Introduction to customer relations 2. Core concepts 3. Facets of customer relationship management 4. Importance of customer relations 5. Global perspective on customer relationship management 6. Role of Human Resources in Customer Relationship Management PART II –CUSTOMER RELATIONS‚ CUSTOMER SERVICE & PUBLIC RELATIONS 1. Customer Relations and Customer Service 2. Customer Relations and Public Relations PART III – CUSTOMER RELATIONS
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Coke Zero Case Study Coca Cola is world renowned soft drink. Unfortunately when it comes to taking health into consideration this is one of the last things one should be ingesting into their system. That’s why Coke introduced Diet Coke in 1982. Unfortunately the typical male consumer shies away from dieting due to social pressure for being perceived or mistaken for the feminine persona often categorized as a homosexual. With proper understanding‚ Coke was able to market a no calorie‚ body conscience
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Coke v. Pepsi – 5 Forces Analysis Industry concentrate produces High intensity (depends on price/advertising cost/ high number of substitutes(low calorie drinks/no carb drinks/ not carbonated drinks like orange juice) Pepsi products /Coke products New Entrants (barriers/rivalry) High Intensity-Brand recognition dominant market/ patents on style and colors Network relationships & high cost of entry established such as distribution‚ warehouse‚ bottlers‚ and shelf-location high marketing
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our lives around a set of beliefs we have on ourselves‚ on others and on the world around us. These beliefs shape our decisions‚ thoughts and ultimately our actions then as a result whether we know it or not. It is beliefs that also shape us into the individuals we are and it is these very beliefs that limit or allow us to change and grow in our lives as well. We all have them‚ we all have a unique set of beliefs even if many overlap‚ and we often don’t examine our beliefs enough to truly understand
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................................................................................................................................... 8 De-Positioning of Coca Cola vs Pepsi Many times a company deliberately repositions its brand to attract new customers‚ based on characteristics‚ towards which‚ the market seems to be more interested in. This may often involve significant change in marketing strategies of such companies due to the market dynamics to promote and revitalize its brands. But‚the concept
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Explain Christian beliefs about justice‚ forgiveness and reconciliation. In order to explain the Christian viewpoint in relation to justice‚ forgiveness and reconciliation it is necessary to define these terms in their broader‚ and more secular perspective. This will then help to clarify the particular Christian position in this respect. Therefore‚ in order to properly consider what is meant by the term "justice‚" a logical‚ if not basic‚ first step is to look up the term in a dictionary. Here
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THE CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY‚ TOURISM AND RECREATION. CUSTOMER SERVICE CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY [A CASE STUDY OF WHITESANDS BEACH HOTEL] DONE BY : LYNETTE A. NYAGAYA CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425 PURPOSE : Fulfillment of CAM graduate diploma in hospitality‚ tourism and Recreation. [Customer service] Dated July 2008 Presented to : Cambridge Association of Managers‚ International Examinations‚ Cambridge
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1. Compare and contrast core beliefs/values and secondary beliefs/values. Provide an example of each. According to our text‚ “Core beliefs and values are passed on from parents to children and are reinforce by schools‚ churches‚ business‚ and government” (Kotler & Armstrong‚ 2014). For example‚ from an early age children are always taught to be honest and not to “lie”. Lying is a straight that is learned over time as a mechanism of self-protection. So‚ in every professional organization‚ supervisors
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Consumer Behaviour Consumer behaviour is the behaviour that consumers display in searching for‚ purchasing‚ using‚ evaluating and disposing of the products and services that they expect will satisfy their needs. * Personal consumer; buys goods and services for his or her own use‚ for use by the whole household‚ for another member of the household or as a gift for a friend * Organizational consumer; includes commercial for-profit organisations and non-profit organisations‚ public sector
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Chapter 01 Consumer Behavior and Marketing Strategy Multiple Choice Questions 1. Why is China very attractive to marketers around the world? A. because it represents a collective approach to marketing in contrast to the traditional individualist approach used in the United States and other western cultures B. Chinese consumers are very brand loyal C. they are the heaviest users of the Internet D. Chinese teens are easier to understand because they are less "trendy" than teenagers from other
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