Understanding Customer Relationships

2960 WordsMay 15, 201312 Pages
INTRODUCTORY CERTIFICATE IN MARKETING Understanding Customer Relationships DECEMBER, 2011 CIM No: 13958726 Word Count: I confirm that in forwarding this assignment for marking, I understand and have applied the CIM policies relating to word count, plagiarism and collusion for all tasks. This assignment is a result of my own independent work/investigation except where otherwise stated. Other sources are acknowledged in the body of the text and/or a bibliography is appended. The work I have submitted has not previously been accepted in substance for any other award. I further confirm that I have not shared my work with other candidates. Table of Contents Cover page 1…show more content…
BP should also inform the local communities on steps it has taken or would take to combat the effect of the spillage on the environment and possible compensations to the communities. d. Customers: These vary from domestic fuel users to agricultural and aviation users of bulk LPG. All BP customers should be contacted and informed of the spillage as this might affect the supply of various products as supplied by BP. The multiplier effect of shortage of products by BP would not only mean a loss in revenue for the customer whose livelihood depend s on sale of products but also on the end user as might be in the case of retail fuel consumer and inadvertently more loss to BP. 2. ADAPTATION OF MESSAGES TO MEET THE NEEDS OF EACH OF THE STAKEHOLDER GROUP For a communication to be effective, the message passed must be well understood by the party for whom the message is intended (decoder) for and must be able to communicate back to the sender. BP must ensure that it communicates information about the spillage to the above mentioned stakeholders in respect to their functions and adaptabilities. o For the government, a series of meetings should be arranged where discussions regarding assessments, clean up exercises and monitoring policies are discussed and reported back to the
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