[Fa] Prepaid Legal Service-Individual Case Study Essay

Concentrate on their current clients, broaden and deepen their relationship with them, while maintaining current offerings

with their return on investment, employees are paid and treated fairly, and customers are satisfied with the

Improve the customer service and make sure the customers give no complaints and make sure they are satisfied with all the services provided by the company and keep close contact with the customers and be very friendly with them and keep them happy. Give the regular customers’ high discount and encourage them to come more often. This is our main goal for us to achieve because we want to make sure the customers are satisfied with our services.

Identify some core values of this organization as best as you can. What do they believe in (beyond organizational success or profitability)? How might their revealing these values to customers and employees create opportunities to exceed expectations? How can they translate core values into actions to produce A-plus value, thus strengthening relationships?

Key questions should be related to the personnel and the organizational structure, whether local staff to be in the front line “interact with the customer”, positions and titles for local employees and for the international staff.

1. How does PPLS create value for its customers? What are the critical risks that it has to manage well?

Make a customer analysis and segment the market. What impact does your analysis have on the current business model of the company?

Pre-Paid Legal plans are designed to help middle-income Americans have affordable access to quality legal assistance. — Pre-Paid Legal Services Corporate Vision Harland C. Stonecipher founded the Pre-Paid Legal Services, Inc. (PPLS) in 1972 after an expensive encounter with lawyers stemming from an automobile accident. PPLS sold legal expense insurance that provided for partial payment of legal fees in connection with the defense of certain civil and criminal actions. The company went public in 1979 and grew rapidly throughout the 1980s as an increasing number of Americans subscribed to legal service insurance (see Exhibit 1). In 1998 the company had membership

1. First define company’s strategy, objectives and work towards the goal. Use some kind of framework to plan out the strategy. Second establish key performance indicator to measure the results. Third identify risks that can drive variability in performance since this is physical product. Fourth establish key risk indicators and tolerance levels for critical risks. Strategies the company should follow or implement in order to reduce the risk are community based marketing. They should be interacting with their customer on daily bases. The company should develop technological innovation. Lastly focus differentiation. Some companies should compare historical performance with today’s performance. Lastly the companies can provide integrated reporting and monitoring. If company starts to take these steps, they would be reducing the potential risks.

Gather information about its potential and current customers, this helps to understand the customer, improve their services and make more informed decisions hence reducing risk.

Copay's are fixed amounts the patient is responsible for paying on the medical bill, considering whether or not the patient is insured. Co-pays help keep out-of-pocket expenses down to a minimal. Whenever an insured patient has a doctor's visit or has a covered prescription filled, the co-pay splits the cost between the patient and the insurance company. "Copays split the health care costs between you and the insurance company. After the copay is paid, the insurance company normally pays 100% of the remaining covered expenses. Copays are in place, regardless of whether you have met your calendar-year deductible or not (Goldenrulecom, 2015)."

Question 1: How can an effective Customer Relationship Management program be used to identify, retain, satisfy and retain customers?

Paralegals and Legal Assistants do various tasks to support a lawyer or attorney including organizing files, conducting legal research, and drafting numerous types of documentation in preparation for legal action to take place. Legal actions that take place are court hearings, trials, and corporate meetings.

Q2. WHAT STEPS COULD BE TAKEN TO ENSURE THAT THE COMPANY MEETS THESE CHALLENGES AND WHAT PEOPLE CAN THE COMPANY DRAW ON TO UNDERTAKE THESE TASKS?

2. Then we need to understand the customers with whom we have been successful and why.