chapter 9

33問 • 1年前

Chaster Howell V. Taduran

通報

問題一覧

An involving body of thought and practice

marketing

Customer care involves planning all activities in the customers supplier relationship

meaning and scope of customer care

It is increasedly recognized that should customer expectation at any point in the supplier customer relationship not be met The extent to which the customer feels to satisfy depends upon the circumstances

cost of poor customer care

The first rung on the ladder Represents an individual or an organization

prospect

Having done business at least once with the organization

purchaser

Someone was done business with the marketers on a repeat basis

client

Someone who has done business with the marketer on a regular basis

supporter

The penultimate stage A customer who recommends the marketers organization to others

advocate

The highest rank of the ladder is represented Who is a customer who effective has the relationship of a strategic partner with the supplying organization

partner

Perhaps the major reason for the growth in importance of customer care is the fact that customer expectation have changed over the years both in organizational and consumer context

customer expectation

Commitments to customer care should be reflected and enshrined in the overall corporate objectives and mission statements of the organization

corporate objective/business mission

This encompasses an appraisal of the internal external

the marketing audit/swot analysis

It should include customer care elements

marketing objectives and strategies

The actions again follows to promote its product or services to the target audience and achieve its goals It consists of four elements commonly known as 4p's

marketing tactics/marketing mix decisions

Overall objectives for customer care need to be translated into specific action

implementation

It goes without saying the effective customer care

evaluation and control

Has been a major issue in competitive strategy in recent years

quality

Does not necessary means simply high quality

good quality

Program developed by the marketing science institute

PIMS

Report showing the roi and cash flows

par

Reports which COMPUTES the predicted consequence of each of several alternative

strategic analysis

Examines POSSIBLE tactics for achieving strategic objectives

report on look-alikes

Report aim at predicted the BEST COMBINATION of strategies for the particular company

optimus strategy

Emphasizes the task involved in servicing customers rather than customer needs

customer service

Emerge as a significant development in marketing

relationship marketing

Focuses and maximizing benefits in an exchange between supplier and customer

traditional marketing

Involves Multiple parties with shared goals

gronroos

Integrates traditional marketing tools

gamble et al

Defined by a commitment to exceeding a customer expectation

buttle

Means an organization's marketing effort should be designed around a series of contacts with customer over time This means that more marketing people are involved

relationship marketing

Essentially this involves rewarding customer financially for being loyal

adding financial benefits

Discomfort company personnel increasing the personal and social bonds with customer

adding social benefits

It involves providing customers support in the form of expertise or equipment This provide helps to lock the customer into the supplier in another word this approach increases its switching cost for a customer

adding structural ties

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complete

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問題一覧

An involving body of thought and practice

marketing

Customer care involves planning all activities in the customers supplier relationship

meaning and scope of customer care

cost of poor customer care

The first rung on the ladder Represents an individual or an organization

prospect

Having done business at least once with the organization

purchaser

Someone was done business with the marketers on a repeat basis

client

Someone who has done business with the marketer on a regular basis

supporter

The penultimate stage A customer who recommends the marketers organization to others

advocate

The highest rank of the ladder is represented Who is a customer who effective has the relationship of a strategic partner with the supplying organization

partner

Perhaps the major reason for the growth in importance of customer care is the fact that customer expectation have changed over the years both in organizational and consumer context

customer expectation

Commitments to customer care should be reflected and enshrined in the overall corporate objectives and mission statements of the organization

corporate objective/business mission

This encompasses an appraisal of the internal external

the marketing audit/swot analysis

It should include customer care elements

marketing objectives and strategies

The actions again follows to promote its product or services to the target audience and achieve its goals It consists of four elements commonly known as 4p's

marketing tactics/marketing mix decisions

Overall objectives for customer care need to be translated into specific action

implementation

It goes without saying the effective customer care

evaluation and control

Has been a major issue in competitive strategy in recent years

quality

Does not necessary means simply high quality

good quality

Program developed by the marketing science institute

PIMS

Report showing the roi and cash flows

par

Reports which COMPUTES the predicted consequence of each of several alternative

strategic analysis

Examines POSSIBLE tactics for achieving strategic objectives

report on look-alikes

Report aim at predicted the BEST COMBINATION of strategies for the particular company

optimus strategy

Emphasizes the task involved in servicing customers rather than customer needs

customer service

Emerge as a significant development in marketing

relationship marketing

Focuses and maximizing benefits in an exchange between supplier and customer

traditional marketing

Involves Multiple parties with shared goals

gronroos

Integrates traditional marketing tools

gamble et al

Defined by a commitment to exceeding a customer expectation

buttle

Means an organization's marketing effort should be designed around a series of contacts with customer over time This means that more marketing people are involved

relationship marketing

Essentially this involves rewarding customer financially for being loyal

adding financial benefits

Discomfort company personnel increasing the personal and social bonds with customer

adding social benefits

adding structural ties