THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT IN CUSTOMER RETENTION AND CUSTOMER LOYALTY IN HOTEL INDUSTRY TSANG‚ WAI KIT MATRICULATION NUMBER: 53624975 EDINBURGH NAPIER UNIVERSITY EDINBURGH Dissertation submission for the award of BA (Hons) Marketing Management Date: November 2014 Supervisor: Margaret Chui Word count: 1620 Table of contents Selection Title Page 1. The Background of the Study and Overall Research Aim 3 2. Research Objectives 4 3. Initial
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CUSTOMER MANAGEMENT PROCESSES It becomes extremely important in today’s competitive world to outsmart the competitors not only by innovations in product and quality but to introduce new strategies in selecting‚ acquiring and maintaining a healthy relationship with the customers for the overall development of the company. The customer management processes involves: * Selecting a customer by creating customer segments based on the customer value proposition. Selection can be based on demographic
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Clean Kitchen Dirty Kitchen Tinikling in Oil Harvest Pista ni San Isidro Labrador One Sunday Afternoon‚1984 Catching Chicken‚ 1998 Potting Flowers Market Scene‚ 1975 Oil in Canvas Fruit Vendor Interaction The Sketch Parisian Life Spolarium‚ 1884 Homage to Tandang Sora‚ 1997 Monumento ni Bonifacio‚ 1930 Allegorical Harpoon People Power‚ 1993 Spirit of Pinaglabanan‚ 1974 Penitensya‚ 1982
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researching existing and prospective customers. Even tools thought of as "new" a decade ago‚ such as internet advertising‚ e-mails‚ and text messaging‚ are now seen as the norm or even antiquated. Newer technologies‚ including GPS‚ DVR’s‚ social media and smart phone applications‚ are becoming increasingly important. Two major tools being used today are customer relationship management systems (CRMs) and social media marketing. CRM Customer relationship management systems use technology to organize
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CASE: 1 Olympic Rent-a-car U.S.: Customer loyalty battles Company Name: Olympic Car Rental Co. Characters: Laura Walkins(VP-Marketing) ‚ Andy Kim(Manager CRP)‚Seth Bergman(Senior Financial Analyst)‚Eva Chan(Southwest regional Manager Sales)‚ Marvin Fleming(OM)‚ Sriny Vajarain‚Jorge Martinez & Amy Mckeever( Franichisee operators). Theme of Case: One of the competitor company named “Enterpise Car Rental Co.”-the biggest player in the market has announced an attractive custom loyalty program. This
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The "Gentleman" in Ivan Bunin’s‚ "The Gentleman from San Francisco"‚ believes that he deserves his happiness because “…first he was rich‚ and second‚ despite his fifty-eight years‚ he was just about to enter the stream of life’s pleasures” (Bunin‚ pg. 447). This man represents the archetype of a Western Capitalist and leads a shallow life investing his entire life into accumulating a comfortable wealth and establishing a family. The gentleman feels this entitlement because he has followed this ‘poshlost’
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2013 The Influence of Customer Relationship Management in Business What makes a business prosper? What keeps your costumers coming back to your business rather than going to others? How can you continue to blossom as a business owner? There are many questions to be answered in the world of business. However‚ there is not just one correct answer. The motives of people and their needs can be different with everyone. But there is something that every successful business
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Cast: Paul Cheng – founder of San Fabian; immigrated from mainland China in 1940; considered wealthy‚ with successful children and multiple lines of business (restaurants); 7% shareholder in MacDowell Corazon Aquino – newly elected President (Feb 1987) of the Philippines Carlos Valdez – Vice President of Sales (head of San Fabian’s salesforce) Luis Rabat – assistant sales manager in charge of retail sales in Manila Marcelo Amado – head of government sales in Manila Toni Salgado – responsible
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1 Marketing: Managing Profitable Customer Relationships GENERAL CONTENT: Multiple-Choice Questions 1. Central to any definition of marketing is _____. a. demand management b. transactions c. customer relationships d. making a sale e. making a profit (Answer: c; p. 5; Easy) 2. All of the following are accurate descriptions of modern marketing today‚ except which one? a. Marketing is creation of value for customers. b. Marketing is customer satisfaction at a profit. c. Selling
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SOCIAL ACCOUNTABILITY 8000 SA8000® is a registered trademark of Social Accountability International Page 2 of 10 SA8000:2008 ABOUT THE STANDARD This is the third issue of SA8000‚ an auditable standard for a third-party verification system‚ setting out the voluntary requirements to be met by employers in the workplace‚ including workers’ rights‚ workplace conditions‚ and management systems. The normative elements of this standard are based on national law‚ international human rights norms
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