Johnson's Veto Message (1866) In 1866, the Republican controlled Congress passed the Civil Rights Bill. The legislation defined all persons born in the United States as citizens and mandated certain rights regardless of race. President Andrew Johnson surprised everyone by vetoing the legislation. Congress overturned his veto in April, marking the first time a major piece of legislation had been enacted over a presidential veto. As you examine this document, consider what principles of American government Johnson believed he was upholding by exercising his veto power. Does Johnson's view have roots in any of the major political traditions -- republican or liberal -- upon which the nation was first founded? What new values does the law seek to impose on what until the crisis of the Civil War was by and large a white man's country? To the Senate of the United States: ... By the first section of the bill, all persons born in the United States, and not subject to any foreign power, excluding Indians not taxed, are declared to be citizens of the United States. This provision comprehends the Chinese of the Pacific States, Indians subject to taxation, the people called Gypsies, as well as the entire race designated as blacks, people of color, negroes, mulattoes, and persons of African blood. ... The right of Federal citizenship thus to be conferred on the several excepted races before mentioned is now, for the first time, proposed to be given by law. ... If...such persons are not citizens...the grave question presents itself, whether, when eleven of the thirty-six States are unrepresented in Congress, at this time it is sound policy to make our entire colored population and all other excepted classes citizens of the United States? Four millions of them have just emerged from slavery into freedom. Can it be reasonably supposed that they possess the requisite qualifications to entitle them to all the privileges and immunities of citizens of the United States? Have the people of the several States expressed such a conviction? It may also be asked whether it is necessary that they should be declared citizens in order that they may be secured in the enjoyment of civil rights? ... Besides, the policy of the Government, from its origin to the present time, seems to have been that persons who are strangers to and unfamiliar with our institutions and our laws should pass through a certain probation, at the end of which, before attaining the coveted prize, they must five evidence of their fitness to receive and to exercise the rights of citizens as contemplated by the Constitution of the United States. This bill, in effect, proposes discrimination against large numbers of intelligent, worthy, and patriotic foreigners, and in favor of the negro, to whom, after long years of bondage, the avenues to freedom and intelligence have now been suddenly opened. He must, of necessity, from his previous unfortunate condition of s ...

1. Johnson's Veto Message (1866)
In 1866, the Republican controlled Congress passed the Civil
Rights Bill. The legislation defined
all persons born in the United States as citizens and mandated
certain rights regardless of race.
President Andrew Johnson surprised everyone by vetoing the
legislation. Congress overturned
his veto in April, marking the first time a major piece of
legislation had been enacted over a
presidential veto. As you examine this document, consider what
principles of American
government Johnson believed he was upholding by exercising
his veto power. Does Johnson's
view have roots in any of the major political traditions --
republican or liberal -- upon which the
nation was first founded? What new values does the law seek to
impose on what until the crisis
of the Civil War was by and large a white man's country?
To the Senate of the United States:
...
By the first section of the bill, all persons born in the United
States, and not subject to any
foreign power, excluding Indians not taxed, are declared to be
citizens of the United States. This
provision comprehends the Chinese of the Pacific States,
Indians subject to taxation, the people
called Gypsies, as well as the entire race designated as blacks,
people of color, negroes,
mulattoes, and persons of African blood.

2. ...
The right of Federal citizenship thus to be conferred on the
several excepted races before
mentioned is now, for the first time, proposed to be given by
law. ... If...such persons are not
citizens...the grave question presents itself, whether, when
eleven of the thirty-six States are
unrepresented in Congress, at this time it is sound policy to
make our entire colored population
and all other excepted classes citizens of the United States?
Four millions of them have just
emerged from slavery into freedom. Can it be reasonably
supposed that they possess the requisite
qualifications to entitle them to all the privileges and
immunities of citizens of the United States?
Have the people of the several States expressed such a
conviction? It may also be asked whether
it is necessary that they should be declared citizens in order that
they may be secured in the
enjoyment of civil rights? ... Besides, the policy of the
Government, from its origin to the present
time, seems to have been that persons who are strangers to and
unfamiliar with our institutions
and our laws should pass through a certain probation, at the end
of which, before attaining the
coveted prize, they must five evidence of their fitness to receive
and to exercise the rights of
citizens as contemplated by the Constitution of the United
States.
This bill, in effect, proposes discrimination against large
numbers of intelligent, worthy, and
patriotic foreigners, and in favor of the negro, to whom, after
long years of bondage, the avenues
to freedom and intelligence have now been suddenly opened. He
must, of necessity, from his
previous unfortunate condition of servitude, be less informed as

