The impact of sales promotion on customer retention
Case study - 57 pages - Services marketing
Effective communication is the essence of promotion. In the age of information, marketing is incomplete without effective communication with the prospective buyers about the right product at the right price that is available at the right place. Marketers must communicate the product, its...
A comparative study of services and prices between public and private sector broadband providers
Tutorials/exercises - 33 pages - Business strategy
The advent of the Internet has set in motion a fundamental shift in the way business is done these days. The global business is shifting dramatically from a self-centered approach to more and more outward customer oriented approach and Internet is the one basic reason behind this shift....
An empirical study of the Scottish attitude towards mobile phone product and services
Tutorials/exercises - 44 pages - Business strategy
Vodafone Essar is a cellular operator in India that covers16 telecom circles in India .the name of the company ,the marketing brand used is simply Vodafone .its offers both prepaid postpaid GSM cellular phone coverage through out India and is especially strong in the metros. Vodafone Essar...
Customer relationship marketing
Thesis - 10 pages - Services marketing
Traditional marketing strategies focused on the four Ps (price, product, promotion, and place) to increase market share. The main concern was to increase the volume of transactions between seller and buyer. Volume of transactions is considered a good measure of the performance of marketing...
Role and importance of customer care department and market research
Thesis - 13 pages - Management
A customer is defined as any person with whom the business or the organization has dealings, which can be expressed in monetary terms. These dealings can either be exchange of goods or rendering of services. Customers are the lifeblood of every successful business, and...
In the magic land of CRM in bank management: Needs and strategies for sublime customer satisfaction
Thesis - 8 pages - Business strategy
Irrespective of whether it is a public sector bank or a private sector bank; a regional rural bank or a foreign bank all banks commonly store details of tens of thousands of customers and prospects - both in a corporate database and in discrete documents on the desktops of individual...
The need for customer relationship management (CRM) in an organization
Thesis - 8 pages - Management
The end of World War Two saw an industrial boom. Manufacturing companies focused on mass production of standardized goods, in order to meet the requirements of a society in its attempt to rebuild after the devastation caused by Two World Wars. The period between 1970 to 1990, was considered as...
The need of customer relationship management (CRM) to succeed in the world of business
Thesis - 26 pages - Business strategy
A woman once purchased a car, and several days before the scheduled delivery date, she got a call all from the sales manager at the dealership. Fearing the expected bad news about the potential delay in the delivery date, she answered the call with trepidation. To her surprise manager asked her...
Managing employees to satisfy and retain customer
Thesis - 4 pages - Management
The modern business world has offered a plethora of purchasing options to the everyday consumer. The extensive purchasing option has led to the production of similar products by multiple competitors. This condition has further increased the intensity in competition, where companies' are focusing...
Measuring customer satisfaction in industrial markets
Thesis - 8 pages - Management
Customer satisfaction is a fundamental concept of marketing that has been the source of many studies in the consumer market. Measuring customer satisfaction is a process that is now well assimilated and widely used by companies in B to B transactions. The question arises about the...
Assessing and improving customer satisfaction
Thesis - 4 pages - Management
In a world of commercial competition at present, customer satisfaction is a key data that leads to business success. The manager needs to provide tools to determine objectively and accurately the needs of his customers and determine their satisfaction and track improvements that...
The relationship between internal customers and customer satisfaction
Thesis - 2 pages - Management
Customer satisfaction is one of the major indicators of the performance of a company. If the requirements and expectations of the customers are met or even exceeded without using excessive resources, then customer satisfaction is guaranteed. It is claimed that the cost of...
The marketing of services
Thesis - 4 pages - Services marketing
Between the 1960's and 1980's, scholars such as Christian Grönroos and Leonard Berry began the study of a new specialized area of marketing: Service Marketing. (Bjerke and Hultman. 2002) Whilst some of the general principles of marketing can be applied to services, a new set of...
E-Tourism in Europe. The E-CRM and ITCs adoption issues: how to retain customers?
Case study - 37 pages - Economy general
E-tourism offers the potential to make information and booking facilities available to a large number of consumers at a relatively lower cost. Among its several advantages are that it enables the tourism sector to make large scale savings on the production and distribution of print and other...
What is the impact of service in the fast food industry? (A comparison between McDonald and Burger King in Bergen city)
Case study - 16 pages - Services marketing
Through our course “Service Marketing and Management” at NHH, we got the idea of doing our own study to figure out the major differences of McDonald and Burger King in Bergen by examaning customers' different perceptions, expectations, satisfactions and loyalty towards...
