Customer Relationship Management “Customer relationship management is a comprehensive strategy and process of acquiring‚ retaining and partnering with selective customers to create superior value for the company and customers”. Importance of CRM * Identifying customer needs. * Identifying untapped business potential. * Identify strong & weak points of suppliers. * Benchmarking to achieve global excellence. * Help in rediscovering the customers and understanding them
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the mechanic and after the process some parts that are replaced are set aside for the clients’ own inspection. Simultaneity The service of Village Volvo which is car repair and maintenance is created when the process started and consumed at the same time‚ quality of the service will then be measured after smooth-running of the automobile has been experience by the clients. Perishability Every 7-8 am and 5-6 pm of the day that the owner-mechanic decide not to work for the customer contact will be
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SOLUTION Customer participation in the service process: waiting room equipped with a TV‚ comfortable chairs‚ coffee‚ a soft drink vending machine‚ magazines‚ newspaper Simultaneity: vehicle repaired only when it comes‚ variation in repairs/day‚ not only quality but other measures like customer satisfaction Perishability: capacity of Village Volvo‚ an hour without repair Intangibility: reputation of Village Volvo Heterogeneity: variation of problems from vehicle to vehicle QUESTION 3 Characterize
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satisfaction to the company) In case of Village Volvo there policy states that the owner will be consulted before any work other than the agreed-upon job is done. This policy has encouraged the customers to participant in the service process. 2. Simultaneity (services that they are produced and consumed at the same time at the point of sale. And an opportunities for personal selling) 2 In case of Village Volvo buyer checks up used car during the drop-in time can be
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The Nature Of Services Service Bundle: Offering several services in a same package. Element | Core Goods | Core Services | Business | Custom clother | Business hotel | Core | Business suits | Room for the night | Periphal goods | Garment bag | Bathrobe/ amenities | Peripheral service | Deferred payment plans | In-house restaurant | Variant | Coffee lounge | Airport shuttle | CORE BUSINESS: is the sector(s) of business activity that is the reason or purpose for being. Service/product
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OUTLINE CONTENT | PAGES | introduction | 2 | Question 1 (9 degrees of method) | 3-6 | Question 2 | 7-9 | conclusion | 10 | Appendix and reference | 11-13 | Introduction Sushi King first opened in 1995‚ pioneering a new era of Japanese cuisine in Malaysia with our unique ‘Kaiten Sushi’ or ‘Revolving Sushi’ with quick service restaurant concept. Offering range of Japanese cuisine where everyone can enjoy it t really affordable price. With the nice environment that they have ‚ they are really
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A) Background of the Company Xpresso Lube is set up by Charlie Green. Charlie is a man of different talent. He has the knowledge of oil-change from his family members and also good in musician. Xpresso Lube was found because Charlie had an unpleasant experience while getting his car oil changed. He witnesses the lube technician was trying to “ripped off” an elderly lady. From that incident onwards‚ it gave him a clear idea of setting up his own oil-change station. From the oil change business
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Xpresso Lube’s Service Package • Supporting Facility • Facilitating Goods • Information • Explicit Services • Implicit Services Xpresso Lube’s Distinctive Service Characteristics * Intangibility * Perishability * Heterogeneity * Simultaneity * Customer Participation in the Service Process Xpresso Lube’s Service Classification * Nature of the service act * Relationship with customers * Customization and judgement * Nature of demand and supply * Method
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change. Customers are invited to inspect the car while on the lift to observe other needed repairs. * Simultaneity: Using the coffee shop as a pleasant diversion allows Xpresso Lube to partially reduce the need for immediately working on arriving cars. Providing a shuttle service to nearby University and State Capital would further allow scheduling oil changes. * Perishability: the number of car lifts at the shop limits Xpresso Lube’s capacity. This oil change business also owns an
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an active role in the service by interacting with the mechanic to discuss the problems they are having with their vehicle. Additionally‚ they have the option to take a short test drive with the mechanic to have said issues elucidated. B. Simultaneity: The act of auto repairing represents a service that is both “created” and “consumed”
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