CUSTOMERS SATISFACTION IN UTILITY SECTORS OF PUBLIC ENTERPRISES IN NEPALIAEME Publication
Background - Customer satisfaction is a measure of how products and services
supplied by a company meet or surpass customer expectations. The question is not how
satisfied customers are, but how emotionally attached they are to organization’s
products, services and brands.
Purpose – The purpose of this study is to examine the level of customer satisfaction
in public enterprises of Nepal
Methodology Used – Descriptive and analytical research designs have been used
for the study. Primary data have been collected through the questionnaires using
judgmental sampling from the three public enterprises of Nepal. Questionnaires have
been developed in five scales and mean, standard deviation and coefficient of variation
have been used as tools.
Writekraft Research and Publications LLP was initially formed, informally, in 2006 by a group of scholars to help fellow students. Gradually, with several dissertations, thesis and assignments receiving acclaim and a good grade, Writekraft was officially founded in 2011 Since its establishment, Writekraft Research & Publications LLP is Guiding and Mentoring PhD Scholars.
Our Mission:
To provide breakthrough research works to our clients through Perseverant efforts towards creativity and innovation”.
Vision:
Writekraft endeavours to be the leading global research and publications company that will fulfil all research needs of our clients. We will achieve this vision through:
• Analyzing every customer's aims, objectives and purpose of research
• Using advanced and latest tools and technique of research and analysis
• Coordinating and including their own ideas and knowledge
• Providing the desired inferences and results of the research
In the past decade, we have successfully assisted students from various universities in India and globally. We at Writekraft Research & Publications LLP head office in Kanpur, India are most trusted and professional Research, Writing, Guidance and Publication Service Provider for PhD. Our services meet all your PhD Admissions, Thesis Preparation and Research Paper Publication needs with highest regards for the quality you prefer.
Our Achievements:
• NATIONAL AWARD FOR BEST RESEARCH PROJECT (By Hon. President APJ Abdul Kalam)
• GOLD MEDAL FOR RESEARCH ON DISABILITY (By Disabled’s Club of India)
• NOMINATED FOR BEST MSME AWARDS 2017
• 5 STAR RATING ON GOOGLE
We have PhD experts from reputed institutions/ organizations like Indian Institute of Technology (IIT), Indian Institute of Management (IIM) and many more apex education institutions in India. Our works are tailored and drafted as per your requirements and are totally unique.
From past years our core advisory members, research team assisted research scholars from various universities from all corners of world.
Subjects/Areas We Cover:
Management, Commerce, Finance, Marketing, Psychology, Education, Sociology, Mass communications, English Literature, English Language, Law, History, Computer Science & Engineering, Electronics & Communication Engineering, Mechanical Engineering, Civil Engineering, Electrical Engineering, Pharmacy & Healthcare.
On Friday 22 November 2013 in Stockholm, Implement Consulting Group once again invited the members of the Commercial Excellence Forum to an event of inspiration and discussion with peers.
This time focus was on segmentation – and how segmentation and a better understanding of customer needs and behaviour is a foundation for a more clear differentiation and effective sales approach.
Sebastien Leichtnam talked about his experience in managing sales development within Tetra Pak Technical Service and explained how Tetra Pak has grown their business through the development of segment-specific offerings and services. Tetra Pak has developed a customer segmentation model which is built on customers’ operational maturity as well as their willingness to outsource.
CUSTOMERS SATISFACTION IN UTILITY SECTORS OF PUBLIC ENTERPRISES IN NEPALIAEME Publication
Background - Customer satisfaction is a measure of how products and services
supplied by a company meet or surpass customer expectations. The question is not how
satisfied customers are, but how emotionally attached they are to organization’s
products, services and brands.
Purpose – The purpose of this study is to examine the level of customer satisfaction
in public enterprises of Nepal
Methodology Used – Descriptive and analytical research designs have been used
for the study. Primary data have been collected through the questionnaires using
judgmental sampling from the three public enterprises of Nepal. Questionnaires have
been developed in five scales and mean, standard deviation and coefficient of variation
have been used as tools.
