Omnico, Inc
Case 3-5
Marketing Management
MM522
Robert Smith
6/18/11
Table of contents I. Statement of the problem II. Summary of the facts III. Analysis IV. Recommendations V. Conclusion
I. Statement of the Problem
Omnico’s customer retention is much lower than industry average. The problem as perceived by long time employee and current sales manager is that his salespeople fail to appreciate the importance of relationship selling. The sales manager’s solution is to have his sales force spend time on the golf course with customers in order to build relationships. Some of the sales people believe this is not the answer to the problem and feel this tactic is out dated and not going to have
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Cultivating closer relationships with clients will be critical to the success of the company. If the current sales force is not keeping pace within the industry with customer retention than identification of the problem and training to improve in this area is going to be key. Understanding of what customers want and what they want from their sales people is also important. Relationship building is about meeting the needs of the customer not only with services and products supplied by the company but also the social interaction provided after the sale. This is the critical time when sales people can identify potential problems and provide solutions to those problems.
“Relationship selling is all about building a friendship or relationship with your prospects and listening to their needs. Once you’ve built that relationship, shown you care, and earned their trust, you are on the road to making them a customer. Knowing their needs and finding out their secret fears can help you find solutions for them that are exactly on-target with their needs and build an even stronger relationship. With a relationship in place, working out details is a breeze. Those details become obstacles if you don’t have the existing relationship.” (How Stuff Works, 2011) IV. Recommendations
Training for the sales force on the effects of not having strong
Many different alternatives exist to face the customer retention problem. One good alternative would be to use and develop a strong customer relation management strategy. With the information collected from the customer loyalty system, the company needs to develop a customer relation service. To improve the perceived value of the brand, the company should create a very developed customer service with a dedicated customer service number and an easy way to order cars. In the airports and main retail places, the company should develop a specific office/desk dedicated to the premium customers and those who have loyalty cards. So that, the consumers don’t lose time and can enjoy of a best quality service.
Each business plans to build its deal breaking its past records. Furthermore, the best way to do it is to draw in new clients as well as to keep up them after deals. An organization that prioritizes its customers will always be referred. The primary purpose behind the decrease of offers in an organization is its absence of duty to give appropriate administrations to its clients. An enlisted grumbling is here and there which is sometimes not attended by the organization which prompts expanded grievances among the shoppers prompting decrease in the sales. Sometimes the organization is not ready to keep up the record of the administrations of a client which prompts a more prominent perplexity in the association. Another issue related to less customer satisfaction is the inability to solve the problem on time.
Development of good customer relations is vital for the survival of any given company. Marketing research serves as an indicator of the level of current costumer relation,
The relationship strategy is a fundamental alliance of both the parties, (customer & sales person). Sales & Marketing person plays a significant role to generate revenue for the company. Despite being some deficiencies in the product or if the market condition is not appropriate, sales person always comes as a problem solver to the enterprise and the customer. In the hospitality sector, day to day loss cannot be recovered in future. Example: if
As well as this, productive working relationships enable consistent messages to be communicated to the shareholders to keep them informed about the business. Improved customer service can also be seen with working relationships, which is important in the retail industry and no less so when working in a company such as GAP and according to their training programme, ‘Provide exceptional customer service, to meet their customer’s requirements.
If you want to export goods to a particular country, make sure they have a need for your particular services or product. Most international businesses find multiple countries or locations that have a need for these items in order to ensure a steady and profitable revenue stream.
In the article “Civil Rites” by Caroline Miller, she stated that civility has become a more or less elusive proposition. Although I am not sure whether I over-react about certain etiquette that I find uncomfortable, or if there is really a general dissolution of civility in today’s modern world. I’d like to think not, but in reality of this may be true; civility has been long gone in today’s modern world, and some of the older ones that still exist, are either offensive or confusing.
Citizens Information Services Employment Right Section has been authorized by your former employee Ms. Penny Lane to contact your Goodself in relation to termination of her employment.
As competition increases, a company will always have its loyal customers if their salespeople build a strong partnering relationship. Today, we live in an information era where things are constantly becoming outdated but a quality relationship with customers will always have the customers coming back for your product, regardless what company enters the market.
The next stage in the personal selling process is approaching the prospect. This means actually having an initial first meeting with the prospect for the first time, face-to-face. (Personal Selling, pg.136) Like most things in life, “Practice Makes Perfect”, and in this particular case, this statement holds true in that the more a sales representative practices and rehearses their sales presentation, the better. Practicing and rehearsing one’s presentation assist sales representatives in
5. RELATIONSHIP MARKETING: In this competitive era, companies are always looking for ways to develop and maintain a long lasting relationship with customers, employees and even suppliers. Relationship marketing is two way traffic; it goes beyond just making ‘sales’ and companies are beginning to realize. Good relationship with customers is a strategic weapon for any company, this is because long term customers buy more, do referrals and give back valuable and truthful feedback. Keeping a customer requires an extra effort. According to the founder of Walmart: “There is only one boss, the customer, and he can fire
Gaining a customer relationship is also a good way of meeting customer needs and you find out who they are so you are more than able to offer them what they need.
This research proposal aims to address the several customer retention strategies implemented by the famous food chain restaurant, Mc Donald. Bearing in mind the increased significance of enhanced customer relationships, this topic is worthwhile to be examined for gaining an insight about the different tactics and strategies used by large organizations to sustain the dynamic environment characterized by fierce competition.
It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do
Shakespeare expresses the theme ambition throughout the play Macbeth. Through the play both Macbeth and Lady Macbeth both share the characteristic ambition, the question is who has more? Lady Macbeth conveys a more ambitious and desirable person more than her husband.