Customer Relationship Management “Customer relationship management is a comprehensive strategy and process of acquiring‚ retaining and partnering with selective customers to create superior value for the company and customers”. Importance of CRM * Identifying customer needs. * Identifying untapped business potential. * Identify strong & weak points of suppliers. * Benchmarking to achieve global excellence. * Help in rediscovering the customers and understanding them
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Customer Service Unit 3 Communication in the customer service role Session 4 Understand how to meet the needs of a diverse range of customers © Creating Careers Limited‚ 2012. All rights reserved. Page 1 of 1 Communicating with people who have language/speech difficulties Try and ask short questions that only require short responses. Don’t raise your voice unless requested as most speech-impaired customers can hear and understand. If you don’t understand‚ ask the person to repeat what
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Unit 2 Assignment 2: Computer Basics Review 1. Which of the following terms is the closest synonym to the term computer networking? a. Telecom 2. Ann uses her email address‚ me@here.com‚ to send an email to Bob‚ whose email address is you@there.com. The message contains a few paragraphs of text. Which of the following will be important to the process of making sure that Bob receives this email? b. Bob’s incoming email server 3. According to the chapter‚ which of the following concepts happens
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Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Learning Objectives 1. 2. 3. 4. 5. How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems coordinate planning‚ production‚ and logistics with suppliers? How do customer relationship management systems help firms achieve customer intimacy? What are the challenges posed by enterprise applications? How are enterprise applications used in platforms for
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Unit 2: People in business Supervisor – is a higher hierarchical level than the customer or sales assistant. They provide support for the manager by leading a small team within the business as instructed by the store manager. The supervisor has to make sure that the team achieve the targets set for it by the manager. Duties Coordinating and planning staff activities to make sure that all jobs are being carried out so that sales targets are met. Supervising the work of the team members. Dealing
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RELATIONSHIP MARKETING What is relationship marketing? Relationship marketing is a more personal approach to promotion which encourages a dialogue with customers and allows more targeted communications. If done well‚ benefits include increased customer retention‚ and the generation of ’brand ambassadors’ who promote your product via word of mouth. Advantages of continued relationship marketing with customers: The advantages of continued relationship with customers: 1. The continued
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communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. Situation Methods of communication 1. The porridge that a guest has ordered is not available. Verbal. The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable. 2. A customer has been spoken
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Behaviour & Information Technology Vol. 28‚ No. 4‚ July–August 2009‚ 373–387 Modelling electronic customer relationship management success: functional and temporal considerations M. Khalifaa* and K.N. Shenb a Information Systems Department‚ City University of Hong Kong‚ 83 Tat Chee Avenue‚ Kowloon‚ Hong Kong; bDepartment of Management Information Systems‚ Abu Dhabi University‚ PO Box 59911‚ Abu Dhabi‚ United Arab Emirates (Received 23 November 2006; final version received 26 January 2008)
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• Quality: In technical usage quality can have 2 meanings: (1) The characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) A product or service free of deficiencies. [Page 55] • Quality issues in manufacturing: Performance‚ Features‚ Reliability‚ Conformance‚ Durability‚ Serviceability‚ aesthetics‚ Safety. [Page 56] • Quality of Conformance: Once the product design has been determined‚ the producer perceives quality to be how effectively
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| | |Unit 001 – requirements and assessment criteria |9 | | | | |Unit 002 – requirements and assessment criteria |18
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