviews, it makes it much easier for them to not only trust the company but also
purchase those goods because of the social proof shared online.
On the contrary, businesses with a shortage of great reviews don't get the benefit of the doubt from
potential customers. Worse yet, having zero reviews is just as detrimental as having negative
reviews.
With this in mind, it's crucial that Experts Exchange members do their best to get their existing
customers to share their reviews online as a form of social proof for potential customers.
Try Asking – It Never Hurts
If you're new to getting reviews, it may seem a bit awkward to ask customers to assess your
business and share their opinions online about the products or services purchased. But don't let that
stop you. Like the old adage goes, "ask and you shall receive."
So instead of feeling hesitant, you need to just simply ask your customers to leave a review. In
parallel, you must also train your staff to make it a point to ask customers for a review as

Measuring Customer Satisfaction Impact On Business
Measuring Customer Satisfaction Impact on Business Successful organizations today, typically all
have one thing in common, great customer service and an effective means for measuring overall
customer satisfaction. Whether the industry is sales or hospitality, the customer is internal or
external, customer satisfaction is the key to an organizations overall success. Each one of us can
think of great customer service we have experienced, but more importantly, human nature is to
dwell on the bad experiences we have endured. In most organizations, operations managers play a
key role in analyzing the customer experience, learning from the good and bad, and using this
information to drive a customer centric culture. Thorpe (2012) conducted interviews with retail
customers and found that most do not believe organizations take customer service and satisfaction
seriously. The reality in today's business world is organizations are placing the customer experience
at the top of the list, primarily due to the vast competitive landscape and the continued increase in
e–commerce. Organizations that are having success are listening to the consumers, building the
customer experience through specific customer service measurements, therefore differentiating
themselves from the competition. In this paper, I will discuss several ways organizations are
capturing data to measure the customer experience. Additionally, I will present some of the
quantitative and qualitative performance

Cultural Habits Of Southwest Airlines
1.1.2. "Cultural habits" of successful consumer–oriented companies
In the quest to improve the customer experience and customer loyalty, it is helpful to consider the
"cultural habits" of successful service organizations.
Cultural Habit #1: Delivering a great customer experience is a way of doing business – it is not just
a program.
Southwest Airlines began at Love Field in Dallas. They became the "love airline" with the flashy
flight attendants and the most entertaining flight experience. The President Emeritus, Colleen
Barrett, has a favourite saying about Southwest Airlines: "We are a Customer Service Company; we
just happen to fly airplanes."
Companies who lead in customer service do not legislate it with policies and procedures – they ...
Show more content on Helpwriting.net ...
The company continues to lag in its industry in customer ratings, stock price and profits. Customer–
focused companies measure service and sales, sometimes in unusual ways, and then share it so it is
relentlessly applied to achieve better results.
1.2. Customer experience as a competitive advantage
The 2016 Digital Marketing Trends Report by Econsultancy and Adobe asked companies to indicate
the single most exciting opportunity for their organization in 2016 – and for the third year in a row,
the same answer came out on top – "Customer experience".
In fact, companies who successfully implement a customer experience strategy achieve higher
customer satisfaction rates, reduced customer churn and increased revenues. Furthermore, research
by American Express found that 60% of customers are willing to pay more for a better experience.
(American Express, 2011)
Customer experience is defined by interactions between a customer and an organization throughout
their business relationship. An interaction can include awareness, discovery, cultivation, advocacy,
purchases and service. 50% of customers use a company more frequently after a positive customer
experience (Brookes,

Business Analysis : Four Seasons Hotels Essay
Four season's hotel Four Seasons Hotels and Resorts have a worldwide presence running more than
60 properties in over 25 countries. Among them are luxurious hotels and top destination spots,
making Four Seasons a leading player in the hospitality industry. Its unique management style has
enabled it to clinch the top position and becoming a world–renowned brand. The company has
geared its efforts towards creative innovative ways to address the needs of their guests while
maintaining a high ethical code in all aspects of the business (Hallowell, 2003). Four Seasons Hotel
and Regent Hotel brands are the managers of most of the properties. The brand originates from
Toronto, Canada where Lsadore Sharp opened the first hotel in 1961. His vision was to develop a
chain of luxurious hotels providing quality services and facilities.
Hypothesis
"Customer is King, if your business lacks customers, it cannot succeed". Four Seasons have been
able to create a recognizable brand that provides luxury and ambience for its customers in attractive
locations around the world. Their target market is clients who understand the value of a luxurious
environment coupled with quality services. This paper will focus on various service theories,
implement them on Four Seasons Hotel, and look into how well they fit in their model.
Customer Relationship Management
A deep understanding of the Customer Relationship Management is crucial for a company's
survival. This theory focuses on a company's first