Writekraft Research and Publications LLP was initially formed, informally, in 2006 by a group of scholars to help fellow students. Gradually, with several dissertations, thesis and assignments receiving acclaim and a good grade, Writekraft was officially founded in 2011 Since its establishment, Writekraft Research & Publications LLP is Guiding and Mentoring PhD Scholars.
Our Mission:
To provide breakthrough research works to our clients through Perseverant efforts towards creativity and innovation”.
Vision:
Writekraft endeavours to be the leading global research and publications company that will fulfil all research needs of our clients. We will achieve this vision through:
• Analyzing every customer's aims, objectives and purpose of research
• Using advanced and latest tools and technique of research and analysis
• Coordinating and including their own ideas and knowledge
• Providing the desired inferences and results of the research
In the past decade, we have successfully assisted students from various universities in India and globally. We at Writekraft Research & Publications LLP head office in Kanpur, India are most trusted and professional Research, Writing, Guidance and Publication Service Provider for PhD. Our services meet all your PhD Admissions, Thesis Preparation and Research Paper Publication needs with highest regards for the quality you prefer.
Our Achievements:
• NATIONAL AWARD FOR BEST RESEARCH PROJECT (By Hon. President APJ Abdul Kalam)
• GOLD MEDAL FOR RESEARCH ON DISABILITY (By Disabled’s Club of India)
• NOMINATED FOR BEST MSME AWARDS 2017
• 5 STAR RATING ON GOOGLE
We have PhD experts from reputed institutions/ organizations like Indian Institute of Technology (IIT), Indian Institute of Management (IIM) and many more apex education institutions in India. Our works are tailored and drafted as per your requirements and are totally unique.
From past years our core advisory members, research team assisted research scholars from various universities from all corners of world.
Subjects/Areas We Cover:
Management, Commerce, Finance, Marketing, Psychology, Education, Sociology, Mass communications, English Literature, English Language, Law, History, Computer Science & Engineering, Electronics & Communication Engineering, Mechanical Engineering, Civil Engineering, Electrical Engineering, Pharmacy & Healthcare.
On Friday 22 November 2013 in Stockholm, Implement Consulting Group once again invited the members of the Commercial Excellence Forum to an event of inspiration and discussion with peers.
This time focus was on segmentation – and how segmentation and a better understanding of customer needs and behaviour is a foundation for a more clear differentiation and effective sales approach.
Sebastien Leichtnam talked about his experience in managing sales development within Tetra Pak Technical Service and explained how Tetra Pak has grown their business through the development of segment-specific offerings and services. Tetra Pak has developed a customer segmentation model which is built on customers’ operational maturity as well as their willingness to outsource.
Tactics To Differentiate Yourself From Your Closest Business Competitors Powe...SlideTeam
Introducing Tactics To Differentiate Yourself From Your Closest Business Competitors slideshow. Our competitor study analysis presentation will provide both an offensive and defensive strategic context to identify opportunities and threats of your rivals. This readily available competitive advantage PPT slide deck helps you to explain the competitive strategies that the company uses such as product/service differentiation, and niche strategies. The competitive analysis PPT slides explain the sources of a competitive advantage which include strategic location, customer loyalty, best customer service, strong R&D, etc. Include your key points in this competitive analysis PowerPoint slides and get your ideas across through the help of an additional PowerPoint template by editing the text boxes shown here. Discuss how customer retention strategies enable you to provide and extract more value from your existing customer base. Showcase the potential barriers that can arise during operations by describing the structural barriers, strategic barriers, and statutory barriers. Also, present the right measures to overcome them. Thus, gain a competitive advantage over your competitors by downloading our visually attention-grabbing core competency PPT slide deck. https://bit.ly/2ORlCC5
Product and brand management unit-2
Product Market Evolution: Strategy and Planning. New Product Development: Innovation and New Product Development (NPD), Theories of NPD, Models of NPD, Generic Product Development process.
