Service quality appears to be only factors contributing to customer satisfaction judgments. Most of academic researchers support that, service quality is one of the important factors that contribute to customer satisfaction (Cronin and Taylor, 1992; Wang Chunxao et al, 2001). It was supported by Bolton and Drew, (1991), Cronin and Taylor, (1992), Taylor and Baker, (1994), Spreng and McKoy, (1996), Ramseook-Munhurrun et al., (2009) that customer satisfaction is important for service organizations and is highly correlated with the quality of service. Improving the service quality leads the organizations or businesses meet their customer need and expectation. According to Parasuraman, Zeithaml and Berry (1998), service quality as a long-run overall evaluation about service, whereas satisfaction is a transaction specific evaluation.
Customer strategy can be linked to competitor strategy through its ability to create sustainable competitive advantages. Using customer-driven strategy and customer relationship marketing techniques and approaches an organization is likely to develop competitive advantages that will build loyalty and customer satisfaction. Noteworthy in this regard, is what Grewal & Levy, (2014) state concerning customer excellence. According to the duo customer loyalty can be maintained if a firm develops value-based strategies for retaining loyal customers and provide outstanding customer service. It is also important to note that having a strong brand, unique merchandise, and superior customer service all help solidify a loyal customer base.
At some point, travellers with improved elite statuses will have ratcheted into the desired customer segment. CRM (Customer Relationship Management) is software that is used to record, track, and report on all prospect, customer, and vendor activities and transactions. CRM allows businesses to have information that is immediately available, complete and up-to-date, enabling them to respond appropriately to any request, to increase effectiveness and success. Firms used to consider this type of centralized and comprehensive information resource a desirable option. Now it's a business necessity.
Purham Sidney 1 Customer Relationship Management is a major important key to the success of any business, company or organization. The case study Dow Corning and DirecTV discuss how the role of customer relationship management provides many avenues and is a strategy formula designed to build a better understanding their customers needs while also improving the relationship between the service provider and the service subscriber. The implementation and the use of this technology serve as a tool to build a better, stronger relationship with current as well as new potential customers. When business and companies use customer relationship management to gain a competitive advantage by understanding consumer preferences and individual customer purchasing habits. To summarize the case study in my own words are that the use of customer relationship management within the Dow Corning’s sales and marketing group to provide excellent customer service while recording valuable information about their customers to gain an understanding of their customer 's needs, wants and to provide new ways to better serve their customer base.
Candidates who are able add value to their clients’ businesses shows the ability of a good recruitment company in searching talents. Human Resources person may set strategies and develop policies, standards, systems, and processes that implement these strategies in a whole range of areas such as recruitment.
A benefit of a CRM Customer Relationship Management system is that a user can help analyse which types of customers are best for their business. Then once they know what customer 'types' are best they can then market to them in a 'personal' way - using the information gained about them. CRM Customer Relationship Management to understand the customers wants and needs As information is collected about the customers' personal life, information is also collected about their buying habits and stored in CRM Customer Relationship Management
Findings - Originality/value - The paper has a value for business seeking to improve the quality provided by them based on customer perspective. Keywords: Quality, Customer perspective Paper type: Conceptual paper 1. Introduction In nowadays globalization and liberalization international business environment, quality
This in turn would assist the organisations to comprehend the requirements of the customers’ expectations from the organisations. Therefore, it can also be stated that mass media helps in developing an excellent communication with the customers. According to La Rocca et al. (2015:170) stated that by communicating well with the customers assist the organisations to understand the expectation of their customers. The proper means of communication enable the companies to enhance their sales level thereby increasing the profit margin as well.