Managing Customer Relationships QUESTIONS 6-1 Nonfinancial measures such as customer satisfaction and customer loyalty are important in managing relationships with customers‚ but an excessive focus on improving customer performance with only these metrics can lead to deteriorating financial performance. To balance the pressure to meet and exceed customer expectations‚ companies should also be measuring the cost to serve each customer and the profits earned‚ customer by customer. 6-2 Examples
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ASDA – STRATEGIC DECISIONS ASDA is a large organisation that operates internationally; therefore they have branches in different areas. Their main targets are families‚ and they do everything towards making good customer satisfaction. In order to make this possible they communicate with their customers and employees through different methods. ASDA has their strategic decisions to operate and keep the customers informed. First method used in ASDA is dropping leaflets/catalogues. This is a written
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Introduction 4 1. Marketing mix using Tesco Poland as an example 5 1.1 Products 5 1.2 Price 6 1.3 Place 6 1.4 Promotion 7 1.5 People 7 1.6 Process 8 1.7 Physical evidence 9 1.7.1 Parking 9 1.7.2 Buildings 9 1.7.3 Stores/decor/furnishings 10 2. Micro environment - competition 11 2.1 Tesco vs. Biedronka (Ladybird) 12 2.2 Tesco vs. Carrefour 12 2.3 Comparison of the top 3 retail chains in Poland 13 2.1 Current and potential threats to Tesco in Poland 16
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word Sainsbury instantly brings a supermarket to one’s mind. The branding and marketing have been key strengths of the company since they have been able to distinguish in the minds of the customers what the company stands for. They are a highly visible organisation with supermarkets across UK and in other nations as well. The orange colour used for the Sainsbury logo is very traditional and pivotal to the campaign. Weaknesses - Although the company has a strong brand value‚ as a customer it is
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ASDA company’s strategic position within its industry. Table of Contents 1. Introduction In the operation of a business‚ except for the random risk factors‚ factors related to the success or failure of the business depends on the correctness of the proposed strategy and the implementation of effective strategy. A proper strategy‚ comprehensive and consistent can bring enormous benefits to the enterprise. However‚ conversely‚ a lack of information strategy
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1. Contextual analysis of the Tesco 2. Customer Analysis (markets‚ segmentation‚ targeting and positioning‚ branding) 3. Competition analysis (major competitors‚ their strengths and weakness etc) 4. Tesco strategic approach 5. Channel analysis (distribution and communication) 6. Marketing Management Implementation of Tesco Plc 7. Contingency Plan Conclusion References Executive Summary This article discusses about marketing-plan developed for Tesco Plc which is the largest retail
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Figure 2: Ansoff matrix for Tesco’s marketing strategy P8 Figure 3: Tesco’s sub-bran poisition in the United Kingdom P9 Figure 4: Tesco’s competition in the UK P10 Figure 5: Tesco’s internal competition P10 Core competencies P11 Human Resource P12 Recommendations P13 Conclusions P14 References P15 Appendices P17 Appendix 1: Retail Competitors Analysis by Mintel P17 Appendix 2: Leading UK food retailers‚ market shares‚ 2008 P18 Appendix 3: Tesco UK store formats‚ 2008/09 P 19
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The relationship between a banker and a customer is as follows: 1. Contractual Relationship: The contract takes place the moment an account is opened by a customer with a bank and this contract remains valid till the customer operates his account as per the terms and conditions agreed between them. 2. Debtor and Creditor Relationship: When a customer opens an account with a bank and maintains a credit balance‚ the banker assumes the position of a debtor and the customers assumes the role of a
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Customer Service Relationship Management & Customer Service Relationship Strategy Customer service relationship management can be used in many ways to help establish a strong customer relationship with the company you’re doing business with. With it a company’s goals can be best achieved through identification and satisfaction of the customers’ stated and unstated needs and want to provide a high level of customer care. Using technology now a days you can identify‚ target‚ acquire‚ and
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Tesco Plc Annual Report Financial Information Content page Question 1.................................................................................................................................3 Question 2.................................................................................................................................3 Question 3...............................................................................................................
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