Market Orientation According to Naver and Slater (1990), market orientation is one of the organizational cultures which will lead to high performance of a business. This is because the business is able to provide customer superior value with lead cost and time. Market orientation includes customer orientation, competitor orientation and interfunctional coordination. Market orientation will lead to new product performance whether the new product is achieving customers’ expectation or out performing than their competitors (Zhang & Duan, 2010). From Zhang and Duan’s research (2010), market orientation is important than innovation orientation, because customers’ expectation was studied and innovation of new product was built according to customers’
It plays a very vital role in measuring the loyalty of the customers, to recognize the unhappy customers and customer satisfaction also defines the point of separation to attract the new potential customers. Customer satisfaction has also been observed as an integral characteristic of retention of the existing customers and positive word-of-mouth (WOM) publicity. Customer satisfaction and customer retention were both directly proportional. Organizations that move towards embracing the market, elicit an idea of advantage on themselves and the society. It drives the general public 's plan of action to move toward social needs, there by bringing the interests of business firms and the enthusiasm of society in to harmonious relationship.
When they able to meet customer’s satisfaction, it might help customer stay loyalty with them. They can evaluate customer satisfaction by using customer survey. Besides that, Maxis can increase the quality of product and service to achieve their customer satisfaction. Customer Profitability Maxis should set their objective by selling as much as possible in order to gain more customers. The more customers they gain, the more profit them able to get.
The construct of customer focus is a staple of relationship marketing, which refers to “the process of identifying and establishing, maintaining, enhancing, and when necessary terminating relationships with customers and other stakeholders”(Gronroos, 2004 cited by Augustine, 2011). This is the reason why we are getting closer with them by conducting the customers survey in order to track their satisfaction as well as to know what they want. As Moorman and Rust (1999 cited by Augustine, 2011) have documented, the marketing function positively and
While companies often view such point-based programs as a fast way to enhance profitability by inducing customers to buy, they are finding that there is a much greater value provided by loyalty programs: the collection of information from program members. Companies can then use this data to develop a 360-degree view of customer interactions and determine how best to tailor process enhancements by segment – particularly for high-value
Therefore, having CRM in SMEs is to enhance a good customer services. CRM is a tool to implement a marketing strategy to focus on the customer. According to Parvatiyar and Sheth (2001), CRM defined as a strategy and process of acquiring and retaining customer which can create superior value for the company. By create a good customer service, customer relationship management play an important role to maintain the relationship with the customers. In term of CRM, not all customers are the same.
Customer relationship management is a comprehensive process of establishing and maintaining profitable customer relationships by contributing advanced customer value and satisfaction. When the customers’ satisfaction is fulfilled, the delighted customer will repurchase and promote the particular products of company and thus result in better company’s performance. During this step, marketers cooperate closely with partners outside the company in order to create customer value and develop formidable customer relationship. Moreover, marketers representing the customer need to different departments and delivering the customer value by linking these
Brand Loyalty: Brand loyalty is important to managers because it will improve their customer retention, which will in turns have a favourable impact on profitability. When a consumer is satisfied with a brand to the extent of making a repeated purchase he can be said to be loyal. Brand loyalty is a sign that the brand in question meets the needs of the consumer in the area of quality and other attributes. In taking a decision about a brand all the factors that affect brand loyalty like trust, customer satisfaction, brand involvement, product quality and company image must be taken into consideration. Brand loyalty can make the manufacturer of the brand to be complacent and take the consumers for granted.
Explain the importance of recruitment and selection procedures. (P3.2) 6. Evaluate the role of motivation, remuneration and training in sales management. (P3.3) 7. Explain how sales management organizes sales activity and control sales output.
EXECUTIVE SUMMARY:- Mass customization is an important concept in today world. It allows the companies to make value addition to their products by designing it in the manner the customers want it. There was a research survey conducted on this. The survey was conducted to understand the issues and benefits of mass customization. The study was done using a survey which was completed by a group of managers/ directors who had attended a conference on it.