Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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An Overview of Customer Satisfaction Models Willard Hom‚ M.B.A. Interim Director of Research Policy‚ Planning & External Affairs Division Chancellor’s Office‚ California Community Colleges Abstract The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. Such models clarify various theories about customer satisfaction‚ making research and analysis
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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Chapter – 1 Market – driven strategy What is strategic marketing ? Ans : Marketing is the process of identifying ‚ creating & delivering customer value in exchange of profit . In other sense ‚ Marketing is managing profitable customer relationship . Strategic marketing is the concept of developing market driven strategy to develop superior customer value & long term customer relationship . Why we need to know about strategic marketing ? Ans : In a competitive situation each
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Integrated Marketing Communications (IMC) and Customer Satisfaction Strategy For The Alpha & Omega Medical Company MKT 500 Marketing Management Week 8 Assignment # 4 By
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reaching and researching existing and prospective customers. Even tools thought of as "new" a decade ago‚ such as internet advertising‚ e-mails‚ and text messaging‚ are now seen as the norm or even antiquated. Newer technologies‚ including GPS‚ DVR’s‚ social media and smart phone applications‚ are becoming increasingly important. Two major tools being used today are customer relationship management systems (CRMs) and social media marketing. CRM Customer relationship management systems use technology
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The Role of Internal Marketing and E-marketing in attaining Customer Satisfaction in the Educational Industry A case study: New Century School/Private Schools Sector Traditionally‚ customer satisfaction has been viewed as the primary antecedent to loyalty given the link between satisfaction‚ repeated purchase‚ positive recommendation‚ and profitability. However‚ satisfaction as a measure of the strength of the customer–brand relationship has been criticized as too cognitive in nature‚ measuring
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MARKETING IN THE 21ST CENTURY COMMENTARY Implementation Strategies in the Market-Driven Strategy Era David W. Cravens Texas Christian University The very insightful analysis of marketing strategy implementation by Piercy (1998 [this issue]) points to several key issues concerning the role of marketing in the 21st century. Perhaps most compelling is his assessment of the potential threats to the role of marketing in the organization and implementation in particular. He examines several important
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The Crucible: love driven jealousy Abigail’s envy of Elizabeth and John Proctor’s relationship continuously drove the conflict throughout the play‚ The Crucible written by Arthur Miller. Arthur Miller depicts Abigail’s love driven jealousy as a major scandal‚ perhaps in its entirety leading to the dramatization of these Salem witch trials. Although Abigail had already taken part in an affair with John Proctor‚ the betrayal of his wife was not enough for her. While Abigail fell deeper in love
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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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