3. to the nature and character of
our institutions than he who, coming from abroad, has to some
extent at least, familiarized
himself with the principles of a Government to which he
voluntarily intrusts "life, liberty, and the
pursuit of happiness." Yet it is now proposed by a single
legislative enactment to confer upon all
persons of African descent, born within the extended limits of
the United States, while persons of
foreign birth, who make our land their home, must undergo a
probation of five years, and can
only then become citizens upon proof that they are of "good
moral character, attached to the
principles of the Constitution of the United States, and well
disposed to the good order and
happiness of the same."
...
In the exercise of State policy over matters exclusively
affecting the people of each State, it has
frequently been though expedient to discriminate between the
two races. By the statues of some
of the States, northern as well as southern, it is enacted, for
instance, that no white person shall
intermarry with a negro or mulatto. Chancellor Kent says,
speaking of the blacks, that "marriages
between them and the whites are forbidden in some of the States
where slavery does not exist,
and they are prohibited in all the slaveholding States, and when
not absolutely contrary to law,
they are revolting, and regarded as an offense against public
decorum."
I do not say this bill repeals State laws on the subject of
marriage between the two races, for as

4. the whites are forbidden to intermarry with the blacks, the
blacks can only make such contracts
as the whites themselves are allowed to make, and therefore
cannot, under this bill, enter into the
marriage contract with the whites. I cite this discrimination,
however, as an instance of the State
policy as to discrimination, and to inquire whether, if Congress
can abrogate all State laws of
discrimination between the two races in the matter of real
estate, of suits, and of contracts
generally, Congress may not also repeal the State laws as to the
contract of marriage between the
two races?
...
If it be granted that Congress can repeal all State laws
discriminating between whites and blacks
in the subjects covered by this bill, why, it may be asked, may
not Congress repeal in the same
way all State laws discriminating between the two races on the
subjects of suffrage and office? If
Congress can declare by law who shall hold lands, who shall
testify, who shall have capacity to
make a contract in a State, the Congress can by law declare
who, without regard to color or race,
shall have the right to sit as a juror or as a judge, to hold any
office, and, finally, to vote "in every
State and Territory of the United States."
...
I do not propose to consider the policy of this bill. To me the
details of the bill seem fraught with
evil. The white race and the black race of the South have
hitherto lived together under the
relation of master and slave – capital owning labor. Now,
suddenly, that relation is changed, and
as to the ownership, capital and labor are divorced. They stand
now each master of itself. ...

5. Capital, it is true, has more intelligence; but labor is never so
ignorant as not to understand its
own interests, not to know its own value, and not to see that
capital must pay that value. This bill
frustrates this adjustment. ...
Running Head: STRATEGIC MARKETING 1
STRATEGIC MARKETING 6
Nicholas Calhoun
Strategic Marketing
South University
January 3, 2020
Developing Different Products and Services
Introduction
A product can be simply defined as the bundle of utilities. A
product is made up of different features of products and
services that go hand in hand with them. Most of the consumers
buy products to gain personal satisfactions that they have

