The document discusses issues facing Health Care Office Solutions, Inc. (HCOS) including a slowdown in growth, complaints about service quality, and a damaged reputation. It analyzes HCOS's strengths, weaknesses, opportunities, and threats. Four alternative courses of action are presented: 1) focus on customer advocacy to build trust and commitment, 2) use pre-emptive sponsorship of events to shape buyer attitudes, 3) employ viral marketing and blogging, or 4) rely on traditional advertising. The recommendation is that customer advocacy as the top priority to improve customer relationships and marketing context.

1. Case Study HEALTH CARE OFFICE SOLUTIONS, INC. Submitted to: Mr. Christian J. Umlas Submitted by: April Alberto Rose Jean Fabillar Nelissa Gabaldon Beverly Jean Gomba Regilisa Perez Kristia Kristel Romero Iyelle Sto. Domingo BSBM 301

2. TIME CONTEXT 1980- Present when Marson and Braver started to notice the changing rate of growth of the business. It turns to slowdown.

3. VIEW POINT VICE PRESIDENT- responsible for reviewing over all marketing and specifically sales strategy STATEGIC MARKETING SPECIALISTS (SMS)- consulting firm that can help HCOS to develop strategic business plan.

4. CENTRAL PROBLEM The company did not maintain their customer relationship service.

5. STATEMENT OF THE PROBLEM The company received more complaints about late orders, poor quality and lower customer service so that they did not maintain their customer relationship Management (CRM) System.

6. STATEMENT OF AREAS OF CONSIDERATION S.W.O.T ANALYSIS STRENGTHS wide customer relation service well- established network offices training costs were lower highly competitive

7. WEAKNESSES Damaged reputation Hiring sales person with other field Never created a national account sales team

8. OPPORTUNITIES Increasing services lines Creating national account of sales team Building a new customer relationship and services

9. THREATS Innovative products of competitors High costs of compensation Customer dissatisfaction

10. STATEMENT OF ALTERNATIVE COURSES ACTION (ACA) Present Spam threats credibility, low costs, great reach, high efficiency and the opportunity to continuous promotion adjustments Advertising Department 3. Viral Marketing and blogging strategy Present More time is to be consumed Sponsoring events that appeal to their market are likely to shape buying attitudes and help generate a positive reaction Advertising Department 2. Pre- emptive Attack (Sponsorship) Present Maintaining the expectations of the customers Earning deeper customer relationships by new levels of trust and commitment Customer Relationship Manager 1. Customer Advocacy TARGET DATE CONS PROS RESPONSIBLE PERSON PLAN/ STRATEGY

11. STATEMENT OF RECOMMENDATION/ CONCLUSION We therefore conclude that the strategy #1 is more effective. Steps of HCOS to meet Customer Advocacy: Focus on customer success Achieve greater marketing context

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