Using value-chain analysis to discover customers’ strategic needs David W. Crain and Stan Abraham David Crain‚ a marketing and strategy consultant‚ is visiting professor of marketing at Whittier College‚ CA‚ and former Director of Marketing at Fluor Corporation (davidwcrain@aol.com). Stan Abraham is professor of strategy and entrepreneurship at Cal Poly Pomona (scabraham@ csupomona.edu) and author of Strategic Planning: A Practical Guide for Competitive Success (Thomson South-Western‚ 2006).
Premium Marketing Management Strategic management
Introduction Delta Airlines‚ along with many of its major competitors within the airline industry‚ have been utilizing self-service kiosks as a means to reduce‚ if not eliminate‚ the long lines at airport ticket counters. These kiosks offer business and leisure travelers the opportunity to print out a boarding pass‚ get a baggage ticket‚ or simply check the status of a flight on their own terms. To help Delta implement this initiative‚ Kinetics‚ USA‚ was hired to provide the company with self-service
Premium Airline Delta Air Lines Southwest Airlines
Customer Retention Strategies The easiest way to grow your customers is not to lose them The average business loses around 20 percent of its customers annually simply by failing to attend to customer relationships. In some industries this leakage is as high as 80 percent. The cost‚ in either case‚ is staggering‚ but few businesses truly understand the implications. Imagine two businesses‚ one that retains 90 percent of its customers‚ the other retaining 80 percent. If both add new customers
Premium Sales Customer service Customer relationship management
“One moment can change a lifetime” “Everything happens for a reason.” This universal quote has been heard all across the world and has been said for centuries. There could be many meaning for this quote‚ but there is always one key word that is related to all‚ and that is change. Change occurs throughout one’s life‚ even without notice. Rather these changes are for the worst or the best‚ these changes gives you a new perspective in your life. It helps you open your eyes to what you could not
Premium Family Grandparent
A Term paper on CUSTOMER SATISFACTION AND BEYOND Subject: Sales management Submitted to: Mr. Raghunathan Submitted By: Group: 13 Praveen Kumar Jha (09234) Ravi Teja Reddy. S (0409020) Ramya. K (09238) Shwetha Reddy. T (0409018) Krishna Sumanth .C (0409004) Executive summary: Business industry today is complex. There are big competitions in every business. That is why many research and study are being conduct for their continuous growth. Customer’s loyalty is one factor that can
Premium Sales Customer service Customer
main goal of this paper is to present practical application of taxonomy (Multidimensional Comparative Analysis - MCA) to measure the level of intellectual capital of banks using VAIC™ (Value Added of Intellectual Coefficient) and MV/BV (Market Value to Book Value) ratio. The study includes an estimate of the value of synthetic indicator which is Euclidean distance from Positive Development Pattern (PDP) of the group of 20 banks (10 domestic and 10 European) in 2006-2009 period. As a result‚ author
Premium Financial markets
Friday was the day that I’ve been waiting since 2 months ago. It’s the end of OBS‚ Outward Bound Singapore. Camping‚ kayaking‚ and hiking are the activities there. I got the sea expedition‚ which means 24 km kayaking from Pulau Ubin to Pulau Sembawang. It was tiring‚ of course‚ but it was worth it. "The most painful experience is when you repeat the same mistake again"‚ that’s what my instructor said. "What do you want to be in hot water? The egg‚ which will harden or the carrot‚ which will soften
Premium Debut albums 2007 singles Change
Customer Relationship Management Assignment 1 The Customers Revenge The cases of Jessica and Tom In both cases there is a problem with the Andromeda XL. Jessica had problems all over the place. From a failing air-conditioning to a jammed CD-player. In the case of Jessica she even got a new Andromeda XL. After 3 months the problems happened again. Tom’s failing Andromeda almost ended up in a deadly accident. It begins to be very clear that we are simply dealing
Premium Customer relationship management Customer service Customer
effectiveness‚ and if the group becomes too small‚ the company will lose the benefits of economies of scale. There are often very large customers that provide a large portion of a suppliers business. These single customers are sometimes distinctive enough to justify constituting a segment on their own. This variable should be relevant to a substantial group of customers‚ such as parents who have children. * Identifiability and measurability: Is the kids’ market large enough to be identifiable
Premium Marketing Customer service Customer
Corporate Communications: An International Journal Vol. 10 No. 4‚ 2005 pp. 341-350 q Emerald Group Publishing Limited 1356-3289 DOI 10.1108/13563280510630133 CCIJ 10‚4 342 Hall‚ 1999)‚ brands are now gunning for a share of consumers’ inner lives‚ their values‚ their beliefs‚ their politics; yes‚ their souls
Premium Business ethics Brand Ethics