6. toward them. At the end of the day, products are made up of
both the tangible and the intangible attributes that the
consumers experience (Senguo & Kilango, 2015).
About my Organization
The organization that I have been working with for the last few
weeks deals with telecommunication. Most of the industries
dealing with telecoms in South Africa are thriving in the
cooperate world. I have been working with Vodacom. This is
one of the organizations that have very high financial status.
The secret behind Vodacom becoming a success is through
investing a lot of finances in advertising the different products
that they have to offer for their consumers. Some of the
communication services that Vodacom is able to offer include
the mobile voices, converged and financial services, data
services, and messaging. The network of the company has really
grown to different countries that such as Mozambique, DRC,
and Tanzania. A large percentage of Vodacom is owned by
Vodafone (Karam & Ken Wilcox., 2016).
Most of the business competitors fear joining the
telecommunication sector. The main reason as to why most of
the organizations fear going for telecommunication because
there are high demands and concentration by the government
especially when it comes to the budget. Finances are what make
the organization a success or a failure. When there is little
capital then it means that very few projects will be done and
accomplished. When there are enough finances then it means
that the organization will be able to accomplish a lot of things.
South Africa is the best country to invest in telecommunication
due to the fact that there is high growth in the usage of the
internet. Most of the goods and services that were produced to
make sure that more revenue is gotten into the country are no
longer available. This has given way to telecommunication.
The customer services that are offered at Vodacom are of great
satisfaction to all the consumers who seek to use their different
products. There are the good customer services that are also
offered through the social media on platforms such as twitter

7. and Facebook. The different accounts that have been created by
the organization make it possible to answer different questions
that the customers have about the services and products
provided and offering additional clarification that will be
needed by the consumers (Mkumbo, 2014). Vodacom was
founded in 1994 and since then the company has been going
through a lot of progress to be the best. Making and developing
a strong brand is what has made the organization to compete
effectively. When the consumers identify themselves with the
brand of the organization then selling goods and services
becomes easier and gaining the loyalty of new consumers who
need the goods and services.
The vision of the company is being the best network, offering
the best services and possessing the best value. The main aim of
Vodacom as an organization is to make sure that they express
their empowerment and this touches every part of the business
that the organization engages in. according to the purpose of the
organization, if one project fails, then another solution that is
better is adopted to save the profit that is gotten by the
organization. This is what has made the organization be a
success (Okharedia, 2014).
The Environment of Vodacom
The environment that directly affects the organization from
achieving its laid down goals is known as the task environment
of the company. In short these are some of the conditions that
affect the organization from being able to achieve its goals or
even the different projects that they intend to do. Examples
include the different suppliers who provide different
commodities into the organization; the different distributors of
the goods and services of the organization; the different stock
markets; the competitors and also the customers. The task
environment of the company is also made up of the different
employees and other important parties who work within the
organization (Muze, 2014). For instance, in a situation where

8. the organization employees receive the best motivation
pertaining to the efforts that they make toward the success of
the organization then it means that they will sacrifice their own
personal needs for the sake of the success of the organization.
Some of the failures that the organization might be facing
include:
Most of the telecommunication organizations work toward
making sure that they reach out to the target. This is usually
done by the presence of consumer friendly SMS and calls. In
any organization, the human resource department makes it
possible for the employees to provide the required services to
the consumers. In Vodacom, there is still a big gap when it
comes to the different issues that deal with communication;
there is also the standard gap facing the organization pertaining
to the expectations that they have toward the services that are
delivered to the consumers; there is also a shortcoming in
identifying the different services and goods that the consumers
need and what the organization needs to do to fully satisfy the
consumers (Kaaya, 2015).
The Different Recommendations
There is need for the organization to work toward ensuring the
provision of the best customer care services. This can be done
through offering the required training to the employees who
work in the organization. There is need to carry out an annual
survey to gage the quality of products and services that the
organization is offering to the market. The organization should
make sure at all costs it deals with the different complaints that
are raised by the consumers.
In conclusion, there is need for each and every organization to
make sure that it has worked round the clock to provide the best
products and services to the consumers. Through this it will be
possible to have more profits into the organization and thus
compete effectively.

9. References
Senguo, R. A., & Kilango, N. C. (2015). Marketing Innovation
Strategies for Improving Customer Satisfaction: Vodacom
Tanzania.Link:
http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.735.5
345&rep=rep1&type=pdf
Karam, A., & Ken Wilcox. (2016). The China factor:
Leveraging emerging business strategies to compete, grow,
and win in the new global economy. Hoboken, N.J: Wiley.
Link:https://www.worldcat.org/title/china-factor-leveraging-
emerging-business-st
Mkumbo, W. D. (2014). The Effect of Business Process
Outsourcing on Quality of Services Delivered at Vodacom
Tanzania (Doctoral dissertation, Mzumbe University).
Link:http://scholar.mzumbe.ac.tz/handle/11192.1/2383
Muze, R. W. (2014). Assessment of motivation and its impact
on employees’ performance in goal Attainment: A case of
Vodacom Tanzania Limited (Doctoral dissertation, The Open
University of Tanzania).
Link:http://repository.out.ac.tz/491/
Okharedia, A. A. (2014). Level of customer satisfaction: an
analysis of Vodacom services in Gauteng province of South
Africa. Journal of Business and Retail Management
Research, 8(1).
Link:https://jbrmr.com/details&cid=159
Kaaya, E. V. (2015). Impacts of brand image on customer
awareness And sales: A case study of Vodacom Arusha
branch (Doctoral dissertation, Mzumbe University).
Link:http://scholar.mzumbe.ac.tz/handle/11192/1077

