Case Study Managing Customer Relationships - 1266 Words

Assignment 1 Managing Customer Relationships MRKT 395 6380 Professor Leland Gardner Cynthia Johnson – Fall 2017 September 2, 2017 CRM and Customer Focus When we think about customer relationships, we have a tendency to think more on the lines of building a rapport with the customers for profit, but our ultimate goal should be for longevity profit and sales growth. In order to manage customer relations successfully, we should focus on the experience of the customer from start to finish. A process should be carefully thought out, and implemented to attract, interact and retain customers. An organization must remain stable, reliable, conscious and courteous. Great focus should be on the customer and showing them how they†¦show more content†¦Since technology plays a big role in today’s CRM efforts, a company cannot forget about the simple, personal side of making a customer feel appreciated at the same time. The World Wide Web is accessible for all to shop anywhere, anytime, and with lots of price options, however if you have a loyal customer that is getting a great experience with your company, then they will be more inclined to remain your customer (Greenburg, 2012). Customer Relationships, The Good and The Bad A new focus and new strategic marketing efforts have changed from over the last twenty years. We no longer only focus on the 4 P’s of marketing with generalized and large segment marketing, because it does not focus on individual wants, desires, needs and personal customer attention (Bang, 2012, p. 400). Previous generalized efforts, does not keep the customer front and center and there isn’t enough focus on doing business ethically, sociably, or culturally. These days, customers have many options at their fingertips via the Internet. There are many companies reaching out and persuading people around the clock from all over the world. So, having a strong CRM program in place is vital. Having a competitive advantage is one thing, but relating with your customers on a personal, ethical, and in socially responsible manner will provide an advantage and sustainable customer relationships. A company must start with the basics,Show MoreRelatedUnilevers Self-Assessment: An Analysis893 Words   |  4 PagesAccording to the case study, early results from the self-assessments led to improvements in a variety of areas. For example; the case study touts on page 8 improvements were identified in the areas of communication, process management and goal deployment. Since communication in any form is a strong component of a successful business, this one facet alone is well worth the self-assessment process if it succeeded in initiating those improvements. As one recent study determined strategic planningRead MoreBandon Group, Integrated case study Essay1225 Words   |  5 Pagesï » ¿ Integrated Case Study: Bandon Group, Inc. 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