New Product Introduction, Growth Strategies Intensive, Interactive, Diversification Strategies. Product Portfolio analysis BCG, GE, Ad little. Shell International, Risk-Return analysis.
*************************************
The General Electric/McKinsey matrix
• Shell directional policy matrix
• Arthur D. Little strategic condition matrix
CHAPTER 2: MARKETING PRINCIPLES AND STRATEGIES
Lesson 1: Relationship Marketing
Lesson 2: Customer Value
Lesson 3: Customer Relationship Development Strategies Lesson 4: Customer Service Strategy in the Philippine Business Enterprise.
Resources: Principles of Marketing of Dr. Serrano.
Sample Assignment on Marketing Principles - Assignment Prime AustraliaAdam Jackson
Assignment Prime Australia offer samples to the students on every subject without any cost. We have a certified team of professional writers who are expert in their respective fields. Read this sample assignment on "Marketing Principles" and improve your assignment writing skills. Contact our experts for the best assignment help at affordable price. Place your order now and avail extra discounts on our assignment writing services.
Tactics To Differentiate Yourself From Your Closest Business Competitors Powe...SlideTeam
Introducing Tactics To Differentiate Yourself From Your Closest Business Competitors slideshow. Our competitor study analysis presentation will provide both an offensive and defensive strategic context to identify opportunities and threats of your rivals. This readily available competitive advantage PPT slide deck helps you to explain the competitive strategies that the company uses such as product/service differentiation, and niche strategies. The competitive analysis PPT slides explain the sources of a competitive advantage which include strategic location, customer loyalty, best customer service, strong R&D, etc. Include your key points in this competitive analysis PowerPoint slides and get your ideas across through the help of an additional PowerPoint template by editing the text boxes shown here. Discuss how customer retention strategies enable you to provide and extract more value from your existing customer base. Showcase the potential barriers that can arise during operations by describing the structural barriers, strategic barriers, and statutory barriers. Also, present the right measures to overcome them. Thus, gain a competitive advantage over your competitors by downloading our visually attention-grabbing core competency PPT slide deck. https://bit.ly/2ORlCC5
Product and brand management unit-2
Product Market Evolution: Strategy and Planning. New Product Development: Innovation and New Product Development (NPD), Theories of NPD, Models of NPD, Generic Product Development process.
New Product Introduction, Growth Strategies Intensive, Interactive, Diversification Strategies. Product Portfolio analysis BCG, GE, Ad little. Shell International, Risk-Return analysis.
*************************************
The General Electric/McKinsey matrix
• Shell directional policy matrix
• Arthur D. Little strategic condition matrix
CHAPTER 2: MARKETING PRINCIPLES AND STRATEGIES
Lesson 1: Relationship Marketing
Lesson 2: Customer Value
Lesson 3: Customer Relationship Development Strategies Lesson 4: Customer Service Strategy in the Philippine Business Enterprise.
Resources: Principles of Marketing of Dr. Serrano.
Sample Assignment on Marketing Principles - Assignment Prime AustraliaAdam Jackson
Assignment Prime Australia offer samples to the students on every subject without any cost. We have a certified team of professional writers who are expert in their respective fields. Read this sample assignment on "Marketing Principles" and improve your assignment writing skills. Contact our experts for the best assignment help at affordable price. Place your order now and avail extra discounts on our assignment writing services.
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It's abut the conducive environment in an organisation. The Employees productivity increases by leaps and bound.They become more dynamic and productive.
Exide is one of the Top 500 Shares, identified by Dynamic Research based on technical and fundamental research.
Exide share price has touched a 52 week high of Rs. 184.45 on 14 -Jul -2016 and a 52 week low of Rs.116.00 on 29 -Jan -2016, and is currently trading at Rs. 177.
