ASIAN CASE RESEARCH JOURNAL‚ VOL. 16‚ ISSUE 2‚ 347–377 (2012) acrj This case was prepared by Jane Terpstra Tong‚ Robert H. Terpstra of Monash University Sunway Campus‚ Malaysia and Lim Ngat Chin of The Nottingham University of Malaysia Campus as a basis for classroom discussion rather than to illustrate either effective or ineffective handling of an administrative or business situation. Please send all correspondence to Jane Terpstra Tong‚ Department of Management‚ Monash University Sunway Campus
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customers care about relationships with sellers? Customer relationship management (CRM) is a business philosophy designed to improve satisfaction of existing customers and to acquire new customers by communicating with them and better understanding their individual needs. The role CRM is playing in business is getting more important than ever. More and more companies are pursuing CRM‚ investing huge amounts into CRM-related staff training and latest technology‚ spending majority of their time nurturing
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different approach and failed. Each business is different and they have to find out through trial and error what works best for them to gain a competitive advantage. Question #1 Explain how implementing a CRM system enabled Saab to gain a competitive advantage. By implementing a CRM system‚ Saabs competitive advantage increased. They now have a way to see who is interested in their products and services. In the same sense they can look at a particular segment of people and know what they want
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PROBLEMS 1. Mississippi Mud Pies‚ Inc. needs to buy 1‚000‚000 Swiss francs (CHF) to pay its Swiss chocolate supplier. Its banker quotes bid–ask rates of CHF1.3990–1.4000/USD. What will be the dollar cost of the CHF1‚000‚000? Answer: The bank’s bid rate is CHF1.3990/$. That is the price at which the bank is willing to buy $1 in return for CHF1.3990. The bank sells dollars at its ask price CHF1.4000/$. Mississippi Mud Pies must sell dollars to the bank to buy CHF. Therefore Mississippi Mud Pies
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and steel and were interested in Lehigh’s specialised equipment to allow them to gain a competitive advantage. Palmer had acquired Lehigh in 1975 not for synergies with its own speciality steels businesses‚ but for the Continuous Rolling Mill (CRM). CRM is specialized equipment that can convert steel intermediate shapes to wire for Palmer’s Bearing rollers. There are only 6 mills in the US. The specialty steel industry composes 10% of the US steel industry. The quality of steel products is
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department’s analytic capabilities and identify and promote effective business processes. No tC They initially concentrated on the company’s customer relationship management (CRM) software for the simple reason that managers considered it important‚ but most users hated it. Amagansett’s sales force was supposed to use the CRM system to record the details of all client meetings‚ but this was not being done correctly or completely. As a result‚ sales management had a poor idea of what was going on
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MEMORANDUM TO: FROM: DATE: SUBJECT: Ms.Rogers Kailin(Karen) Dong September 3rd‚ 2012 Recommend a cruiser behavior estimation system to improve CRM process As you requested‚ I have investigated the current competitive position and strategies of Carnival Cruise Line (CCL) and implemented the analysis. I suggest that CCL keep promoting the “Fun Ship” theme and make an IT investment in Cruiser Behavior Estimation system by analyzing the consumer behavior activity data. The IT improvement
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course of action to be carried out within the next 6 months. Issues with ICT Help-Desk 1.CRM and MIS: ICT help desk finds it very difficult to resolve problems related to CRM. The marketing department cannot discontinue using CRM because it can do much more than MIS. ICT is in the process of improving their MIS software but are unable to do so because the time is devoted to solving queries related to CRM. 2.Underutilization: ICT help desk staffs 3 people and faces an underutilization of almost
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Integra and the Mitsubishi Eclipse. The basis for choosing these models of car was their low price and good fuel economy. As time passed and tuning evolved‚ many other makes and models of cars made their way into the compact car scene‚ again the popular trend being 4cyl imports. Car companies such as Toyota‚ Nissan‚ and Subaru began to produce cars that would be popular in the compact car market. Eventually companies would even come out with their own tuned cars‚ such as the Mitsubishi Lancer Evolution
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SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN MASTER OF BUSINESS ADMINISTRATION Project Report On WORKING ANALYSIS & CUSTOMER RELATIONSHIP Of NATIONALIZED BANK [pic] SUBMITTED BY: SAPNA JAISWANI_ MBA (2007-2009) SCHOOL OF MANAGEMENT LAXMI NARAYAN COLLEGE OF TECHNOLOGY BHOPAL (M.P.) SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN MASTER OF BUSINESS ADMINISTRATION |[pic]
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