Customer Relationship Management
CUSTOMER RELATION MANAGEMENT
MODULE CUSTOMER MANAGEMENT
LECTURER DR GEOFF WINTER
TOPIC CUSTOMER RELATION MANAGEMENT.
SUBMITED BY MUHAMMAD AMIR
I.D. 39644
GROUP D
TABLE OF CONTENT
1. EXECUTIVE SUMMARY
2. DEFINITION OF CUSTOMER RELATION MANAGEMENT
3. QCI CUSTOMER MANAGEMENT MODEL
4. DISCUSSION
5. CONCLUSION
6. CITATIONS
EXECUTIVE SUMMARY
This paper discuss the Customer Relationship Management concept through customer satisfaction
maximization and customer retention driven by drivers of quality, IT and database marketing. This
paper gives an outline of QCi elements to assist a argument on how the ... Show more content on
Helpwriting.net ...
It needs to deliver the right information to the relevant people at the right time so that they can

achieve their role in managing customers.
Technology covers
Sourcing and understanding customer information
Information planning and quality management
Functions of existing systems
Review of current systems
Development of new systems
4 People and organizations
An organization's front–line staffs need to be recruited, trained, developed and motivated to deliver
high standards of customer relations. Key elements are an organizational structure that supports
effective customer management, role identification, training requirements and resources, and
employee satisfaction.
People and organizations covers
Organisational structure
Role identification
Competency definition and gap analysis
Training requirements and resources
Objective setting and monitoring
Supplier selection and management
5 Process management
Where customer contact can take place at several different points, process can be difficult to
implement and manage. Clear, consistent process for managing customer relations need to be
developed and reviewed in the light of changing customer requirements.
Process management covers
Process identification and documentation
Process

Advantages Of Suite CRM
Suite CRM is a one of software which is very popular among customer relationship management
(CRM) system of Sugar CRM. It is an open source alternative application and free to use. The
application is enterprise ready and scalable to suite any business size or requirement. It can support
customer experiences by delivers actionable perceptions into customers, boost conversions, help
surge sale, bolster customers care and innovation. It also can automate and streamlines business
operations. Fresh desk is a cloud–based customer support platform enables all sizes companies to
provide great customer service. The company goal is makes easy for brands to communicate with
their customers get in touch with businesses. The idea for the company founder ... Show more
content on Helpwriting.net ...
It also can integrate with ERP system, Google apps, telephony, Chat tool and Pay Pal. Suite CRM
scales to thousands of users. Besides, it is able to backup and recovery. Cloud backup technology is
using in order to back up everyday data and application. Regular disaster exercises had been done to
ensure it can restore the data. However, the advantages of Fresh desk is allows users to automate
and monitor necessary workflows in IT. Its Google Apps plug in offer additional services without
change any touch points. Besides, it is a smooth process to transition to Fresh desk and start
working on it. Customers can access their ticket status and ticket history, and give ratings by using
this app. The software also offers the basic metrics to help them get insight on the effectiveness of
help desk processes. Fresh desk is a better choice than handling support through email. The app
keeps responses from customers together and offers useful features for sharing support
responsibilities with other agents. It helps to provide a coordinated response to customer questions,
general feedback, and queries for product information. Both agents praise that Fresh desk is user
friendly. The customer portal is simple and uncluttered, and easy for customers to give feedback
about the issue that they

Customer Experience Management: the Value of ‚ÄúMoments of...
Customer Experience Management: The Value of "Moments of Truth" Part 1 of 2 By Bob
Thompson CEO, CustomerThink Corporation Founder, CRMGuru.com May 2006 Compliments of
Copyright © 2006 CustomerThink Corp. All Rights Reserved. Licensed to RightNow Technologies
for Distribution Customer Experience Management: The Value of "Moments of Truth" Table of
Contents Executive Summary ..................................................... 1 What Is Customer Experience
Management? ............. 2 How Important Are Experiences to Your Customer? ... 6 Emotions Make
Experiences Memorable .................. 10 Getting It Right at "Moments of Truth" ....................... 13
Living Your Brand ... Show more content on Helpwriting.net ...
In a second paper, we'll analyze CEM from the enterprise perspective, and highlight performance
gaps and methodologies to improve customer experiences while driving loyal and profitable
relationships. Consider what customers had to say in our recent survey. Some key findings include
the following: In earning their loyalty, customers rate their quality of interactions with an
organization as equally important to the quality of the goods or services purchased. Off–shoring and
IVR initiatives, popular methods to cut the cost of customer interactions, have not improved
customer experiences for more than 90 percent of survey respondents. In contrast, investing in
employee training and Internet–based sales and support has generally had a more positive effect,
improving customer experiences more than a third of the time. Post–sales service/support activities
are the most likely to generate a "memorable" experience, either positive or negative, because of the
strong emotions that often result in problem situations. Memorable experiences build loyalty–31
percent of customers in the survey recommended the company to a friend or colleague, and 19
percent increased their purchases. "Well–trained and helpful employees" is the top attribute of
companies that provide "consistently excellent" customer experiences. Copyright © 2006
CustomerThink Corporation Licensed to RightNow

