3.1.1 Political and Legal Factors 3.1.2 Economic Factors 3.1.3 Social Factors 3.1.4 Technological Factors 3.1.5 Environmental Factors 3.2 Micro Environmental Analysis 3.2.1 Industry Analysis 3.2.2 Market Analysis 3.2.3 Competitor Analysis 3.2.4 Customer Analysis 3.2.5 Stakeholder Analysis 4.0 Internal Analysis 4.1 Resource Analysis 4.2 Marketing Audit 4.2.1 Marketing Strategies Audit 4.2.2 Marketing Structure Audit 4.2.3 Marketing Systems Audit 4.2.4 Marketing Function Audit 4.2.5 Marketing
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CRM at Minitex CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers ’ needs and behaviors in order to develop stronger relationships with them. It plays an important role in understanding customer’s needs by gathering the information about the customers that helps in marketing and selling the company’s products. With an effective Customer Relationship Management strategy‚ an organization can increase revenues by providing better services and selling
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http://jsr.sagepub.com Journal of Service Research DOI: 10.1177/1094670506294666 Journal of Service Research 2006; 9; 113 Denish Shah‚ Roland T. Rust‚ A. Parasuraman‚ Richard Staelin and George S. Day The Path to Customer Centricity http://jsr.sagepub.com/cgi/content/abstract/9/2/113 The online version of this article can be found at: Published by: http://www.sagepublications.com On behalf of: Center for Excellence in Service‚ University of Maryland Additional services and information
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QANTAS AIRWAYS The Qantas Airways is the largest airline in Australia. Its Human Resource Management operates in the company in four major areas‚ which are business segments‚ corporate‚ shared services‚ development‚ and learning. This report gives limelight to the Qantas airways HRM and its role in ensuring perfect operations of the company. It further discusses change management and job analysis and design. The company has undergone intensive change management such as cutting of prices and labor
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Etihad Airways Etihad Airways is considered as one of the youngest airlines in the world‚ yet it managed to seize a leading place within the aviation industry. Etihad Airways received the 2008 Marketing Award of the “Airline Strategy Awards”‚ one of the most recognized awards in the industry‚ just five years after starting commercial operations‚ followed by many international awards. This early success can be attributed to the marketing strategy employed by Etihad‚ which resulted in creating a
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QANTAS SHARE PRICE EVALUATION 6 3.1. Share Price Definition 6 3.2. Share Price Behavior 2012 6 3.3. Share Price History 7 4. Recommendation 8 REFERENCES 9 EXECUTIVE SUMMARY The aim of this report is to evaluate whether Qantas airways is a suitable company for ethical investment. Firstly‚ Qantas has currently been incurring in an ethical issue‚ because it has reduced in almost 50 % its staff in order to obtain better profits‚ however‚ the flight safety has been affected due to
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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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British Airways I. Personality Elements i. Name British Airways‚ older British Airways Ltd. Founded in 1974. ii. Logo iii. Slogan “Upgrade to British Airways”‚ is slogan explained the feeling to the company to be a high airplane company. iv. Style Style‚ it’s like an icon. British Airways is an icon for the airways high company. It has conquered the world through its service and quality. After 35 years it is still in the market. . v. Advertising British Airways wants a good image. It creates
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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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Introduction to customer relations 2. Core concepts 3. Facets of customer relationship management 4. Importance of customer relations 5. Global perspective on customer relationship management 6. Role of Human Resources in Customer Relationship Management PART II –CUSTOMER RELATIONS‚ CUSTOMER SERVICE & PUBLIC RELATIONS 1. Customer Relations and Customer Service 2. Customer Relations and Public Relations PART III – CUSTOMER RELATIONS
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