Marketing of the services: The case of Club Mediterranean
Case study - 12 pages - Services marketing
Club Mediterranean was at the helm of creating one of the first holiday packages that was "all inclusive" and offered people to live at their own pace in heavenly places. For the last 50 years, it was the leader and a benchmark in this market. This structure, established in 1950, had been...
Analyzing the strategy of "Tresses" hairdressing services
Thesis - 8 pages - Business strategy
The introduction of this report begins by stating its purpose which is to analyze strategies which a new hairdressing service provider, Tresses should practice in order to successfully launch itself in the market. It then touches on the industry as well as describes Tresses uniqueness in...
Dell's customer relationship management (CRM) strategy
Thesis - 11 pages - Management
Customer Relationship Management (CRM) is one of the most efficient systems which could be implanted in a company for its success. CRM is a process, a data mining, a technology and a philosophy base on the customer which aims to strengthen the relationship between the...
Customer relationship management in the pharmaceutical industry
Dissertation - 35 pages - Management
This document examines issues and approaches to various business strategies focused on different clients of French pharmaceutical laboratories. The idea was to reconcile two opposing stances: the industrial way of working opposed by a need to strengthen the image that the public has of the...
The effectiveness of the training and development program conducted at EXL Service.com (I) Pvt Ltd
Dissertation - 43 pages - Business strategy
Indian companies are walking up to the challenges thrown in by the market economy. To survive in this highly competitive scenario, managers are being pressured to improve quality, increase productivity, cut down waste & eliminate inefficiency. The collective effort of the employer and the...
The customer relationship management method in the company "Propriétés Privées"
Thesis - 5 pages - Management
I currently work in a real-estate agency in Nantes. This agency is called Propriétés Privées and I am in charge of the international marketing and communication of the company. I have been working for this company for 2 reasons. First of all, Propriétés Privées is a real-estate agency, and I have...
A measure of delight: The pursuit of quality at AT&T universal card services
Thesis - 3 pages - Management
By the late 1980s, AT&T had produced a favorable reputation for itself. By focusing on customer satisfaction and quality, AT&T became a leader in its respective industry. This, however, was not sufficient enough. There was more to be achieved and the leaders of AT&T, at the time, knew...
Cover letter for visitor services
Sample letter - 1 pages - Human resources
On the Museum of Science's Human Resources website, I learned of various employment opportunities in Visitor Services. I am very interested in these positions, and I believe I have the skills and expertise to excel at providing the best experience for guests. Particularly, I would love...
SERVQUAL: A tool to measure service quality
Thesis - 7 pages - Logistics
SERVQUAL consists of a model developed by Parasuraman, Zeithaml and Berry (1986) which helps measure service quality through a series of steps. It concentrates on the notion of perceived quality. “Perceived quality refers to a consumer's judgment about a product's overall...
The building of customer loyalty and retention strategies in sports marketing
Essay - 23 pages - Services marketing
The research in this dissertation focuses on the building of customer loyalty and retention strategies in sports marketing with the Chinese Professional Baseball League (CPBL) as an example. This research aims to provide the factors which influence customer loyalty from a sports...
Domain name service
Dissertation - 93 pages - Computer science
DNS began in the early days of the Internet when the Internet was a small network created by the Department of Defense for research purpose. Before DNS, computer names, or hostnames, were manually entered into a file located on a centrally administered server. Each site that needed to resolve...
Customer Loyalty
Essay - 6 pages - Management
With the globalisation of the world competition has become challenging. Competitors from emerging markets are entering into the developed markets. Attracting new customers has become a more expensive and exhausting business. Therefore the customer is one of the most valuable assets...
Total Quality Management in Services
Tutorials/exercises - 11 pages - Business strategy
Total Quality Management is a component of strategic managment, which improves an organization from top to bottom. In particular, it is a structured approach, which aims at enhancing customer satisfaction and loyalty through a continous improvement of services quality. Total...
Consumer behavior in the services sector
Market study - 21 pages - Services marketing
This presentation will start with a look at the services marketing triangle. It will then explore the ways of using the services marketing triangle. it will then take a look at the scope of consumer behavior along with examining the consumers decision making process. It will then...
Recruitment and selection process at Siemens BPO Services Pvt Ltd
Dissertation - 42 pages - Human resources
The outsourcing history of India is one of phenomenal growth in a very short span of time. The idea of outsourcing has its roots in the 'competitive advantage' theory propagated by Adam Smith in his book 'The Wealth of Nations' which was published in 1776. Over the years, the...
