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Short note on customer relationship management
Short note on customer relationship management
Short note on customer relationship management
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This Gap Analysis will show the situation analysis on Global Communications and the company’s issues and opportunities as to move forward into the future by focusing on customer satisfaction. I will attempt to show the stakeholder perspectives of the company with the workers Union and the consumer marketing and sales division. The Gap Analysis will include and end-state vision by explaining the path in order to reach the desired goal of making the company a true global company that has a strong customer relationship. The body of the paper will support the goals and show examples on how to reach the desired goals to support the end state vision. The 3 tables in the paper are shown to describe briefly the opportunities and to outline the goals to go forward. In the conclusion, I will recap all opportunities and the goals to go forward for the company Global Communications. Situation Analysis Issue and Opportunity Identification I believe that Global Communications did not take their consideration into the customer service side of the business. In my opinion, what lead up to Global Communications being in this situation and the stocks decreasing and put the company in the red was due to the bad customer service which caused them to look at the lay-offs and going overseas for lower wages. An opportunity they have is they need to make sure that they understand what is involve going overseas, for example, the language and the culture. They need to deliver to the customer good customer service to succeed. Take some of their profits and go into new horizons to broaden the company. Maybe create more jobs available here in this country. There were issues that the union kept demanding more money for the people, and supervisors were unable to let go the bad employees. Global Communications needed to go global to try increasing profits. A new study that Duke University is challenging the belief that the common reason companies go to China and India are because of the lower salaries. (Mary Hayes Weier). Studies that outsourcing creates U.S. job (MSN Money Staff). If that’s the case, then Global Communications could create more jobs here in the United States. Stakeholder Perspectives/Ethical Dilemmas Some of the stakeholders are the stockholders, which they care about making a profit. In my opinion, some ethical issues are the stockholders most of the times only care about making a profit.
...choices for executives, and gaining rapport with local suppliers, the corporation stands a good chance of achieving success in their foreign expansion.
Global Communications is a financially struggling telecommunications company. Its stock has depreciated fifty percent in three years. Currently, the organization is faced with too much competition within the telecommunications industry. Local, long-distance and international markets are all competing for the same business. In addition, the industry suffered a huge blow at the hands of the cable companies, who stepped in to provide complete solutions encompassing computers, televisions and plain old telephone service (POT).
The events that led to the changes Global Communications are making came about with the shift in technology and the competition within the telecommunications industry. With companies able to compete globally, there is too much competition within the industry from other telecommunications companies as well as cable companies who can offer all the same services. With increased companies offering a wide range of services, Global is forced to cut costs in order to compete effectively and increase profitability. To this end, Global Communications senior management has come up with an approach to outsource some of their call centers to India and Ireland and expand new services to small business and consumer customers. Global also joined with a satellite provider to offer video services and a satellite version of broadband. This will mean job cuts and a reduction in salary for employees who remain and are relocated. The plan was accepted quickly and now management is under the gun to communicate the changes effectively to the employees without risking a morale problem that could affect productivity. Also, since the employees belong to a trade union and the union was not involved in the process of negotiating these changes, Global has to consider the legal and public relation implications of not fulfilling their contractual obligation to the trade union.
Our intention is to achieve the already given targets and also prepare BT for an opening to new horizons. In addition, in order to face the fast changing environment we have to introduce within the companies activities like cross selling and e-marketing.
Gap Analysis: Global Communications This paper aims to define a problem that currently exists at Global Communications, a telecommunications company, and to develop a solution, along with alternate solutions that could be used to solve the problem. When making business decisions for a major corporation, there are opportunities and challenges that must be evaluated to determine the final decision. Throughout this paper, the reader will be given some background information, along with the expected opportunities and hindering challenges that will affect Global Communications and the underlying goals that are being worked towards. Three years ago, Global Communications stock was being traded at $28 per share.
When it comes to doing business internationally the decision making is more complex. There are many interactions between each country that need to be addressed. In order for a business to be successful in the international market they need to examine and analyze all the facets of their company. They need
The term that describes the big picture for what happened to Global Communication, is lack of planning. It was quite shocking that the senior management team was discussing the “challenges” in a meeting a day before announcing the new strategy. Unfortunately, avoidable mistakes led to the fact that GC struggled in their negotiation with the union to discuss the impact of their decisions.
