Centra Software

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

Moreover, the goal of any sales analysis is to isolate the pieces which comprise the entire organization to facilitate the recognition of areas that require attention (Russell, 1950). Accordingly, this deconstruction promotes comparison of financial data which allows managers, such as Lydell, to gain a stronger representation of the organization. This contributes to the management of employees and improved sales potential through the identification of areas that require supplementation or highlighting the areas that are functioning optimally (Russell, 1950). Lydell can use the internal financial records to capture data on sales history and patterns of the business. This information would give him the knowledge to gauge current sales and provide insight for recognizing positive or negative sales trends, including changes in customer habits. Lydell could also use the information regarding sales volumes and customer locations to gauge territory concentration and sales boundaries.

|organisation |customers and will increase the profits. The difference from the other two sectors is that customers are |

Conditions have changed. Global trade has rapidly increased in both volume and value, reaching nowadays more than $4 trillion in 1997 (Daniels J.D., Radebaugh, 1998, pg. 529). Competition is fierce from all corners of the world. Failure at the global level can backfire and may consume existing brands and business relationships. At the same time, global opportunities have emerged that offer possibilities for growth, profit, and an improvement in worldwide standards of living.

The first recommendation for this firm is to adopt a global policy and try and explore new markets so that market growth and market share can be expanded. In case of a firm entering an international market, it requires to analyze the nature of the market and suitably form its marketing strategies in alignment with its business strategy and decide whether it is more beneficial to adopt a global approach or use a strategy that is customized to suit the needs of the local customers.

Hill, C.W.L. & Hult, G.T.M. (2016). Global Business Today. (9th ed.). New York, NY: McGraw-Hill Education.

This report was commissioned to explore the opportunities of moving our company to a call center/ remote agent model. I will examine which technologies we would benefit from and how they would improve and expand our business.

Some of the key facts and critical issues presented in the case, begin with the understanding the development and evolution of an industry. According to Jack Parnell (2014), the development stages of an industry rely on the influences of competition and the potential profitability opportunities. At the introductory stage, a fairly new industry is being to make awareness of their product, however depend remains low because the industry is new. New industries rely heavily on technology and as demand begins to rises, the industry enters the growth stage (Parnell, 2014). When the industry becomes stagnant and constant this typically results in the parting of those who will carry on in the industry and the loss of unsuccessful competitors. This

| (TCO 3) The process of segmenting a market and selecting specific segments as targets is the link between the various buyer's needs and

As discussed in Chapter 21 of our text book, any company that is looking to expand globally must make five key decisions. A firm must decide if: a) they really want to expand to the international market; b) they

Recent years, encouraged by cultural and economic globalization, the world market is growing rapidly. With the market becoming increasingly mature and rational, corporations not only pay

The world offers significant business opportunities for every company, however, opportunities are accompanied by significant challenges for managers. Managing global operations across diverse cultures and markets represents a big challenge and opportunity for companies. To compete in the global market and be successful, companies must learn the strategies, policies, norms and technology necessary to conduct international business. The opportunities for global expansion are numerous, and attaining success is a matter of developing the right strategy to win local markets and its consumers.

The power of buyers is high because this company depends of the businesses and consumers’ demand. This is because they can decide where to buy

In terms of Customer, I as the marketing manager have selected the target market as following firstly The Harried Assistants, second, The High-Tech Managers,

Hill, Charles W.L., 2003, Competing in the Global Marketplace, 4th edition, The McGraw-Hill companies, Inc., New York