to conflict between cost minimization and cost of value-added differentiation. Post-Porter(1980) research indicates companies pursuing differentiation/low-cost strategies may be more successful than companies pursuing only one strategy. (RyanAir/EasyJet/Dell) low cost strategy rarely able to provide a sustainable competitive advantage - firms end up in price wars. best cost strategy is preferred - best value for low price. CLS - winning market share by appealing to cost-conscious/price-sensitive
Premium Porter generic strategies Strategic management Marketing
high costs and elusive benefits. Now some companies are reaping strong returns on their CRM investments. CRM Done Right by Darrell K. Rigby and Dianne Ledingham T HROUGH THE LATE 1990S a n d illtO 2000‚ managers plowed millions of dollars into information systems meant to track and strengthen customer relationships. Often built around complex software packages‚ these customer relationship management (CRM) systems promised to allow companies to respond efficiently‚ and at times instantly
Premium Customer relationship management
sudden shutdown of the customer relationship management (CRM) enterprise information system. The information system shutdown was caused by extensive traffic entering IVK’s network of CRM servers from many locations—an organized attack designed to prevent IVK’s security systems from identifying the attempted intrusion into its corporate network. As a result of the attack‚ the CRM system will not reboot; customer records cannot be accessed; the CRM system is jammed. Immediately after the attack‚ top management
Premium Customer relationship management
ERP system with its company and offsite locations. There are a few unanswered questions as to if Brandon Group should pursue an ERP and CRM solutions in order to meet the company goals and its needs. To address the question‚ Bandon group should most definitely pursue an ERP and a CRM solution for its company. Bandon should first pursue an ERP solution as CRM solutions can be easily integrated within an ERP environment (Trak.In‚ 2010). Key findings in Bandon Group ’s IT infrastructure indicates
Premium Enterprise resource planning Customer relationship management Customer service
interview | Murzainy Bin Mukhtar | * CRM planning process * CRM implementation process * Interview | Adbul Rahman Simatupang | * Impact of CRM on Sales and Marketing Strategy * Interview | Yap Jia Jia | * Outcome of CRM implementation * Note taking of interview | Victoria Goh | * Lesson Learnt * 1st Editing & compiling * Cover page‚ table of content * Interview | Chanel Chan Qing | * Conclusion * Future Plans of company’s CRM strategy * 2nd editing | Table
Premium Customer relationship management
Making sense of customer relationship management Software applications that automate the marketing‚ selling and service functions of the businesses. Levels of CRM: ◦ Strategic CRM ◦ Operational CRM ◦ Analytical CRM Winning and keeping profitable customers Focused on the development of a customer – centric company Three other major business orientations: ◦ Product – centric ◦ Production centric ◦ Sales – centric Focused on: ◦ marketing automation
Premium Customer relationship management
on Investment (ROI) attributable to Customer Relationship Management (CRM) systems. It provides a discussion of the potential returns from such a system. Any organization attempting to analyze the ROI from a CRM solution must first complete a Situation Analysis (SA) to understand where the ROI may come from‚ as the sources of benefits relating to ROI vary from one organization to the next. Sources of ROI attributable to a CRM implementation arise from three general areas: 1. Creation of a long
Premium Customer relationship management Sales Marketing
management challenges from both external and internal market forces‚ increasing competitive intensity and changing customer needs. Managers need to find their way to breakthrough and maintain attractive to a target market. Customer relationship management (CRM)‚ a long-existing management strategy‚ may be a breakthrough for businesses situating at bottle neck. Contemporary businesses have changed their formal vision and mission statements to include the element of customer relationship. It seems that dealing
Premium Customer relationship management Management Customer service
Research Online‚ travel industry expenditures are decreasing and e-commerce is gradually replacing many jobs. With this report in mind‚ CA is set to use this pivot point as an opportunity to leverage proven techniques while improving the existing CRM system‚ and introducing a transparent planning process to increase customer loyalty. Issues and Opportunities Overexpansion and rising costs have been challenging CA. With approximately 32‚000 employees‚ 19% decrease in Rewards members and 20% decrease
Premium Customer relationship management Marketing
Marketability of Hotels. Customer Relationship Management‚ or CRM‚ has many perspectives and definitions that illustrate its fundamental thrust‚ that of trying to present a holistic strategy for managing customer relationships by getting to know the customers and their needs better‚ communicating with them more effectively and trying to fulfil these needs. The research presented in this dissertation attempts to examine the role of CRM for the hotel. ACKNOWLEDGEMENTS I am indebted
Premium Customer relationship management