Global Communications is a telecommunications company that has been for over 25 years. The company is a part of a growing and competitive industry. Due to the competition, Global Communications stock has declined and company officials need to come up with a plan to increase profits or file bankruptcy or close its doors for good.
There was too much competition in the Telecommunication industry. Local, long-distance and international markets are all competing for the same business. The company suffered a great deal at the hands of the cable companies, who stepped in to provide complete solutions incorporating computers, television, and plain old telephone services. Stockholders are experiencing diminishing returns and have doubts if GC will be able to recover. Their customers are demanding more technical sophistication from their sales people. GC plans to cut cost and outsource their technical call centers to india and ireland. Outsourcing will save the company money and make them more competitive because of their international status.This in turnwill make them meet their goal of globalization . but have a gap in communication with the union.which makes the situation complex.
Stakeholders are those groups or individual in society that have a direct interest in the performance and activities of business. The main stakeholders are employees, shareholders, customers, suppliers, financiers and the local community. Stakeholders may not hold any formal authority over the organization, but theorists such as Professor Charles Handy believe that a firm’s best long-term interests are served by paying close attention to the needs of each of these stakeholders. The modern view is that a firm has responsibilities to all its stakeholders i.e. everyone with a legitimate interest in the company. These include shareholders, competitors, government, employees, directors, distributors, customers, sub-contractors, pressure groups and local community. Although a company’s directors owes a legal duty to the shareholders, they also have moral responsibilities to other stakeholder group’s objectives in their entirely. As a firm can’t meet all stakeholders’ objectives in their entirety, they have to compromise. A company should try to serve the needs of these groups or individuals, but whilst some needs are common, other needs conflict. By the development of this second runway, the public and stakeholders are affected in one or other way and it can be positive and negative.
We intend to exploit our leadership role by continuing to target and enter segments of the communications market that we believe will experience rapid growth or grow faster than the industry as a whole....
...vital questions that companies must answer when expanding into the global marketplace. If any of these elements are missing, the company cannot properly service its customer base. Ultimately, increasing sales and effectively controlling costs will allow the company to succeed. As the company expands globally, its management must review the firm’s core competences and decide what type of strategy, design and structure will allow them to be the most effective while staying ahead of their competition.
Costs involved As discussed, there are many implications to doing business abroad but in saying this, the global marketplace provides many business opportunities for new entrants. With a strong business plan and research on the above topic “business development in a global market” it would not be an unreasonable expectation to achieve a successful “global” enterprise.
Expanding the organization across the geographical borders is a challenging task for managers (Yaprak, Shichun &Cavusgil, 2011). Expanding to the global market challenges manager capability to handle the international operations effectively and efficiently. Managers required coordinating multiple international teams from several different locations around the global. Essentially, managers need to balance the business operation with market expectations upon the domestic customer demand. An organization must acquire unique resources that create value for customers and gain the position of competitive advantage.
First of all, it is a chance for a company to expand its current market. Because of the huge population around the world, advertising products and services overseas can create and attract a larger size of consumers as well as increasing profits (Bradley, n.d.). Another benefit brought by international marketing is that firms can minimize operating costs (Bradley, n.d.). For example, cheaper costs such as labor cost and advertising cost, or even tax in some host countries are bargains for companies aiming to target the international market. As a result, costs are minimized while profits are maximized as much as possible. Also, having access to the proper human resources in foreign countries such as human skills and knowledge can be a motivation for companies to go global. Last but not least, international marketing can help build up a brand’s reputation (Bradley, n.d.). It is proven that a brand’s products available in multiple markets are perceived as of higher quality and service compared to those sold locally (Bradley, n.d.). For instance, cars and mobiles such as Toyota, Honda, or Apple, and Samsung which are globally available are more likely to attract more consumers than local products. Thanks to the development of advanced technology that enables the connection between companies and consumers, and the access to resources such as human and natural resources, the pattern of doing business overseas, especially marketing, will undoubtedly continue to boost in the near future. Besides, marketing internationally can improve the business’s efficiency and help discover and exploit opportunities to grow (Bradley, n.d.). Since McDonald’s management has recognized the opportunities of international marketing, it has expanded its business to 36,258 restaurants in 119 countries and employed 420,000 people (Neate, 2015). Such huge