How Titan Industries managing it's business and growing by leaps and bounds.What are it's strategies to get in to the market, retain customers , Cross sales and Up Sales.After Sales Services, HR,QoS, Signet Progamme, Customer Loyalty.Branding
Market Research on Exide Industries Limited by jayshah316Jay Shah
Exide Industries Limited is a storage battery producing company in India. It manufactures automotive and industrial lead-acid batteries.
This is a market share analysis and demand forecasting done for Exide Batteries for the region of Gujarat, Daman and Silvassa, India. Primary market study was done.
Using Targeted Account Selling to Crush Your Sales KPIsBrandon Redlinger
Account-Based Selling (ABS) is a new and quickly evolving space. There’s no set playbook circulating around the Internet. This method for selling is made possible by advancing technology, increasing availability of data in the public domain and the need to find a new, effective way to sell.
In this presentation you'll discover:
-What Account Based Selling is
-Why you should care
-How to find target accounts
-How to conduct research
-How to establish and execute your outbound plan
-The most costly mistakes
-An example of ABS in action
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This presentation was brought to you by PersistIQ
Our software empowers sales reps to easily create personalized outbound campaigns at scale.
Move faster and sell smarter than ever before.
Try PersistIQ for free at www.PersistIQ.com
The insight selling era - live webcast with LinkedIn & CEBKevin Ryan
‘The Insight Selling Era’ – how buyer sophistication is forcing organizations to transform how they sell
Speakers:
Kevin Ryan, Marketing Manager: http://www.linkedin.com/in/kevryan
Matthew Kiel, Senior Director, CEB: http://www.linkedin.com/in/mpkiel
Formulating the best presentation for your next sales meeting can seem like rocket science. Where do you start? Should you use graphs and pie charts? How do you conclude your presentation?
The presentation scientists at PGi have the answers. Check out the five elements you need to create a winning presentation design that will have your prospect saying "yes" to you and your products.
Zero to 100 - Part 2: Building a Repeatable, Scalable Growth ProcessDavid Skok
Zero to 100 is a learning program from David Skok. It is a detailed instruction manual for how to take your startup from zero to $100m, with a particular focus on the area of building a go-to-market machine. So many of today’s founders come from a product or technical background, and have never been involved with sales and marketing. Right after starting their venture, they are hit with the huge problem of how to build their go-to-market organization and processes. It breaks the journey down into 9 steps, and explains why it is crucial not to skip steps in this journey in the rush to get ahead. The major emphasis of the course focuses on building a repeatable, scalable and profitable growth machine. Once you have that in place, you are ready to hit the gas and scale like crazy.
To see videos of the presentations, click here: https://www.forentrepreneurs.com/matrix-growth-academy-zero-to-100-videos/
Functions required for building a deep technology company in robotics, computer vision and AI. Learning from my experience of managing a company at leadership level.
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This is the slidedeck of the workshop "Move your product ownership to the next level". It also includes the links to valuable resources you might want to use ;)
How to Crack the C-Suite Code in 2010: Secrets for Selling to the TopLandslide Technologies
Leaders at the highest corporate levels don’t always avoid sales pitches—in fact, research shows that executives welcome them- provided the salesperson approaches them in the right way.
What is the correct way to approach a senior-level sales pitch?
Please join presenter Dr. Steve Bistritz, co-author of Selling to the C-Suite and President of SellXL, as he brings to life over 10 years of research revealing what C-Suite leaders in 500 diverse companies and government bodies said about their relationships with professional salespeople. This ground breaking research has been presented to thousands of salespeople at the SellXL workshop and in other venues, and has been used by sales professionals around the world to help close top dollar deals.
presented by Rob Bentley and Paul Reiman of Hewitt Associates at the TrueConnection 2008 Sales Performance Management Conference, hosted by Callidus Software
Technical overview of TailCurrent's lead generation methodolgyTailCurrent
This is an overview of the system and process that TailCurrent uses to implement and manage lead generation through massive personalization of email marketing.