An Organization That Put The Customers At The Heart Of Its...
Recently, CXP conducted a survey to get the view of the employees about MBPS being an
organization that put the customers at the heart of its operations. Here is a chart showing the Oct 14
vs. Sep 29 results. A month after the launch of CXP Sharepoint Site, only 65 people responded with
43 or 66% says that MBPS completely put the customers at the heart of its operations; 19 or 29%
partially agreed with the statement; while 3 or 5% responded negatively. Interestingly, it only took
10 business days to increase the number of respondents into 264 on Oct 14 with 214 (81%); 45
(17%); and 5 (2%) responded yes completely, yes partially, and no respectively. The difference is
599% greater than the Sep 29 results! That is a huge number of responses from MBPS staff in a very
short period of time! I can only think of one reason for that which is the Customer Experience
Week.
Last October 5–9, CXP held a Customer Experience Week in both Manila and Cebu sites. The said
week is a jam pack of exciting activities to uphold customer service and honor and recognize our
everyday heroes who serve and support our customers' everyday. The week started with a
recognition day promoting the applaud site. This was followed by a poster making contest with the
theme of identifying "Who we are and what we do". Then on the third day, a team photo contest was
held in Manila site and a Dubsmash contest in Cebu. Before the Superhero fashion show and the Mr.
and Ms. Everyday Heroes contest on the

Quality Monitoring And Coaching By Dr. Jon Anton And Anita...
My mind was racing after a recent #ICMIchat on the subject of contact center quality programs. As
the group exchanged ideas I felt inspired to develop my qualities philosophies into something you
could implement to improve your quality program today!
This might sound familiar – a 100+ point quality form that covers everything from how to answer
the phone to the number of times you should use the customer's name. Line by line the agent is told
all the ways they could improve with a final "pass/fail" score.
As Ladona Stork discusses in her article, Why You Should Stop Nit–Picking Your Call Center Rep 's
Work, line by line nit–picking doesn't work. Specifically, Ladona points out 2 common issues with
this approach:
1. The agent becomes overwhelmed
2. The agent feels unappreciated
Further proving the point, a study titled "Best Practices in Quality Monitoring and Coaching" by Dr.
Jon Anton and Anita Rockwell (free download from Benchmark Portal) noted the most common
negative feelings expressed by agents regarding their quality evaluation program:
¥ They are only trying to catch me doing something wrong
¥ I am being policed
¥ I feel like "big brother" is watching me
¥ I do not do as well when I am being watched
¥ I get very nervous when someone is watching me work
This isn't news to you. You have heard/experienced this in your center. So how do we do better?
How can we measure the quality of our service and ensure a positive customer experience without
crushing the

Case Study: Identifying And Differentiate Individual...
Identifying and Differentiate Individual Customers
Most companies still cling to a product–centric view even today, basing their business strategies on
revenue and their products or services instead of their existing or potential customers. In other
words, companies focused on selling as many products as they could, with no regard for who was
buying them and why.
Customer Relationship Management (CRM) today has changed the way companies view from
looking to not only improve their revenue and compensation but to make their customers happier,
with the focus on loyalty and retention. CRM technology is used to efficiently and effectively gather
vast amounts of data as well as analyze, interpret, and utilize that data to find solutions to customer
satisfaction strategies, directly targeted on streamlining, improving, and personalizing all the
customer interactions with the company. (Gordon, 2002)
The shift to a more customer focus is because the world of business has changed and customers are
not all equal. In the past, companies focused managing the products and selling the same products or
services to as many customers as possible, regardless of how different those customers were. Today,
customers' wants and needs are the central focus for most companies to give them longevity and to
give them the competitive edge.
Companies use CRM strategies to alter the customer experience to move beyond the sales focus to a
relationship with the customers that meet the needs of

Proposal On Customer Relationship Management
MKT5645 Customer Relationship Management
Individual Assignment
ZHANG Yang 53842708
Proposal:
Nowadays, more and more enterprises, especially hotels, put specific emphasis on the management
of customer relationship. They start to notice that today's market is no longer the enterprise–oriented
market, while turns to be customer–oriented. Customer Relationship Management (CRM) is a series
of commercial activities that are designed to help a company obtain and maintain the closer and
long–term relationship with customers, so as to understand more about each individual, and then
create value for them. Thus, customers can be more valuable to the company as well. In order to
implement CRM strategies, the company needs to utilize advanced information ... Show more
content on Helpwriting.net ...
Take Island Pacific Hotel (a hotel of Sino Group) as an example. It provides different kinds of
services and various living rooms. I have searched for many customers' reviews about this hotel on
some hotel booking websites. [1] One of the most memorable moments for these customers is the
staff service in this hotel. Employees here are vey friendly and patient. Most of them have a sense of
humor. They always provide timely service for their customers. One customer wrote that its staff is
the most special part of this hotel compared to other hotels. The General Manager of this hotel also
participated in the discussion with its customers and replied to their comments. He also said that he
would share these messages with their team members accordingly, which showed that the hotel also
cares a lot about its employees. The other special parts of this hotel that can create magic moments
or delightful experience for its customers include that customers can choose pillows by themselves,
there are music players at the head of the bed, and it also offers different kinds of food according to
customers'

