Marketing builds relation with customers providing superior customer value and attracts them providing value added services as well as increases the number of potential customers in a regular basis. Marketing understands the customer needs, designs a superior strategy based on need, want and demand, builds strong relationship with the customers and capture value from the in return. Marketing creates customer loyalty and retent... ... middle of paper ... ...rvice. In fact, Sheila reckoned the market factors very importantly to her marketing plan. A better understanding of the market information can be useful for the successful marketing plan.
Cross-selling is when sales representatives improve their sales by offering extra products (O’Brien, A & Ma... ... middle of paper ... ...s long as possible. They are able to customize and personalize customers’ information so they can better attend customers based on their needs and characteristics. This benefit will help sales representative to better attend and satisfy their customers next time they need services t o increased revenue. Other benefit of CRM is that it enables companies to exploit new markets. In order to succeed, it is important for CRM to have employees that accept the change and that customers are one of the most important thing of a company.
Organisations should increase the number of products and services that add value for the customer and are profitable for the organisation, since it can ensure that the rewarding lifetime value of the relationship is maximised. The impact of existing market information helps to manage the relationship with customers effectively, and the linkage between marketing, communication and CRM must be strong. CRM adds information regarding marketing, sales and service functions through organisation process automation, technology advancements and information resources like market research institutions in order to maximise customer contact. Therefore understanding customers’ needs and purchasing behavior, effectively manage interaction which they have with a customer. These interactions can arise when customers interact with employees in the organisation through customer contact centres, but also through advertising and sales promotion activities.
Research hypothesis Innovation can be seen as a mechanism to adapt the company in a dynamic environment (Hurley and Hult, 1998). In order to survive in the high market competition, the company's ability to innovate products is indispensable. Rosenbuusch, Brinckmann, and Bausch (2011) stated in their research that innovative products can increase the future purchase broadly and improve brand performance. Holland, Schekleton, and Na (2011) found brands that successfully manage to sustain their products in highly competitive markets are more innovative. Customers are more likely to develop a positive perception of the brand that emphasizes on innovation and developing creative product designs.
In contrast, the sites with bad cust... ... middle of paper ... ...ors have a good experience on a site, they'll return as loyal customers and encourage others to do the same. In other words, creating a good customer experience will create a good online brand. CONCLUSION The good customer experience is the key to an E-commerce site’s survive. Companies who learn how to create a good customer experience online will lead, indeed dominate, their respective markets. Good customer experience will help customers experience less frustration, more productivity, and more compassion from the industry; good customer experience will help E-tailers enjoy higher revenues, increase productivity, maintain strong brand, and encourage customer acquisition and retention.
By correctly managing your sales team you will boost profits and create a more profitable atmosphere. Developing the sales force is a major part of being a good manager. Development includes sales strategy, decisions, and structuring your team to best accomplish the sales objectives you have set. Directing the sales force requires attention to detail and being able to make the best of the situations. Sales is continuously changing and innovating.
Therefore, it is important for service employee to provide higher level of service quality and strategy for service organisations where can putting themselves at position in the market place with more effectively as stated by Irene Hau-siu C. et al. (2007). According to Heskett et al. (1997), success business in service organisation shall be providing excellent service quality, value and customer satisfaction. Thus, it will increase the customer repeat patronage.
The company has the main objective of offering superior quality products and services to its clients. This means that the company has the role of ensuring that its customers get quality services and products they offer thus leading to customer satisfaction. In addition, the company has effective cost leadership strategies with well-established distribution chain and logistics. This has enabled the company to be leading Retail Company in the world that has high customer satisfaction rating. In terms of management approach, the company has established management culture that envisions effective leadership where management is nurtured.
Total company effort includes a company offering superior customer value to attract customers, satisfy those customers, and retaining those customers. This will increase sales and build a profitable relationship with customers. Much like the marketing concept, the marketing strategy is vital to the marketing plan. The marketing strategy involves finding attractive opportunities and developing profitable marketing strategies (Perreault et al., 2014). A marketing strategy entail... ... middle of paper ... ...ct, place, promotion, price, customers, and target markets.
Through delivering more responsive and customized services to customers, CRM increases customer satisfaction and this, in turn, improves customer loyalty. Ndubisi (2003) argued that the only real sustainable business growth strategy is through autoplastic symbiotic relationship with customers, which enables a business to understand their needs more clearly and to create and deliver superior