Running head: Customer Relationship Management Systems Customer Relationship Management Systems Author Note: This paper was prepared for Introduction to Information Systems‚ Fall 2013 Abstract Customers have become increasingly aggressive in their demands for superior quality‚ but also for quick to respond service. Customer relationship management is the response to this growing need. In this paper‚ we will learn about the different types of CRM systems‚ their
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targeted customers at a profit grounded on high-quality customer-related data and enabled by information technology (book) Types of CRM Strategic CRM: customer-centric business strategy Dedicated to winning and keeping customers by creating and developing better value than competitors.Product oriented: customer choose products with best quality‚ performance‚ design etcProduction oriented: low price products Sales oriented: customers are persuaded by advertisement and sales promotions Customer – market
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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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is growing at the rate of 200 per cent (edi case studies); with the UK accounting for roughly around 70% of the European market. EDI is being embraced globally for many reasons: ? Reduction in hard materials such as paper ? Cost reduction ? Customer service improvement ? Reduction in transcription errors ? Increased competitive advantage The EDI philosophy closely follows that of the Japanese Just-in-Time (JIT) approach. This focused around a large number of small deliveries of stock‚ rendering
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IMPLEMENTING RELATIONSHIP MARKETING: THE ROLE OF INTERNAL AND EXTERNAL CUSTOMER ORIENTATION by T.F.J. Steyn*‚ S.M. Ellis** and F.A.A. Musika* *WorkWell: Research Unit for People‚ Policy & Performance School of Entrepreneurship‚ Marketing and Tourism Management Potchefstroom Campus North West University[1] **Statistical Consultation Service Potchefstroom Campus North West University Paper presented at the European Institute for Advances Studies in Management (EIASM) Workshop on
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----- 1. Discuss briefly about customer retention strategies in customer relationship management. The various customer retention strategies are: A. Reducing Attrition Virtually every business loses some customers‚ but few ever measure or recognise how many of their customers become inactive. Most businesses‚ ironically‚ invest an enormous amount of time‚ effort and expense building that initial customer relationship. Then they let that relationship go unattended‚ in some cases even losing
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CUSTOMERS RELATIONSHIP MANAGEMET AT TESCO A Must‚ Every Customer Wants to be satisfied 7/7/2011 Name: Table of Contents Chapter 1. Executive Summary ….….………………………….………………3 Chapter 2. Literature Review……………………………………………………4 Chapter 3. Limitations to Research……………………………………………..6 Chapter 4. Research Methodology……….……………………….….…..……..7 Chapter 5. Research Findings and Results ……………...……..…………………9 Chapter 6. Evaluation…………………………………………………………...10 References …………………………………………………………………………………………
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by Asda in 2003. Sainsbury’s Supermarkets employ over 145‚000 people‚ including Sava Centre. A large Sainsbury’s Supermarket offers over 23‚000 products‚ 40% of these are Sainsbury’s own brand. The Sainsbury’s supermarkets serve over 11 million customers a week and as at June 2002 had 463 stores throughout the UK. In the year ended March 2003 it reported worldwide group turnover of over £17.4 billion and profits of £454 million‚ with a total of over 170‚000 full-time and part- time staff. The
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Tesco‚ Asda‚ and Sainsbury in UK continue to compete with each other in order to become the best and biggest retailer in the country‚ and to grow in size‚ structure and increase their market share. The retail business is expanding as a result of companies acquiring other businesses and mergers between different companies. The expansion in the retail sector in UK is due to the tough competition between retailers. Retailers are trying to cut their prices in order to win the customers‚ maintain their
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THESIS Customer Relationship Management Jens Berfenfeldt Luleå University of Technology MSc Programmes in Engineering Industrial Business Administration Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2010:111 CIV - ISSN: 1402-1617 - ISRN: LTU-EX--10/111--SE "If growth is what you ’re after‚ you won ’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell
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