1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
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Jones International University Marketing Management BBA 304 Assignment 8. 2 Prof. Fergus Rea By Kelly Charles 22 November 2010 Table of context Introduction Assignment 1.2: Course Project—Target Company Profile and Its Approach to Marketing Assignment 2.2: Course
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ORGANIZATIONS CUSTOMER RELATIONSHIP MANAGEMENT HELPS CHASE CARD SERVICES MANAGE CUSTOMER CALLS If you have a credit card‚ there’s a good chance that it is from Chase. Chase Card Services is the division of JP Morgan Chase which specializes in credit cards‚ offering a vast array of credit card products such as the Chase Rewards Platinum Visa card. As one of the [argest credit card issuers in the United States‚ the company fields a correspondingly large amount of calls from people seeking customer service
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Mobile customer relationship management (CRM) can make a huge difference in almost in company. Reeves has always told his sales teams that less is always more‚ so he wanted to follow his own words when he guided his entire mobile deployment (O’Brien & Marakas‚ 2011). When there are dozens of input lines that must be filled out and a plethora of extra work‚ you are asking for a major disaster. Reeves knew he needed to simplify the process and eliminate lines they did not necessarily need. They are
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Enhancing customer satisfaction with the implementation of Total Quality Management Review of current literatures History of TQM Mehra and Ranganathan (2008) reported that in 1979‚ Crosby gave 14 steps for quality improvement his work was supported by the work of another researcher‚ Ishikawa who stated that training‚ problem solving‚ and quality circles are very crucial ways of achieving continuous improvement. The researchers also spoke about the work of Deming with his contribution of giving
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Chapter 1 Question 2: Define the following terms and explain why they were important during the housing and credit crisis of 2007-2009. a. Mortgage b. Subprime loan c. Asset write-down Answer: Mortgage – is a contract whereby a borrower provides a lender with a lien on real property as security against a loan. Mortgage is important during the housing credit crisis because it is one of the major causes of the problems that financial institutions are facing during the crisis. The
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.......................................... 14 04 December 2013 ii ProQuest Document 1 of 1 The temporary store: a new marketing tool for fashion brands Author: Surchi‚ Micaela Publication info: Journal of Fashion Marketing and Management 15.2 (2011): 257-270. ProQuest document link Abstract: Purpose - The purpose of this paper is to understand the motivations that lie behind the choice of the "temporary store" as a marketing tool‚ with particular reference to the fashion sector
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CUSTOMER SUCCESS ICICI Bank Limited Boosting Datacenter Availability for Largest Private Bank in India with the Help of Symantec ICICI Bank Limited (ICICI Bank) is a trendsetter in the use of banking technology in India. Since 1999‚ ICICI Bank leverages comprehensive datacenter availability and data protection solutions from Symantec. Using Veritas Storage Foundation and Veritas Cluster Server‚ the bank is achieving 99.9 percent application availability and 99.99 percent uptime for its server infrastructure
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Retail Industry overcoming the challenges? A- 1.) Tie –ups with Professional Institutes to overcome the Problem of trained manpower Retail Houses like Reliance Retail and Future group are most likely to ink a strategic partnership with NIFT. The partnership will provide Reliance Retail with trained pool of professionals‚ latest designs and access to NIFT research base.The MoU will be signed up by December 2006. The partnership will include industry sabbatical for NIFT faculty and scholarship
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ABSTRACT Customer and customer loyalty have an increasing importance in today’s competitive world. The companies follow customer share intelligence instead of market share intelligence. The most used method for this is information technology based customer relationship management. In this paper it is examined the factors that affect this loyalty‚ the place of information technology based customer relationship management variables such as club cards‚ calling centers and web sites
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