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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Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for segmentation
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Statement: I have noticed problems in the inventory management of Bajaj Collection which is a motorcycle showroom and a dealer of Uttara Motors Pvt Limited. Being a good and only showroom at Mohammadpur‚ Bajaj Collection is not being able to provide customers with the desired bike that the customers want. This problem is only because of their poor inventory management system. They don’t know exactly how to design their inventory so that customers can easily get the desired color or model of motorcycles
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General Management Theories: There are four general management theories. 1. Frederick Taylor – Theory of Scientific Management. 2. Henri Fayol – Administrative Management Theory. 3. Max Weber - Bureaucratic Theory of Management. 4. Elton Mayo – Behavioral Theory of Management (Hawthorne Effect). 1. Frederick Taylor’s Theory of Scientific Management. Taylor’s theory of scientific management aimed at‚ improving economic efficiency‚ especially labor productivity. Taylor
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applied on Honda Motors and we analyse which one is more suitable for Honda Motors. Global strategic management is conducted by managers all over the world. Its success depends on clear communication and understanding between them. The cultural dimensions are discussed from five aspects. They are power distance‚ individualism‚ masculinity‚ uncertainty avoidance and long term/short term orientation. In the systemic perspective‚ the international strategic manager at Honda Motors will take into account
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Research Title “A research on failed marketing strategy of General Motors in India; and recommendation for successful strategy implementation”. Research Aim and objectives This research aims to find out the failure reason of General Motors Marketing strategy in India and recommend suitable strategy for successful implementation. Objectives To review the extant theoretical frame works and conceptual models related to Marketing strategies in developing countries. To investigate the failure
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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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I. Cutting jobs at General Motors is a case that explains the issues taking place‚ and have been taking place with General Motors (GM). GM is at a place where the only money being dealt with is the money they have to pay their workers. This includes hourly pay‚ benefits‚ and pay to their retirees. Since the 1970s‚ GM sales has been declining. To better the company‚ and get them back on track‚ the CEO of GM‚ Rick Wagoner‚ announced a restructuring of the company. He explained how he wanted to
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In 1980‚ General Motors’ executives were faced with a dilemma regarding new plant construction in Detroit‚ Michigan. GM intended to close two of its aging facilities and rebuild new assembly plants at a different site location although still in the Detroit metro area. The only land site matching the construction specifications was a settlement called Poletown‚ Michigan. This township was home to more than 3‚500 residents‚ all of whom would have to be relocated if construction were approved. The
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Working Relationships with Customers Effective communication strategies can help towards building strong working relationships with clients and customers and are very important for the progress of any company. It is essential to create a good impression and therefore it is important that the employee’s self presentation meets the expectations of the customer and leaves them with an overall positive opinion. Employee’s appearance is essential for creating a good first impression to the customer. It
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