Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective
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Introduction Company Background Apple‚ Inc.‚ formerly known as Apple Computer‚ Inc.‚ is a multinational corporation that designs‚ develops‚ and ultimately sells computer software‚ computers‚ and consumer electronics. It was founded by three men of an exceptional intellect; these three men being Steve Jobs‚ Steve Wozniak‚ and Ronald Wayne. Its headquarters is located in Cupertino‚ CA. This illustrious company came into play on April 1‚ 1976‚ and it was known as Apple Computer‚ Inc. on January 3‚ 1977
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Table of Contents Table of Contents i-ii Executive Summary iii 1. Background of Apple Inc. P.1 2. Apple Inc.’s Brand Development Decision 1. Brand Identity 1. Salience dimension P.2 2. Brand Meaning 1. Performance dimension P.2-3 2. Imagery dimension P.4 3. Brand Reponses 1. Judgments dimension P.4-5 2. Feelings dimension P.5-6 4. Brand Relationship 1. Resonance dimension P.6 3. Marketing mix
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CUSTOMER SATISFACTION 1.0 INTRODUCTION Customer satisfaction is a term that normally used in manufacturing‚ business and marketing industries. This measurement benchmark is important for recognizing the potentiality of product or services demand in meeting the customer expectation and requirement. As the economy is now gearing towards globalization‚ remain competitive in product quality‚ reliability‚ creativity‚ innovative‚ competitive price and excellent customer service is vital in order
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Customer service 1 © NSW DET 2008 Topic 1 - Customer service 2 © NSW DET 2008 Introduction It may seem strange that you are studying an area that you already know so much about—customer service. Whether we realise it or not‚ we always judge organisations that we come in contact with and so we already have quite a good understanding of a customer’s perspective. In this module we will put this understanding into a structured model‚ so it can contribute to developing organisational
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Apple computer 2002 Abstract This case basically introduces the history of the Apple Company‚ and shows the company’s ups and downs in the computer industry. Apple Computer is the key factor to upgrade computer industry innovation. It is one of the first companies to venture into the computer marketplace. Apple Computer founded in 1976 by Steve Jobs and Steve Wozniack. After launching the first product Apple 2‚ Apple quickly became the industry leader and ready to change the world
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journey to make Customer Centricity the business model for how we operate. You would have recently gone through the Customer Centricity Training. Customer Centricity is a continuous journey to keep Customers at the center of everything we do. By seeing PNB MetLife through our customers’ eyes and reducing the effort they have to expend‚ PNB MetLife will create competitive advantage as targeted customers come to us‚ stay with us and buy more from us What is Customer Centricity? Customer Centricity
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Sino College Customer Relations Management Strategies Victor Chak Billy Keung Jonathan Cheung Customer Relationship Management (BMC 333) Kenneth Ng 22/11/2013 Table of Contents Introduction 1 Contents 2 1.Organization background 1.1 Weakness in CRM strategies 2.1 2.New mission statement 2.1 Slogon & core value 2.2 Target market selection 2.2 3.New Loyalty program 2.4 4.General Customer relations strategies 2.5 Conclusion Reference Introduction
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Comparative Study of customer satisfaction in public sector and private sectors banks Table of Contents Acknowledgment…………………………………………………1 Executive Summary……………………………….……………...3 Introduction…………………………………………………….....4 Literature Review…………………………………………………6 Banking Industry: An Overview………………………………....12 Objective of Study……………………………………………….12 Research Methodology…………………………………………..13 Data Analysis……………………………………………………14 Findings…………………………………………………….…...16 Recommendations………………………………………………
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