CHAPTER TWO
1.0 INTROUDTION
Customer Relationship Management ( CRM ) encompasses activities and processes intended to help an organisation understand, communicate with, and service the needs of customers and prospects. Many firms have developed interest in creating customer centric business strategies, from this firms are evaluating and implementing some kind of customers relationship building functionality. This can help industries from contact management to e_business from customised project proposal configuration to alliance partner management.
Customer Relationship management helps a business understand who their customer are, how they like to interest with the company, how profitable they are, and what their future might be. In this
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• To understand the various strategies that the kafubu water and sewerage company use to enhance their customer relations. • To evaluate whether customer relationship is being achieved by kafubu water and sewerage company.
1.4 RESEARCH QUESTIONS
1 Is kafubu water and sewerage company meeting the needs and wants of its customers?
2 How well has kafubu water and sewerage company do to handle its customers complaints?
3 What strategies is the company employing to maintain customer relations?
1.5 SCOPE OF THE STUDY
This research will mainly focus on the aspect of customer relationship management of kafubu water and sewerage company. It will employ the issues of customer service and satisfaction. However the research will be limited to Ndola.
1.6 SIGNIFICANCE OF THE STUDY
This research will help kafubu water and sewerage company to know , maintain or indeed improve on their strategies towards the achievement of the customer relationship. However, the findings of the research will be important to the future researchers who may carry out the similar
Task 5 Customer satisfaction Customer satisfaction is an indication whether the expectations of a customer has been met. Customer satisfaction is an abstract concept where that involves factors like the products quality and quality of service and the locations atmosphere where the products are being purchased, and whether the prices are suitable for the products or service. Businesses uses customer satisfaction survey to find out whether the customers are satisfied with the services and the products of the company. It’s a leading indicator of consumer repurchase intentions and loyalty
Question 1 answer: Customer relationship management is mainly about building relationships with a company’s targeted profitable customers and maintaining that relationship through delivering customer value, as in how a consumer perceives a certain product and values it enough to buy it rather than buying the competitor’s product, and delivering customer satisfaction where the product meets the exact expectations the consumer had actually expected from the product or more, but not less. Companies can build customer relationships at many levels, depending on the nature of the target market (Kotler and Armstrong, 1988). Companies with many low-margin customers can develop basic relationships by which a company doesn’t get to know it’s consumers
The teams processing the information for the customers for the service provided were contacted by the customers to assist them in making payments. Knowledge The knowledge about the buying criteria of the consumer and that there was greater opportunity for the differentiation strategy implemented based on the quality and the services offered for customers. Mike was also able to establish the fact that his relationship was not too smooth with the managers of the
Sports Direct Sports Direct was founded by Mike Ashley in 1982. Sports Direct have now expanded and have become not only the UK’s leading sports retailer by revenue and operating profit, but also the owner of a significant number of world famous sport, fashion and lifestyle brands. Sports Direct currently operate 420 sports stores in the UK alone, the majority of which trade under the SPORTSDIRECT.com fascia. The Premium Lifestyle division operates 130 stores in the UK and internationally.