By so doing, the prospector salesperson is creating value to products and satisfying the customer’s need. Account Managers create value by constantly persuading existing product users to continue to make purchases. It is also the responsibility of the account manager in identifying and building a close relationship with a lead user so that both can foster a working relationship that lead to new innovation. This is how each type of salespeople creates value to products and to
A customer retained is a business success. Companies today employ strategies for retaining customers in order to develop customer loyalty. Long term customer relations are ensured with long-term relationship management and relationship marketing. Service firms engage in recruiting competitive employees and training them in order to satisfy their customers, thereby safeguarding their service success. According to Kotler and Armstrong customer satisfaction is the “the extent to which a product’s perceived performance matches buyers’ expectations”.
1.1 Explain the concept of the “customer experience” The concept of the customer experience is based on the idea of meeting the needs and expectations of the customer. It is also based on what the customer had got from purchasing the products and services, how good that service was/is and would they come back. The concept of the customer experience refers to the all the experiences the customer has with Salons Direct and is based on all dealings and opinions about us. Customer experience is a fundamental part of customer relationship management and it is important to our business because customers who have a positive experience are more likely to become repeat customers and loyal customers of Salons Direct. 1.2 Explain different methods of segmenting and characterising customers The key to a successful business is to find out who our customer base is, what the customer wants, the age, gender, spending patterns etc.
With the implementation of HRIS, your company will excel at: Recruiting o Rightsizing (linking employee needs to organizational strategy) o Outsourcing (Contingent workers, i.e. temporary, part-time, contingent, contract; or overseas workers) Employee selection: o A diverse workforce Training & Development Ethics & Employee Rights Motivating Knowledge Workers Paying Employees Market Value Communications Decentralized Work Sites Skill levels Legaliites THE IMPORTANCE OF PERFORMANCE MANAGEMENT Performance Management is the continuous process in which managers and employees work together to set objectives, monitor and assess progress, provide on-going coaching and feedback to ensure that employees are meeting their objectives and career goals and overall contribution to the organization. Through the implementation of Performance Management Systems, you can reach maximum growths (more income for shareholders and the company) and develop dedicated employees
Regard to Lee and Koh (2001), the term of empowerment refers to the view of “behavior of supervisor” that empowers their employees and the “psychological state of a subordinate” perceives four dimensions of meaningfulness, competence, self- determination and impact, which is affected by empowering behaviors of the supervisor. Cook, Sue, Toby and Peter (1981) also supposed that empowerment means managers encourage employees to act on their own initiative and concede them flexible space to make judgments by themselves. Supervisors encourage the customer-contact employees to exercise their discretion so as to make decisions in a timely fashion and immediately satisfy customers’ needs. In hotel industry, delivering quality service is essential for success and survival in today’s competitive environment (Dawkins, 1993; Zeithaml, 1996). In order to gain competitive advantage and increase effectiveness and efficiency, companies are now paying more and more attention on improving service quality.
Job analysis: Job analysis gives information with regards to job description and job specification which is helpful to identify the importance of the specific job to the organisation. 6. Employee Motivation and Welfare: As the employee is asset to the organisation the HR department always take care of employees with regards to their needs and tries to motivate them by offering various benefits and appraising them for their
They are making those decisions on the basis of the relationships that they have with their suppliers. *Dr.A.Sakunthala, Assistant Professor, GITAM Institute of Management, G.U Visakhapatnam. Enabled by IT, CRM helps to identify ways to bring occasional customers into the tier of more valued and more profitable customers. It also helps to identify those who do not fit the profile of present or potentially profitable customers, enabling businesses to essentially fire them as customers. CRM is viewed as the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction.
The study show on how organizational commitment may influence on retention, attendance and job productivity. According to McNeese-Smith (1995) if employees are morally committed to an organization, the increasing of like hood of retention, consistent attendance, and increased productivity can be expected. In addition, the studies also identify on organizational commitment that could interact with job satisfaction to affect turnover intention among employees. Organizational commitment is an attachment with organization (Mathieu, 1990). In simpler words, job satisfaction is linked to the job; organizational commitment emphasizes links to the organization (Lim, 2007).
Customer expectation match and the level of service delivery are key measurements of the quality of service. Quality of service is defined from the customer standpoint and their perceptions of how satisfied were they with the service delivery. Hence it is very critical feature that obliges the marketing managers to examine their quality of their service basing on the customer approach. Therefore, it is significant for service based organizations to find out what customers want, expects and need, and then develops services that either meet or exceed customers’ expectations. It is important because service based companies need to enhance its quality of service in order to be distinct in the market and gain customer satisfaction and hence their loyalty.
CHAPTER 2: LITERATURE REVIEW 2.1 Introduction Internal marketing is an activity which is viewed as critical and fundamental so as to create a customer- focused organizational culture, with aim to establish the internal and external awareness of customers by removing obstacles for the effectiveness of the organization (Christopher, Payne and Ballantyne, 1991). The concept of internal marketing is more acceptable in service sector such as banks or insurance companies where employees have a direct contact with the customers thus managers should find ways to manage their employees to increase the market orientation (Hartline and Ferell, 1996; Donavan, Brown and Mowen, 2004).Internal marketing helps in maintaining workforce and helps in accomplishing the performance targets sets by the organization ( Dunnes & and Barnes, 2000). Managers need to know what are the factors that make employees committed at work by making them aware about their customers and competitors without affecting the profitability of the firm. 2.2 The 4p’s of Internal Marketing 2.2.1 Products Products in internal marketing are necessary to change and influencing employees’ attitudes and behaviors. However, to perform internal marketing successfully, it is not possible to determine a product just from the management viewpoint and position but it is the needs and conditions of employees that matter.