Service Based Companies : Customer Relationship Management

While some innovations come about as a response to customer needs or demands, often the most valuable innovations are those for which the customer is not yet aware of the need. After all, if the need is known to the customer, then it will be known to not only your company but your competitors as well. If, however, a company can fill a need before that need has been identified, then it will be in an excellent competitive position. Fostering innovation in services is often in direct response to a customer need, but there are strategies that firms can undertake to innovate even before the customers are aware of what they need.

It takes more than sustaining and improving current forms of value to build a platform for success in tomorrow's business environment. Organizations need to explore strategic ways to devise new and innovative forms of value, a true innovation system relies on the ability to capture and interpret the articulated and unarticulated needs of your current and future customers, it requires the leadership behavior, infrastructure, and processes to execute effectively on key insights. Creating new value means more than developing new technologies, products, and services using traditional product development processes. Strategic innovation covers all areas of the business model such as customer experiences,

“Interactive, collaborative conversations with customers are essential for gaining critical information and insight about customers’ situations and enable salespeople to offer unique, added-value solutions for customers’ needs.” (SELL4, Cengage Learning, 82) Communication skills, to me, is the main topic within the Service Sector Management class. The reason I believe this is because in order to build trust, sale, understand the buyer, etc.–you must be able to talk to the customers. Trust-based sales communication is when you must talk with the customer rather than at them. It is a collaborative and two-way form of communication that allows buyers and sellers to better understand the need of situations and working together to create the best responses for resolving the customer’s needs. Trust-based communication is the sharing of importance between buying and selling individuals that result from the interactive process of exchanging information and ideas. With this emphasis on establishing understanding, communication is essential throughout each stage of the selling process. Effective communication skills are needed to classify buying needs and to demonstrate to buyers how a salesperson’s planned solution can satisfy those needs better than competitors. The critical capabilities for effective selling include questioning, listening, giving information, nonverbal communication, and written communication skills. Although each of these skills are needed in everyday life, they

Today’s world calls for a pressing need to utilize the I.T services and resources whilst reducing the cost in order to improve organizational wide productivity. There are many CEO’s of the business world today that suggest the top priority of an any organization is to possess the ability to develop a sense of new ideas and innovations. (Porter, Stern & Council on Competitiveness, 1999). The term “innovation” used by organization’s simply illustrates the invention of a new product, processes and systems that which are simply created to adapt to the constant change in markets, technologies as well as modes of competition. (D’Aveni, 1994; Dougherty & Hardy, 1996; Utterback, 1994). Porras & Silvers (1991) also analyses the

The need for organisations to innovate is one of the most important functions to undertake in order to stay viable. There are many factors that impact on the organisation, mainly the internal and external environments. However, the external environment is largely the main cause to innovate, with the use of technology helping organisations of all sorts become more efficient and effective in the way that they do business. Also, technology is making it a lot easier to access information from all over the world with a single click of a mouse

Service is also very essential to our marketing mix. We will not only offer quality products but respectful, helpful and professional service. Customers that purchase knives in our store will receive lifetime cleaning and sharpening of their knives as an added service benefit. We will make it our policy to offer the best customer service to our customers, making our policies (returns, exchanges, etc.) very clear to them before they make any final purchases. It will also be our policy to provide service to our community. Employees are encouraged and given comp-time to commit and volunteer time to various non-profit organizations in the community. As part of our event and promotions activities we will commit to donating a specific

Lusch et al. (2007) describe as marketing emerged in the beginning of the 20th century, it embraced the goods-dominant (G-D) logic. The concept of the Four Ps of marketing mix – product, price, place and promotion became treated as the basic model at that time. (Grönroos, 1989) Today, this paradigm is beginning to lose its position. Service marketing is one leading new approach to marketing. Four main characteristics of services defined by Kotler et al. (2009) are intangible, perishable, variability and inseparability (see Appendix A). Thus, Booms and Bitner (1982) turn services marketing into 7Ps by adding people, physical evidence and process.

This report is based on an investigation of one service operation of a service industry, particularly in the telecommunications- Vodafone.

ERP systems bring together all aspects of operations and supply chain management, from raw materials to customer relationship management (CRM). Electronics retailer Best Buy found that the use of demand management tools increased price optimization, which in turn increased inventory turns by 50% (Blanchard, 2010). Other tools, like benchmarking, are also immensely valuable as automobile manufacturer Hyundai discovered. The company found that fill rate, the percentage of customer demand satisfied through immediate stock availability, is the number one driver of customer satisfaction. As a result, the company tries to keep dealers and customers happy with the expedient shipping parts from warehouse to dealer. Today, Hyundai’s fill rate of 96% is one of the highest in the auto industry (2010).

This work has not previously accepted in substance for any degree and is not being concurrently

Customer Relationship Management (CRM) is a business philosophy, not just a technology - understanding your customers ' needs enables you to build better relationships and increase sales.

New Service-Product Development Process- Continuously pursuing a better product and services to better meets customer’s needs should be a priority of a firm. The core process keeps the company afloat and provides a competitive advantage for the firm. Managers should be able to develop customer satisfaction procedures on how the firms plans to achieve goals or meet project designed to customer specifications. A firm supply chain value should incorporate the needs to always produce new services by scanning the environment and pursuing best innovative practices.

This report is written so that an understanding of jawed habib can be understood easily. This report is designed to provide a comprehensive introduction to the above mentioned firm. This is a sales report and so covers only the general information regarding the firm and its services. The report also touches upon the competitor’s knowledge, customer’s knowledge and distributor’s policy.

The report finds that it is important for Singapore Café to focus on our one-to-one marketing management and knowing who our customers are, where they are and what they need. However, in order to

Services marketing are crucial compared to product marketing because services are generally produced while serving the prospect and consumed on the spot and it cannot be stored.