Sap Crm : A Part Of The Sap
SAP CRM is a part of the SAP business suite which enables organizations to direct on strategies for
customer aimed development and to separate themselves and gain competitive advantage in the
market by providing exceptionally good experience to the customers. Managing customer relations
starts with marketing a product to selling the product and ends with after sales service. SAP CRM
includes interaction with customers, distributors, retailers and others to give support with sales,
presales and after sales service.
SAP CRM in an enterprise helps to enhance decision–making ability of an organization, reduce cost
and also to compete effectively and efficiently over the long term it helps to accomplish
differentiated capabilities. The focus of ... Show more content on Helpwriting.net ...
Lead Management–cover areas such as management of multiple interaction channels, web based
leads, dispatch leads
Segmentation and list management–cover areas such as data mining, segmentation of customer and
other information.
Trade promotion management–cover areas such as trade related processes, trade analytics, trade
fund management.
b) Sales–For planning, forecasting and follow up on the sales leads various sales tools are used
which gather key sales information/ data and save salespeople time and efforts. Analytical tools
helps in forecasting future sales activity and other sales related information. SAP CRM offers the
following features:
Sales Planning and Forecasting–cover areas such as collaboration, reporting of forecasting
information, flexible planning
Accounts and Contacts–cover areas such as interaction history of sales, relationship management
information about partners, customers, sales visit
Territory Management–cover areas such as sales territory coverage, sales analysis, monitoring,
management and synchronization of sales force.
Opportunity Management– cover areas such as identify key decision makers, outbound activities,
use of sales methodology, organize competitive information
Pricing and Contracts– cover areas such as sales agreements, negotiation of contracts, processing of
release order
Time and Travel– cover areas

A Report On The Guide
the guide and I stressed how important it is because this is a flagship store we get a lot of visits from
corporate offices and other stores as well. Next thing I had to work on was schedules almost
everyone was schedule against their availability and it was a problem so I printed everyone
availability and had individual's conversations with my associates to see what I could change so it
fits the need of the business and most of them could and they did. the ones that couldn't I did my
best to work with them .so I showed them how to update the availability and when they did I
approved it and then the computer won 't let me schedule against it. They wouldn 't have to be
worried about being schedule when their availability says that they are not able to work at that time.
Plus, the more they open up thier available the better are your chances for more hours. After fixing
all of this I had to do this every day because we had a total of 150 associates so I did for about a
month then we had to work on our customer service score which was bad and our stock it had to be
in order. it 's easier that way to locate them. First as I observe the customer service that was going
on in our dept. which was better by which I was already there for three months. And I realize
something even though their show great customer service thy was not talking about the survey
which scores the department so I had to coach them on how to introduce the survey to the customer
even when they are in a rush

Case Study Of E-Commerce
About eCommerce in India
The scenario of eCommerce in India is still at nascent stage. At present, the success of E–Commerce
relies heavily on the internet and mobile phone revolution which is expected to tranform the way
products reach their customers. In countries like the US and China, e–commerce has already made
substantial gains by achieving sales of over 150 billion USD in revenue. However, the industry in
India is, still at its infancy. In spite of this, over the last few years, E–Commerce has grown
considerably by over 35% CAGR from 3.8 billion USD in 2009 to around 12.6 billion USD in 2013.
Ecommerce deals with the buying and selling of goods and services over an electronic platform,
mainly the internet. These business transactions are categorized into differrent models based on who
the consumer is. ... Show more content on Helpwriting.net ...
Limitations
Many challenges identified during the project required changes at the overall website wide level
which was unfeasible to implement due to the organizational constraints which was a major setback
as the project objective which was to increase conversion rate was linked to a number of aspects in
the value chain and inability to change the obvious problems poses serious future sustainability
threats to the organization. This was a major limitation and was conveyed to the manager.
IV. Suggestion for Future Research
There is a need to emphasise on promoting Snapdeal as a brand to improve customer loyalty. In the
age of predatory pricing and heavy discounts, there is little or no differentiation on the pricing or on
the product differentiation side.
So, it becomes vital to promote Snapdeal as a wholesome brand which people would like to relate
themselves with. Hence, it is time we start portraying it as a well rounded company. Here are a few
initiatives

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