Strategies for Managing Sales Teams: How to find, select and compensate these...MaRS Discovery District
Hiring, managing and compensating effective salespeople is one of the biggest challenges faced by young companies, it can also be the area where most executives have the least experience and the most discomfort from a management perspective. This practical, experience based session will work through the importance of identifying, sourcing and hiring the right person for the needs of your business, considerations in managing them, and structuring compensation plans to incent the right results, and protecting the company's ability to turn a profit.
Helen Robert and Lynn Cameron, Managing Partners of TechEdge, and
Margo Crawford, President & CEO, Business Sherpa
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Proven track record of successfully selling software solutions to clients of all sizes. Regardless of the software, it's about addressing a company's goals & objectives by thoroughly understanding their needs and aligning to them to transform data into a strategic asset for the company
Similar to Exide Industries: Strategic Sales Effectiveness Workshop At Exide , Pan India basis. (20)
It is about a new era of knowledge professionals and they need the agility and lifelong learning.The global business world has become very uncertain and unpredictable. One has to upgrade his knowledge on a continuous basis, and that is the only way a professional can survive tomorrow's globally competitive market.
5. Eco System Of Any Business
Cash : cash inflow > cash outflow
Margin : any excess of revenue over expenditure. Either
increase the revenue or minimize expenditure, healthy
margins are the pre requisite for any successful business
Velocity : sales turnover and quick realization of money
Growth : identify and target those segments which have
got business scalability
Customers : they are the person who are not inside our
business but drives our business. They decide our top
lines as well as bottom lines
12. A framework for interaction in
the buying selling climate
Relationship
Structure
Goals
Rules
13. Goals: Relationships form because of a goal or an
outcome that each person whishes to achieve.
Structures: Based on two conditions:
a) Dominance/Submission
b) Warmth/ Hostility
Rules: For a person to make predictions about
another persons behavior, rules and regulations must
exist that govern action in the relationships.
16. Value Proposition
A value proposition is a promise of value to be delivered and a
belief from the customer that value will be experienced.
A value proposition can apply to an entire organization, or parts
thereof, or customer accounts, or products or services.
Developing a value proposition is based on a review and
analysis of the benefits, cost and value that an organization can
deliver to its customers, prospective customers, and
other groups within and outside the organization.
It is also a positioning of value, where Value = Benefits - Cost
(cost includes Economic Risk.)
19. Value experience
or Customer Experience
what does the market value most? The effectiveness of
the value proposition depends on gathering real
customer, prospect or employee feedback.
23. Proof
What evidence is there to substantiate your value
proposition? Check Back and Customer feed back.
24. The Value Proposition that we make to our
customers with Exide’s solutions
Physical Benefits :
ROI – Return on Investment :
ROI – Return on Impression :
Margins :
Market Share :
Qualitative Increment :
Your Cutting Edge :
26. Our Major Customers & Target Segments
Automobile
Infrastructure and Projects
Mining
FMIB
Solar Non conventional source of energy
Telecom
Power
35. Our Selling Process & Customer Buying
Process Mapping and the Bottlenecks
Pre Sales :
POC – Proof of Concept :
Passing the proof of concept from the authorized technical nodal bodies :
Budget Sanctioning & RFP Generation:
Tendering – Limited Tender and Open Tender :
What are the most common bottlenecks that we find in closing the deal and how
and at what stages we can overcome the bottlenecks :
43. Our internal strengths with which we
compete with our customers
Innovation :
R & D and Technology :
Value Proposition :
Post Sales Service :
QOS – Quality of Service :
Cost of Ownership :
Cross Sales & Up Sales :
How can we enhance our strengths to compete with our customers :
45. Internal Customers – who are the
backbone of our sales process
Our R & D :
Our Materials Management Department :
Our Production & Factory Management :
Our Supply Chain & Outbound Logistics :
Our Finance & Accounts Department :
Our Corporate Marketing :
Any Other Internal Departments :
How to align our internal customers to benefit the external customers :
Managing & Marketing to Our Internal Customers
54. How to direct the flow of informationAsk questions so that the customer
can steer you through its purchasing
process
Coach the customers about how to
buy and support its throughout
process
How to begin the conversationAsk questions about the customers
need and look for a “hook” for your
solution
Offer proactive insights about what the
customers should do
When to Engage
What sort of initial information to gather
What Kind of Company To Target
Organizations that have clear vision
and established demands
Agile organizations that have
emerging demands or are in state of
flux
What need is customer to address
What unrecognized need does the
customer have ?