10. Running Head: STRATEGIC MARKETING
1
Nicholas Calhoun
Strategic Marketing
South University
January 3, 2020

11. Running Head: STRATEGIC MARKETING 1
Nicholas Calhoun
Strategic Marketing
South University
January 3, 2020
Running Head: DEVELOPING A MARKETING STRATEGY 1
DEVELOPING A MARKETING STRATEGY 2
Developing a Marketing Strategy
Nicholas Calhoun
South University
Strategic Marketing

12. December 10, 2019
KEY DETAILS ABOUT MY ORGANIZATION
My organization is a mobile network provider based in South
Africa called MOFRICA LTD. The company has been in
existence for a period of twenty-two years in the
telecommunication industry, with over twenty million pools of
customers. The company boasts of an increase in the number of
services we offer, with the recent one being a proposal to
expand to the financial market through mobile banking, we
boast of a more extensive control of about 67 percent of all off
net and on-net calls and 88 percent of short message transfer. A
stiff competition exists between a rising company in internet
service provision and us, although we still boast of a whopping
79 percent share in the market. Recently we have expanded our
services to a roaming service in the neighboring nations. The
expansion has seen the rise of our total income made in this
year by a margin of 8 percent we attribute this to the new pool
of customers made through the roaming service. Our mission
statement states that we strive to give our customers a world-
class standard and aim at becoming their critical partners in
their daily lives as they grow to achieve their dreams through
reliable telecommunication services.
SWOT ANALYSIS
Strengths
Mofrica has the longest-serving staff as compared to its
competitors in the industry since its inception, and it has
achieved a customer retention rate of 88 percent. This has built
a pool of knowledge and expertise in the field as the older team
passes the gained experience to the younger generation that is
being employed (Leiber, Stensaker, & Harvey, 2018). The
younger staff then comes with a new solution and the expertise

13. shared to them, thus pushing the company's strategic level plans
ahead. The company also has the largest pool of customers as
opposed to its competitors. This has given a competitive edge
against the competitors. With the high number of customers, the
company is able to achieve higher margins of profit as they
enjoy economies of scale to a greater deal. With more income
than the competitors, the organization has been able to invest in
infrastructure that has boosted connectivity even to the
neighboring countries.
Weaknesses
The company's future productivity and profitability areas the
company may be limited to the number of newer inventions
made to meet the expected demand from the society.
Opportunity
There is a higher demand, even in the neighboring countries.
People want to communicate in the comfort of their seats. The
younger generation has also increased the demand for internet
opening doors for more income from them. There is also an
untapped market on mobile banking, and the company is eyeing
to meet this demand. The banking sector is evolving to eco-
friendly systems and customer-based services at once comfort,
which will switch the demand now to mobile banking
(McDonald, 2016).
Threats
The market has posed the following threats to our company:
Political threat, there has been a rise in the political instability
with various groups rising against each other in the nation. This
increased racism has seen the company experience bias talks
and a threat to the grouping of the company's employees who
represent all the races in the nation into their ethnic cocoons.
The country has also been experiencing problems with power
supply (Sutrisno, Kwon, Gunawan, Eldridge& Lee, 2016). Other
places have not yet been connected to the national grid. Our
service is depended on the gadget, and maximum profitability is
achieved when the users' devices have power. With the outages,
our users fail to use the system and in general, increase the

