Implementation of a customer relationship management strategy to enhance customer satisfaction in the retail selling industry PDF Download
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Author: Silvia Stamenova
Publisher: GRIN Verlag
ISBN: 3668610517
Category : Business & Economics
Languages : en
Pages : 31
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Book Description
Case Study from the year 2017 in the subject Business economics - Customer Relationship Management, CRM, grade: 4.50, University of East London, language: English, abstract: The research questions posed in this paper relate to the following: What strategies need to be established in order for Sainsbury to develop close connection with its customers? What is their efficacy in the implementation of a CRM strategy? What are the future opportunities, standing in front of the retail seller? In this regards, the methodology used will be mainly quantitative. In its essence the quantitative research focuses on the numbers. Its basic aim is to measure quantity or amount and compare it with past records; the latter is all done with the aim to project for the future. In addition, the collection of data required was done by distributing the questionnaires to the visitors of Sainsbury, Beckton. The respondents to the questionnaire were chosen at random. However, the primary focus of the research was on shoppers aged 25-60 years of age. This resulted in 40 key informants who agreed to participate and fill in the previously designed questionnaire, containing closed, as well as open-ended questions and having a section for recommendations and personal opinions. However, the major hindrances, standing in front of the research are the low level of response rate, literary bias and the fact that the research is focused on only one shop. Simply put, the researcher's expectation about the response rate of the survey was at about 35%.
Author: Silvia Stamenova
Publisher: GRIN Verlag
ISBN: 3668610517
Category : Business & Economics
Languages : en
Pages : 31
Get Book
Book Description
Case Study from the year 2017 in the subject Business economics - Customer Relationship Management, CRM, grade: 4.50, University of East London, language: English, abstract: The research questions posed in this paper relate to the following: What strategies need to be established in order for Sainsbury to develop close connection with its customers? What is their efficacy in the implementation of a CRM strategy? What are the future opportunities, standing in front of the retail seller? In this regards, the methodology used will be mainly quantitative. In its essence the quantitative research focuses on the numbers. Its basic aim is to measure quantity or amount and compare it with past records; the latter is all done with the aim to project for the future. In addition, the collection of data required was done by distributing the questionnaires to the visitors of Sainsbury, Beckton. The respondents to the questionnaire were chosen at random. However, the primary focus of the research was on shoppers aged 25-60 years of age. This resulted in 40 key informants who agreed to participate and fill in the previously designed questionnaire, containing closed, as well as open-ended questions and having a section for recommendations and personal opinions. However, the major hindrances, standing in front of the research are the low level of response rate, literary bias and the fact that the research is focused on only one shop. Simply put, the researcher's expectation about the response rate of the survey was at about 35%.
Author: A. Martin David
Publisher: Shanlax Publications
ISBN: 8196866372
Category : Business & Economics
Languages : en
Pages : 448
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Book Description
This book contains the collection of articles from the International Conference on "Commerce and Management in the Digital Age: Trends, Challenges & Innovation" held on January 5th and 6th, 2024. This distinguished event was meticulously organized by the School of Commerce at The American College, Madurai, Tamil Nadu, India.
Author: Dr. Padmakar Shahare I Dr Ajay Pethe I Dr. Mukul Burghate
Publisher: mukul burghate
ISBN:
Category : Computers
Languages : en
Pages : 83
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Book Description
Rapid globalization coupled with the growth of the Internet and Information Technology (IT) has led toa complete transformation in the way businesses or organizations function today. This has not only affectedthe management culture but has also led to an increase in competition in terms of markets and resources.Businesses have become more customer-driven and e-business is gaining popularity. Traditional means ofcommunication/correspondence have given way to online dealings, e-mails and chats. With such a radicalshift in the approach to doing business, came the need for specialized systems to handle the variousdepartments and functions in an organization.Management Information System or MIS is an organized and well-structured system used by organizationsfor the collection, storage, processing and dissemination of data in the form of information that facilitatesthe smooth functioning of the organization. Management information systems involve three primaryresources: people, technology and information or decision-making.It is in this context, a textbook on introduction to the subject of MIS is presented to the students ofManagement program. The book contains the syllabus from basics of the subjects going into the intricaciesof the subjects. All the concepts have been explained with relevant examples and diagrams to make itinteresting for the readers.An attempt is made here by the experts to assist the students by way of providing case based studymaterial as per the curriculum with non-commercial considerations. However, it is implicit that these areexam-oriented Study Material and students are advised to attend regular class room classes in theInstitute and utilize reference books available in the library for In-depth knowledge.We owe to many websites and their free contents; we would like to specially acknowledge contents ofwebsite www.wikipedia.com and various authors whose writings formed the basis for this book. Weacknowledge our thanks to them.At the end we would like to say that there is always a room for improvement in whatever we do. We wouldappreciate any suggestions regarding this study material from the readers so that the contents can be mademore interesting and meaningful. Readers can email their queries and doubts to our authors
[email protected] shall be glad to help you immediately. Authors: Dr. Padmakar Shahare I Dr Ajay Pethe I Dr. Mukul Burghate
Author: Chaturvedi
Publisher: Excel Books India
ISBN: 9788174464569
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
About the Book: Customer Relationship Management CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no * visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today. However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face. The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases. Contents Part I: Customer Relationship Management, Customer is King, Customer Managed Relationships-Mini-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategy, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, Implementing a Technology-based CRM Solution, Future Trends in CRM Part II: Call Centre Management, The Call Centre, Call Centre Functionality, Team Building, Customer Relatio
Author: S. SHANMUGASUNDARAM
Publisher: PHI Learning Pvt. Ltd.
ISBN: 8120333268
Category : Business & Economics
Languages : en
Pages : 229
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Book Description
Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES Covers various dimensions of CRM with several case studies. Includes the modern concept—e-CRM. Incorporates deep study of research oriented topics.
Author: Naim, Arshi
Publisher: IGI Global
ISBN: 1668453886
Category : Business & Economics
Languages : en
Pages : 383
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Book Description
Effective e-customer relationship management is imperative for increasing customer satisfaction, online sales, website patronage, loyalty, and retention. To understand exactly how this business strategy can be applied to enhance business operations, further study on its various benefits, opportunities, and challenges is required. Building a Brand Image Through Electronic Customer Relationship Management develops electronic customer relationship management strategies for achieving customer satisfaction and explains the concepts and uses of electronic customer relationship management to meet strategic objectives, improve customer loyalty, and build brand image. Covering topics such as marketing, brand equity, customer loyalty, and social media, this reference work is ideal for business owners, managers, entrepreneurs, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
Author: Namchul Shin
Publisher: IGI Global
ISBN: 1591404193
Category : Computers
Languages : en
Pages : 354
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Book Description
E-business applications such as supply chain management & customer relations management improve transaction efficiency & scope, & function as effective marketing tools, but it is hard to capture such benfits as economic value or profits. This volume examines how the difficulty might be overcome.
Author: Roger J. Baran
Publisher: Taylor & Francis
ISBN: 1317419332
Category : Business & Economics
Languages : en
Pages : 450
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Book Description
This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Author: Rajagopal, Dr.
Publisher: IGI Global
ISBN: 1605662496
Category : Business & Economics
Languages : en
Pages : 372
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Book Description
"This book critically examines the synergy of technology use and conventional wisdom in retailing and explores contemporary changes determining higher customer value,"--Provided by publisher.
Author: Francis Buttle
Publisher: Routledge
ISBN: 1856175227
Category : Business & Economics
Languages : en
Pages : 495
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Book Description
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
