Abstract: This case discusses the customer service initiatives of LL Bean‚ Inc‚ a US-based multichannel retailer. LL Bean had evolved from being a mail order company selling hunting boots into a leading international retailer selling apparels‚ home furnishings and outdoor equipment. Its endeavor was to deliver quality products at reasonable prices and offer excellent customer service to customers. In its 98-year long history‚ the company had preserved the customer-centric tradition set by the founder
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Strategic Cost Management ACCT90009 Seminar 1 Seminar 1 Subject Administration Introduction to SCM oduc o o SC Administration • Subject Coordinator Dr. David Huelsbeck Email: david.huelsbeck@unimelb.edu.au Room: 08.028‚ The Spot Phone: +61 3 9035 6256 Consultation Hours: Monday 4:15pm – 6:15pm • Seminars: Tuesday: 2.15 pm – 5.15 pm‚ FBE ‐ Theatre 211 (Theatre 2) Thursday: 6.15 pm – 9.15 pm‚ Alan Gilbert ‐ Theatre 2 Teaching Format and Resources • Seminar Format 3 hour seminar
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market and a variety of choices available for consumers‚ supplier relationship management is now receiving much attention in business strategy. “Competitive forces are putting firms under pressure to improve quality‚ delivery performance‚ and responsiveness while simultaneously reducing costs. In response‚ firms are increasingly exploring ways to leverage their supply chains‚ and in particular‚ to systematically evaluating the role of suppliers in their activities” (Vijay and Keah‚ 2006‚ p.755). The
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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Explain the factors which might affect a grocery retailer’s selection of suppliers. 300 words. The supply chain needs to deliver the grocery retailer the competitive advantage to create value for the customer at an acceptable cost (1). It has been noted the reduction of time not only reduces costs but also gives a competitive edge to the business‚ therefore the time it takes for stock to arrive is important. ‘The supplier needs to be lean (efficient) and agile (innovative).’ (1) To do this there
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New Zealand Report 1.0 Introduction Throughout the production of this report I will aim to explain an analysis of the costs and benefits of foreign direct investment for New Zealand both in theoretical and empirical terms. When it comes to defining FDI different countries may define it differently and because of this it is arbitrary‚ but foreign direct investment can be described as: "Foreign Direct Investment is the purchase by the investors or corporations of one country of non-financial assets
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century. There are many different classes developed to cater for the ever demanding customers. Some of the classes are C‚ D‚ E‚ G‚ K‚ L‚ R‚ S‚ T class. Also‚ Mercedes reputation is also build in the Formula One scene. 1. Customer retention Customer retention is an assessment that an organization takes to measure the customer defection. It is important because retained customers tend to spend more‚ need lesser loyalty cost and they tend to refer someone to your business. Therefore‚ it is deemed as an
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moderately high level of income inequality within the economy. The benefits of income inequality may be that it encourages the labour force to increase education and skill levels and it also encourages the labour force to work longer and harder. Some of the economic costs of inequality may be that inequality reduces overall utility and it can reduce economic growth. Subsequently there are mainly economic benefits of inequality‚ but social costs are involved. Whilst theory suggests that greater growth may
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Customer Relationship Management (CRM) Learning Objectives Define CRM; Understand the importance of CRM; Explain the determinants of CRM and the key stages in its development; Discuss the main functions and various models of CRM; Explain the role of salespeople as relationship developers Discuss the management of customer relationships. Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? CRM is “the development and maintenance of mutually beneficial
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The Sydney Olympic Games held in 2000 was perhaps one of Australia’s major investments. The event involved Private‚ Social and External costs and benefits. The NSW government experienced the Private costs. Financially‚ the government spent around $1.7 billion dollars on the event‚ which included the sporting facilities‚ advancing the city’s streets‚ transport organisation and the village. The takings received for the event‚ however‚ was around $6 million. The profits are still being made today‚
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