14. running cost of our systems since they will be underutilized.
This goes a long way in affecting the total income and profit
gain at the end of the year.
Trends
The Internet has also been criticized as the leading cause in the
moral degradation of the younger generation, and campaigns are
being conducted on how we offer these services, making a slow
pick up of the provisions of the internet by the massed. This is a
threat to our future plans to the expansion of even faster
internet that what we are currently providing (Tardan, Shihab &
Yudhoatmojo, 2017, October).
Analyze the organization’s mission statement
The company's mission statement addresses the core
competencies as follows: Service to our pool of customers those
whom we have already reached receive our services, the
services providers are all in one package as the
telecommunication service. The current mission statement has
not addressed the market to a specific market (Gürel & Tat,
2017). Our core competency, according to the mission
statement, is reliability and close partnership to the customer.
The company's mission statement measures success through the
enrichment of the customer and their general growth towards
achieving individual goals.
New mission statement
To bring new values to society, our customers, and shareholders
by innovation and instituting quality management in the
provision of telecommunication services and related
infrastructure through a self-driven and purposeful competent
staff. With this new mission statement, there is a purposeful
drive-in serving a target group of customers in a specific
society and an improved measurability mechanism of general
success.

15. Reference
Gürel, E., & Tat, M. (2017). SWOT analysis: A theoretical
review. Journal of International Social Research,
10(51).Retrieved form:
https://www.researchgate.net/profile/Emet_Guerel/publication/3
19367788_SWOT_ANALYSIS_A_THEORETICAL_REVIEW/li
nks/5a09f172a6fdcc2736de9e82/SWOT-ANALYSIS-A-
THEORETICAL-REVIEW.pdf
Leiber, T., Stensaker, B., & Harvey, L. C. (2018). Bridging
theory and practice of impact evaluation of quality management
in higher education institutions: a SWOT analysis. European
Journal of Higher Education, 8(3), 351-365. Retrieved from:
https://srhe.tandfonline.com/doi/abs/10.1080/21568235.2018.14
74782
McDonald, M. A. L. C. O. L. M. (2016). Strategic marketing
planning: theory and practice. In The marketing book (pp. 108-
142). Routledge. Retrieved from:
https://www.taylorfrancis.com/books/e/9781315890005/chapters
/10.4324/9781315890005-13
Sutrisno, A., Kwon, H. M., Gunawan, I., Eldridge, S., & Lee, T.
R. (2016). Integrating SWOT analysis into the FMEA
methodology to improve corrective action decision making.
Retrieved from:
https://hekyll.services.adelaide.edu.au/dspace/handle/2440/9841
1
Tardan, P. P., Shihab, M. R., & Yudhoatmojo, S. B. (2017,
October). Digital marketing strategy for mobile commerce,

16. collaborative consumption startups. In 2017 International
Conference on Information Technology Systems and Innovation
(ICITSI) (pp. 309-314). IEEE.Retrieved from:
https://ieeexplore.ieee.org/abstract/document/8267962/
Running Head:
DEVELOPING A MARKETING STRATEGY
1
Developing
a
Marketing Strategy
Nicholas Calhoun
South University
Strategic Marketing
December 10, 2019

17. Running Head: DEVELOPING A MARKETING STRATEGY 1
Developing a Marketing Strategy
Nicholas Calhoun
South University
Strategic Marketing
December 10, 2019
Running Head: COLLECTING CUSTOMER DATA
1
COLLECTING CUSTOMER DATA
7
Nicholas Calhoun
Strategic Marketing
South University
December 16, 2019
Collecting Customer Data