After the customer have identified a
problem the supplier can solve
Before the customer has pinpointed a
problem
Solution Selling Insight Selling
58. Go-Getters
Motivated by organizational improvement and constantly
looking for good ideas
Go-Getters champion action around great insights wherever
they find them
59. Teachers
Passionate about sharing insights, Teachers are sought out
by colleagues for their inputs
They are specially good at persuading others to take a
specific coarse of action
60. Skeptics
Way of large, complicated projects, Skeptics push back on
almost everything
Even when championing a new idea, they counsel careful,
measured implementation
61. The Mobilzers who can help me closing
my deals
Gogetters, Skeptics and Teachers
62. Guides
Willing to share the organizations latest gossip, Guides
furnish information that’s typically unavailable to the outsiders
63. Friends
Just as nice as the name suggests, Friends are readily
accessible, and will happily help reps network with other
stakeholders in the organization
64. Climbers
Focused primarily on personal gain, Climbers back projects
that will raise their own profiles, and they expect to
rewarded when those project succeed.
65. Blockers – The Time Waster and
we should avoid
Perhaps better described as “anti-stake holders”’ Blockers
are strongly oriented towards the status quo.
They have little interest in outside vendors.
70. Needs Assessment
All questions are submitted to prospect and sufficient
answers were obtained to understand the prospect’s
needs in order to move to next step.
72. Presentation
The product was presented to the prospect in general
terms (not yet with the prospect’s own data or jobs)
73. Solution Proposal And
Technical Check
A technical solution was internally suggested. That
solution will be the one demonstrated and then put
in the quotation.
74. Production Demo
A demo with a job submitted by the prospect was
performed and completed.
75. Quotation Submission
First quotation was sent to customer. We refer here to quotation that is the
basis for the negotiation process and not to the pro- forma quotations. That
are sometimes sent to customers for their own process (budgeting process,
purchase requisition process, etc.)
78. How do we pitch our products &
solutions to our new customers as
well as existing customer?
Scope of up sales to our existing clients/customers :
Scope of cross sales to our existing customers :
BANT Analysis for our customers :
USP to our new customers :
Any other out of the box techniques :
82. Why Customers
They Give The Top Line .
They Give The Bottom Line.
They Help Us To Create And Co Create.
They are the back bone of our business.
They are our eyes and ears for our
present market and future markets.
83. Customers Helps Us
To Cross Sale.
To Up Sale.
Silent Advertisements Through WOM.
Perception Builders To Outsiders.
In Spreading And Receiving The Messages.
Increase Our Market Share.
Increase Our Profits.
To Happy All Our Stake Holders.
92. What are the strengths of our
competitors? (Any Two nearest
competitors)
Innovation :
Technology and R & D :
Design and Innovation :
Battery Life:
Their Value Proposition to the market/customers :
Value for Money to the customers :
Distribution Network and Post Sales Service :
Your analysis or any other points about competitors to take note of :
What Measures can be taken to outsmart our competitors :
98. 4 E’s Basic attributes of a Sales
Professional
Physical Energy with Mental energy
Energizer for his collegues,
prospects and customers
Enthusiasm which is an intergral part
of a sales professional to solve the
problem of the customers
Edge is basically the skill sets and
knowledge base required for closing
the specific job.
99. Mental Software of a Sales
Person (DSR)
D - Discipline in the Sales Process
S - sincerity in the Sales Process
R – Responsibility of a Sales Process