ABSTRACT Customer and customer loyalty have an increasing importance in today’s competitive world. The companies follow customer share intelligence instead of market share intelligence. The most used method for this is information technology based customer relationship management. In this paper it is examined the factors that affect this loyalty‚ the place of information technology based customer relationship management variables such as club cards‚ calling centers and web sites
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101 Manage customers for profits not just sales) Benson P. Shapiro‚ VKastuh Rangan‚ Rowland T. Moharty‚ and Elliot B. Ross (rl3 High sales volume does not necessarily mean high income‚ as many companies have found to their sorrow. In fact‚ profits (as a percentage of sales) are often much higher on some orders than on others‚ for reasons managers sometimes do not well understand. If prices are appropriate‚ why is there such striking variation? Let’s look at two examples of selling and pricing
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1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
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cited this article as being written by Birkinshaw‚ J.‚ & Crainer‚ S. No such article exists in any database in the OCLS written by either of these individuals. Here is my submission based on the only article by that title I was able to locate from the Harvard Business Review. Article Summary: In the article “It’s not “unprofessional” to gossip at work” published for Idea Watch’s Defend Your Research series for the Harvard Business Review‚ Giuseppe “Joe” Labianca defended the research findings
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(size 12) with single line spacing. The size limit of the document should not exceed 1500 KB. 6. Submissions should be titled (file name) as per the following format – Participant Name(s)_socratix 2013 – eg. “Akhil Pandit_Rahul Ghosh_socratix 2013” 7. Entries should be uploaded on or before 1st October‚ 2013 at http://cochomapp1/event_registration/register.aspx 8. Entries that do not follow the aforesaid timelines would not be considered. 9. The decision of evaluation panel and organizing team
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Sciences (IJFPSS) ISSN:2231-9484 IJFPSS‚ Vol 3‚ No.4‚ pp. 63-70 ‚Dec ‚ 2013 DOI:10.14331/ijfpss.2013.330037 http://dx.doi.org/10.14331/ijfpss.2013.330037 S. Khani The Relationship of Appliance Consumer Personality Trait‚ Brand Personality‚ Brand Loyalty and Brand Equity in the Mobile Phone Industry Sajad Khani*1‚ Seyyed Mahdi Imanikhah2‚ Hamed Gheysari3‚ Seyyed Saadat Kamali4‚ Tahereh Ghorbanzadeh5 1 Faculty of Management‚ Allameh Tabatabaei University‚ Tehran‚ Iran 2 Faculty of Management‚ Payam-e-Noor
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SM0374 Your Undergraduate Programme Learning Goals At the end of your programme of study you will be: 1. Knowledgeable about the theory and practice of international business management 2. Skilful in the use of professional and managerial techniques and processes 3. Aware of ethical issues impacting on business and professional practice 4. Employable as graduates All of the learning that takes place within modules is designed to enable you to achieve the above goals and your assessment
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They learn the ropes‚ get along with their bosses and subordinates‚ gain credibility‚ and ultimately master the situation. Others‚ however‚ don’t do so well. What accounts for the difference? In this article‚ first published in 1985‚ Harvard Business School professor John J. Gabarro relates the findings of two sets of field studies he conducted‚ covering 14 management successions. The first set was a three-year study of four newly assigned division presidents; the second consisted of 10 historical case
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Abstract Customer loyalty programs are the currently used methods by companies to increase their revenues and customer relationship as they act as value sharing tools to improve the customer’s perception of the organization. This method is used because to every organization‚ loyal customers are treated more precious than the company assets. To retain these customers‚ companies implement several strategies and techniques. To study the influence and impact of these programme on the customers of Al
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Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention by Harkiranpal Singh May 2006 UCTI Working Paper WP-06-06 The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention Harkiranpal Singh Asia Pacific University College of Technology & Innovation Technology Park Malaysia Bukit Jalil‚ 5700 Kuala Lumpur‚ Malaysia May 2006 kiran@apiit.edu.my Abstract To be successful‚ organizations must look into the needs and wants of their customers. That
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