18. Research the key elements of a CRM system and defend at least
three best practices that your organization can use to improve
its customer retention.
A CRM type of system is identified as a software tool which
assists in the management of interactions with company
constituents. In order for a company using CRM such as
Mofrica to be successful, the system ought to be efficient
enough to track along with report information regarding the
type of people that they engage within a manner that helps in
the attainment of goals. Mofrica CRM should possess various
elements for it to be successful. These elements are integrating
technology since it is a networking company this element will
help in enhancing efficient coordination as well as in enhancing
service delivery (Singh & Chanda, 2014). The second element is
conduction of continuous measurement as well as improvement
which is essential in enhancing improved performance in the
company. The other element is updated customer information
which is readily accessible to all the company stakeholders as
this will help in the delivery of better as well as personalized
services.
There are a variety of strategies that Mofrica can use in
ensuring effective customer service. They include segmentation
of customers which helps in understanding the different needs
of each customer that the organization serves. The organization
is able to set goals along with objectives for every segment of
its customers. Another strategy is communicating often and in
an easy way. It helps in keeping in touch with all its customers
as well as uncovering current opportunities. Nonetheless, there
is use of social collaborating tips. There are varieties of social
media platforms that Mofrica can use to maintain its quality in
networking services and by using social media to brand itself
and manage its customers, Mofrica is in a better position to
enhance its quality (Al-Rabayah & Alsmadi, 2017).
Justify at least five critical pieces of customer information
needed from your key market segment. Why do you need to
collect this specific data?

19. These pieces of data entail user experience which helps in
prioritizing the various features of the company and in the
creation of a better user encounter with the products and the
services of the company. It can also help the organization
understand the functions that are popularly used. The second
piece of data is learning how they discovered the business as
this helps in measuring the effectiveness the sales as well as the
marketing teams of the company. The other piece of data is
purchase behavior of the customers which is essential in
enhancing sales as it offers information that helps the company
in comprehending the buyers and their buying behavior (Karam
& Ken Wilcox, 2016).
The other piece of information is the last sign-in date which is
vital in targeting the customers that are slipping away from the
company by getting constructive feedback on the same. Lastly,
there is keeping track regarding their physical address which
helps in maintaining constant communication with the
customers thus having a higher customer base. All these pieces
of information from the key segment of Mofrica are essential in
helping the company to attain a higher competitive advantage
over its rivals in the field of mobile networking.
Justify five survey questions that might be used to evaluate the
segment’s experience with your organization. Why do you need
to know this information?
These survey questions entail overall satisfaction which acts as
a measure of how appropriately the organization is pleasing its
customers. An example is; “What is your satisfaction with
Mofrica?” The other question is an attribute question such as;
“What is your personal satisfaction with the Mofrica mobile
networking services and products?” This will help in
measurement of particular aspects of satisfaction within the
organization thus understanding what areas exactly to improve
on. The other questions are behavioral questions which can be;
“How likely are you to come back again to Mofrica?” This
question helps in gaining insights in the intended behavior

20. (Babin & Zikmund, 2016).
Nonetheless, another question is demographic question such as;
“What is your familiarity with Mofrica?” It helps in
understanding any notable distinctions between the segmented
audiences. The other type of survey question is an open-ended
one such as those regarding an open slot for feedback on
Mofrica products and services. It gives customers an
opportunity to offer deep and comprehensive explanations on
Mofrica products and services.
Justify a plan for how customer data will be collected. The plan
should detail the methods to be used and where those methods
will be integrated into the organization’s processes
The customer data of the key segments of Mofrica customers
will be collected in two major ways. These techniques are
online surveys as well as email campaigns. Online surveys
entail gathering information from people on online platforms
such as social media platforms like Facebook (Dillman &
Christian, 2014). Email campaigns are methods of surveys that
companies use to attain information from its customers through
emails sent to subscribers of its products. Email surveys will be
sent to all the customers of Mofrica Company on their
satisfaction regarding the company products and overall
satisfaction on Mofrica Company operations.
Online surveys that will be carried out in Facebook pages as
well as Twitter pages and LinkedIn of Mofrica will entail
survey questions that will be open ended whereby customers can
give their feedback on Mofrica to help in improvement of the
services and products of the company. All these techniques will
facilitate efficiency in enhancing customer care at Mofrica and
improving performance at the company which will facilitate
improved competence in the organization and enhance the sales
of Mofrica (Patton et al., 2014).
References
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Al-Rabayah, W., Khasawneh, R. T., Abu-Shamaa, R., &
Alsmadi, I. (2017). Strategic uses of social media for improved
customer retention. Retrieved from;
https://www.worldcat.org/title/strategic-uses-of-social-media-
for-improved-customer-retention/oclc/1005699682
Babin, B. J., & Zikmund, W. G. (2016). Essentials of marketing
research. Retrieved from;
https://www.worldcat.org/title/essentials-of-marketing-
research/oclc/1100700046
Dillman, D. A., Smyth, J. D., & Christian, L. M. (2014).
Internet, phone, mail, and mixed-mode surveys: The tailored
design method. Retrieved from;
https://www.worldcat.org/title/internet-phone-mail-and-mixed-
mode-surveys-the-tailored-design-method/oclc/1016880878
Karam, A., & Ken Wilcox. (2016). The China factor:
Leveraging emerging business strategies to compete, grow, and
win in the new global economy. Hoboken, N.J: Wiley. Retrieved
from; https://www.worldcat.org/title/china-factor-leveraging-
emerging-business-strategies-to-compete-grow-and-win-in-the-
new-global-economy/oclc/1010460788
Patton, M. Q. (2014). Qualitative research & evaluation
methods: Integrating theory and practice. Retrieved from;
https://www.worldcat.org/title/qualitative-research-evaluation-
methods-integrating-theory-and-practice/oclc/931600934
Singh, A., & Chanda, S. (2014). Microsoft Dynamics CRM 2013
marketing automation: Implement effective marketing strategies
using Microsoft Dynamics CRM 2013. Birmingham, U.K: Packt
Pub. Retrieved from; https://www.worldcat.org/title/microsoft-
dynamics-crm-2013-marketing-automation-implement-effective-
marketing-strategies-using-microsoft-dynamics-crm-
2013/oclc/1047860813

