Customer relationship management (CRM) is a business philosophy and set of strategies‚ programs‚ and systems that focuses on identifying and building loyalty with a retailer’s most valued customers (Levy‚ Weitz 275). A loyal customer is one who is committed to purchasing merchandise and services from a specific retailer‚ he or she resists the efforts of competitors‚ and also has an emotional attachment to a retailer. The four steps involved in the formation of a CRM program are collecting customer
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Customer Relationship Management • “The purpose of a business is to create customers” – Peter Drucker • New customers cost you money – money spent on advertising and marketing 1 Company Orientations toward the marketplace 2 CRM Customer Relationship Management (CRM) enables an organization to better management relationships with suppliers‚ distributors‚ and dealers‚ among others 3 CRM • The purpose is to identify‚ retain‚ and place the right kind of customer and foster
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1. Abstract This white paper explores the Return on Investment (ROI) attributable to Customer Relationship Management (CRM) systems. It provides a discussion of the potential returns from such a system. Any organization attempting to analyze the ROI from a CRM solution must first complete a Situation Analysis (SA) to understand where the ROI may come from‚ as the sources of benefits relating to ROI vary from one organization to the next. Sources of ROI attributable to a CRM implementation arise
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Customer Relationship Management “Customer relationship management is a comprehensive strategy and process of acquiring‚ retaining and partnering with selective customers to create superior value for the company and customers”. Importance of CRM * Identifying customer needs. * Identifying untapped business potential. * Identify strong & weak points of suppliers. * Benchmarking to achieve global excellence. * Help in rediscovering the customers and understanding them
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Tesco-a Case Study by Article 13 As part of their ongoing programme Article13‚ the leading corporate social responsibility experts‚ have released a Case Study of Tesco. Below is a synopsis of the Case Study‚ which can be accessed in full at www.article13.com. Who are they? Tesco is a leading retailer‚ operating 2‚291 stores around the world and employing 296‚000 people. It has grown from a purely UK operation‚ developing international markets in Ireland‚ Central Europe and Asia. There are
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2 OBJECTIVES OF THE STUDY To know the factor which influence to buy the two wheeler in SRI Meenakshi Honda To know consumer behaviour while purchasing of two wheeler. To identify the various factors leading the customer to purchase Honda two-wheeler. To find out the reasons for buying the Honda two-wheeler To study the behavioural factors of consumers in two wheelars To analyse the impack of behavioural factors of consumer and choosing particular branch To the study the consumers opinion
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Motivational theory in practice at Tesco Curriculum Topics • Motivation • Taylor’s theory • Mayo effect • Maslow and Herzberg Introduction Tesco began in 1919 with one man‚ Jack Cohen‚ a market stallholder selling groceries in London. TESCO was formed out of a merger with T.E. Stockwell from whom he purchased tea for sale on the stall. The first store opened in 1929. Since then‚ Tesco has expanded across the world. It now has over 2‚200 stores including hypermarkets and Tesco Express outlets to meet
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Retail multinational learning: a case study of Tesco The Authors Mark Palmer‚ Aston Business School‚ Aston University‚ Birmingham‚ UK Acknowledgements I would like to thank Dr Barry Quinn at the University of Ulster for his thorough critiques of my ideas on an early draft of this work. This paper has developed out of doctoral work supported by Sainsbury’s. I am also grateful for the assistance of British Stores & Shops Association and‚ in particular‚ The George Spencer Trust under individual
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Acknowledgement Chapter 1 1. Introduction and Background to the study 1 - 2 2. Reasons to chosen the topic 2 - 3 3. Research Aims / Objectives 3 4. Importance of the study 4 5. Scope of the study 4 - 5 6. Limitation of the study 5 7. Structure of the study 6 Chapter 2 Literature Review 2.1 Introduction 7 - 9 2.2 What is Customer Service 9 - 10 2.3 What does customer care really mean 10 - 15 2.4 Why Service excellence
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DOING BUSINESS IN NIGERIA This is a guide to doing business in Nigeria. It is a general overview of the Nigerian political‚ economic and legal environment. It is by no means an exhaustive work on investment in Nigeria. It simply sets out the basic information on business in Nigeria and recourse to other research materials is encouraged. We disclaim any responsibility for any loss or damage suffered by any person on account of reliance on this work. I INTRODUCTION 1. A General Overview 2. Political
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