While taking a decision by an organisation needs to ensure that the decision should have a positive impact on its customer. It should see that the customer is satisfied with the decision or if the decision puts a negative effects on the customer`s perception about the organisation. If the organisation does not focus on the customer satisfaction than the long run for the organisation is difficult. After coming to know the customers, organisation started establishing a unique brand identity and providing excellent customer service for grabbing customer attention. If the intent of business intelligence and analytics is optimizing business opportunities, then most business scenarios involving revenue generation and managing the customer experience
Mystery shopping, a form of participant observation, uses researchers to act as customers or potential customers to monitor the quality of processes, performance and procedures used in the delivery of a service. The need for specific performance information stems from the increasing emphasis being placed on performance by service managers. While service standards are invariably set by head office staff and senior management, the task of delivering these standards falls to individual customer-facing personnel. Variations in service performance can have a major impact on customer satisfaction. This is emphasized by Bateson(1992) who suggested that the customer’s experience during the delivery of a product/service is as important to customer satisfaction as is the benefit that the marketers.
Research the products and organization atwww.fritolay.com. Identify and discuss the most important issues surrounding the successful use of CRM at Frito-Lay. Customer Relationship Management term can be defines as the way the Frito-Lay organization manages and engages actively with the customer. Strategies like CRM provide companies with forms of management that allows the customers to have an active role within the company. The active role is indicated by the customers having input or “Free Choice” of their product.
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
Marketing is a very important tool that enables a product to be marketable. Individuals and groups acquire what they want and need in a social and managerial process through designing and interchanging products and value to others is called marketing (Kotler et al, 1999). Companies create customer attention in their products and services through the process of marketing. Thus, it brings into existence of plans that form the foundation of sales techniques, business development and business communication. This process is combination process where companies can establish strong customer relationships and bring value for their customers and for themselves.
For instance, the developed survey shown in appendix A considers customers’ satisfaction with services of the organization as well as their satisfaction with how workers of the institution interact with them. From the information collected using this survey, the marketing team will change aspects service provision that most customers are unhappy with and also enhance what customers love about the
Comprehensive data is required to tailor products ,services and contact to the customer. The CRM system allows information to be accessed by different departments by categorising and analysing client information into customer profiles. By doi ng so, it enables operationational staff to make informed decisions on the type of product and services that is best suited for the customer as they have the customer’s profile at disposal which includes the customer’s preference , personal information and service
Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means. Read more: Customer Service Definition | Investopedia http://www.investopedia.com/terms/c/customer-service.asp#ixzz4Y9JDmVOz Follow us: Investopedia on Facebook Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item.
Question 2: Discuss the concepts customer satisfaction, customer value and customer relationship in a manner that clearly explain the differences between these concepts as well as the alignment between these concepts in your business. Make use of practical business examples to highlight the meaning. (25) Customer value is the benefit that the customer believes that they receive from our product or service, as discussed above. * Customer satisfaction is critically hinged upon the ability to deliver an acceptable level of value to the customer in a consistent manner. Customer satisfaction is the measure of how our product/service meets the customer value expectations.
Customer experience is defined as customer perception about the organization, its services, products, and process. The customer perception is made of both conscious and unconscious encounters with the relationship with organization and brand during the customer lifecycle. Customer lifecycle starts with the moments he signs the dotted line for the products purchased and/or utilization of services. As far as customer experience management is concerned, the Gartner (world's leading information technology research and advisory company) sum up by saying that the customer experience management is a practice of designing and reacting to customer interactions to meet/exceed customers’ expectations and thus enhances customer satisfaction, loyalty, and advocacy. Customer experience is not only restricted to providing the certain set of pre-described product or service, rather it is about enhancing the delights and making them feel important and valued.