22. Bottom of Form
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Running Head: COLLECTING CUSTOMER DATA
1
Nicholas C
alhoun
Strategic Marketing
So
uth University
December
16,

23. 2019
Running Head: COLLECTING CUSTOMER DATA
1
Nicholas Calhoun
Strategic Marketing
South University
December 16, 2019
Nicholas Calhoun
Strategic Marketing
South University
December 27, 2019

24. Summarize the key product/service offered by your
organization, including the role of the customer service
department or direct service required to make a sale to the
customer.
Telecommunications, also known as telecom, is the exchange of
information over significant distances by electronic means and
refers to all types of voice, data, and video transmission. This is
a broad term that includes a wide range of information
transmitting technologies such as telephones (wired and
wireless), microwave communications, fiber optics, satellites,
radio and television broadcasting, the internet and telegraphs.
Telecommunication is one of the few businesses in the South
Africa that new competitors could hardly join. It’s because the
Telecommunication industry is highly concentrated in terms of
the budget by the government, plus the various fees and licenses
considered necessary for operation. This kind of business
environment creates a duopolistic structure in the
telecommunication industry in the country. Also, the current
good fiscal standing of the country together with the strong
growth of internet usage makes the telecommunication industry
in the South Africa an attractive industry to invest even though
the products and services that contributes revenue to the
industry are either weakening or is slowly declining. Mofrica is
one of the big players in the telecommunication industry in the
South Africa.
Mofrica has an active and dedicated customer service including
social media. It has a twitter account created to respond to the
issues and queries of the customers. This support service
offered by Mofrica is active and responds quickly. The company
has been in existence for a period of twenty-two years in the
telecommunication industry, with over twenty million pools of
customers. The company also has the largest pool of customers
as opposed to its competitors. This has given a competitive edge
against the competitors. With the high number of customers, the

25. company is able to achieve higher margins of profit as they
enjoy economies of scale to a greater deal. With more income
than the competitors, the organization has been able to invest in
infrastructure that has boosted connectivity even to the
neighboring countries. A stiff competition exists between a
rising company in internet service provision and us, although
we still boast of a whopping 79 percent share in the market.
Recently we have expanded our services to a roaming service in
the neighboring nations. The expansion has seen the rise of our
total income made in this year by a margin of 8 percent we
attribute this to the new pool of customers made through the
roaming service. Our mission statement states that we strive to
give our customers a world-class standard and aim at becoming
their critical partners in their daily lives as they grow to achieve
their dreams through reliable telecommunication services
Flowchart:
The Task Environment of a company is the environment which
directly affects the company from attaining their business goals.
In brief, it is the set of conditions that directly affect the
organization from attaining their goals which are derived from
suppliers, distributors, customers, stock markets, and
competitors. In addition, task environment refers to the forces
and institutions outside the organization with which an
organization interfaces in the course of conducting its business.
These forces and institutions are directly significant to the
attainment of the company’s goals because they have direct and
immediate impact on decisions and actions of managers. The
important components of task environment are: customers and
clients, suppliers, and competitors.
As per the above flow chart, order is placed by a customer to
front sales executive. That executive bills the amount to
customer. Once the payment is received, he/she passes the order
to operational staff and deposits the fund to accountant. Here,
operational staff prepares and delivers the order and accountant

