101 Manage customers for profits not just sales) Benson P. Shapiro‚ VKastuh Rangan‚ Rowland T. Moharty‚ and Elliot B. Ross (rl3 High sales volume does not necessarily mean high income‚ as many companies have found to their sorrow. In fact‚ profits (as a percentage of sales) are often much higher on some orders than on others‚ for reasons managers sometimes do not well understand. If prices are appropriate‚ why is there such striking variation? Let’s look at two examples of selling and pricing
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It is no secret that some companies aim to look after their customers well‚ ensuring that the customer is at the heart of their business and everything they do. In marketing terms this is called being customer focused. It is important to realise that customers can take their business anywhere they want to and if they are not satisfied they will take their business elsewhere. Therefore‚ it is very important to understand who our customers are‚ their expectations of the service they experience and
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LITERATURE REVIEW 2.1 Introduction “Job satisfaction does not seem to reduce absence‚ turnover and perhaps accident rates”. -Robert L. Kahn “Job satisfaction is a general attitude towards one’s job: the difference between the amount of reward workers receive and the amount they believe they should receive.” -P. Robbins Job satisfaction defines as “The amount of over all positive affect (or feeling) that individuals have toward their jobs.” -Hugh J. Arnold and Daniel C. Feldman “Job satisfaction is the
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Customer service is vital in today business industry. Customer service‚ by definition‚ is about serving people; it should be genuine‚ personalised and compassionate. They are a valuable resource to business because their feedback helps to shape and improve the business. Our aim is to ensure that the customer feels good but as well as having a memorable experience. This can be achieved by providing and delivering a professional‚ helpful‚ high quality service and assistance before‚ during and after
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Internal customer essay The internal customer is not new‚ nor is it a purely public sector concept. The idea was first used almost forty years ago to describe different forms of administrative relationships within the private sector (Sayles‚ 1964). It stemmed from an understanding that in any organisation all staff are both the providers and receivers of services and‚ critically‚ if poor internal service exists‚ then the final service to the external customer will be diminished. The quality
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literature. Despite an expectation a lack of satisfaction in life may lead to a higher political participation‚ the literature says otherwise. Life satisfaction is modeled as a dependent variable that does not go with other factors. Income is deemed to be the one factor that weighs more on a satisfaction of a person. The person’s age‚ educational attainment‚ marital status and the person’s connectedness to the society were measured to determine the life satisfaction of the person. Those variables that are
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of an existing customer. Database is formed through the issue of future card and card is of three types silver card‚ gold card and sakthi card. Sakthi card is issued to ladies and this card provides‚ free sugar(1 kg) per month. Customer profitability analysis (CPA) is done on the basis of transactions made through the future cards. o Platinum customers (most profitable). o Gold customers (profitable). o Iron customers (low profitability but desirable). o Lead customers (unprofitable and
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Assignment Customer service Submitted by:Gergana Tsareva Id number: GT21132 Submited to:Chika Ugoji APRIL 2013 TABLE OF CONTENTS: 1.INTRODUCTION……………………………………………………………………………...3 2.Task 1: CUSTOMER SERVICE POLICY…………………………………………………..3 - Meaning………………………………………………………………………………...3 - Examples……………………………………………………………………………….3 - Table presentation…………………………………………………………………….4 - Reason of using customer service…………………………………………………..5 3.Task 2: REFLECTIC SUMMARY FOR GROUP WORK…………………………………
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Creating Customer Satisfaction And Profitable Value Chain With E-commerce In Rural India A case based approach Sanjeeve Verma1 ABSTRACT We live in a world increasingly propelled by technological change. The thrust lies in a quest to make our lives better‚ simpler and more productive through electronic commerce (or E-commerce). Agriculture in India has been identified as one of the great promises of e-commerce; the high level of fragmentation present in the supply chain‚ large volumes traded‚ and
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Definition of Terms 2. Literature Review 3. Methodology 3.1. Research Design 3.2. Population Sample 3.3. Research Instruments 3.4. Reliability and Validity 3.5. Data Collection Procedures 3.6. Data Analysis 4. Findings and Discussion 5. Conclusion and Recommendation 6. References Page 2–3 3 3 3 3-4 4-5 5 6 6 6-7 8 - 11 12 12 13 13 - 14 14 14 - 15 15 - 31 31 - 33 34 - 37 1|Page 1.0 Background of The Study Our research introduces the phenomenon on the satisfaction of service quality in CIMB
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