26. readies the bill. With further documentation, it is forwarded for
further processing. All these set of activities are properly
monitored and supervised by team leader for effective and
efficient delivery.
All above roles are mandatory and interdependent on each other.
For an example, payment is collected by sales executive but
order is prepared by operational staff. If order is not prepared
on time, payment will be returned back to the customer. Further,
replenishment of inventory is mandatory for successful delivery
of orders. Thus, without positive contributions from each other,
service delivery process cannot be completed with a success.
Taking into consideration the dominant market position of
Mofrica in the land telephony segment, and the rising trend in
IP telephony usage, the Group’s market shares in traditional
land telephony decreased for the past few years as a result of
entry of alternative operators in that segment. Market share of
Mofrica in land telephony is still high at more than 70%, which
indicates that the Company provides land telephony services for
500 thousand. In 2015 its market share decreased by 2.3 %.
Analyze at least three possible contact point failures in the
service delivery process for your organization. Why do you
consider these to be possible contact point failures?
The telecom companies prefer to provide quality services to the
target customers along with various consumer-friendly call,
SMS and data facility. The human resource department of
telecom sector guides the employees and supports employees to
provide quality service facilities.
The telecom industry is a constantly evolving industry where
human resource managers cannot get sufficient time to provide
training. Hence, various staffs remain unskilled and improperly
capable. Moreover, the lack of communication in the human
resource department is one of the critical obstacles which
restricts the sector to grow adequately.
There are some factors to consider in succeeding in the
telecommunication industry in the South Africa. The most
important factor is the reliability of the products and the service

27. they provide and the level of satisfaction their subscribers
enjoy. This is considered are a critical stage for the competitors
in the telecommunication industry. Having those factors on the
right track will surely lead the company to success.
The knowledge gap includes the failure in the service delivery
process wherein there is the gap in the service quality process.
The standards gap is the problem in the perception of the
management regarding the expectations of the customers
towards the design of the service delivery process.
When the organization has the lack of goals then it can affect
the management.
There was a gap of communication between the actual service
delivered and what the external communication of the
organization promised regarding the service.
Recommendation:
The company must improve on its customer satisfaction and
technical expertise in dealing with network reliability issues by
having more customer service and technical training to all its
employees and hire new employees with good customer service
expertise and with necessary skills and knowledge of its work.
Also, the management must lower its corporate hierarchy by at
least 1 level for better upper management visibility, creating a
clear escalation procedures and complaint prioritization and
easy and user-friendly survey and feedback forms and
procedures that is regularly reviewed by top management and
tied to each employee’s key performance indicator. Below are
few recommendations for the company.
· Make a high customer service skill as a major factor in hiring
new employees
· Hire industry experts on customer service into the company
· Get individual consultants and companies to advise MOFRICA
LTD on how to improve its internal business processes to be
more focus on customer satisfaction
· Conduct customer service training from internal and external
sources

28. · Empower management to be more involve in dealing with
customer complaints and issues.
Developing the service skills of employees will have an
opportunity for the MOFRICA LTD in attracting more
customers and it will be a good practice for the company for
more revenue and income recognition.
References
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Babin, B. J., & Zikmund, W. G. (2016). Essentials of marketing
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design method. Retrieved from;
https://www.worldcat.org/title/internet-phone-mail-and-mixed-
mode-surveys-the-tailored-design-method/oclc/1016880878
Karam, A., & Ken Wilcox. (2016). The China factor:
Leveraging emerging business strategies to compete, grow, and
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29. Nicholas
Calhoun
Strategic
Marketing
South
Universi
ty
December
27,
2019

30. Nicholas Calhoun
Strategic Marketing
South University
December 27, 2019