MKT610 Assignment # 1 Solution

Assignment No. 1


Suppose you are the Customer Care Manager of an intercity Bus Service Company at Lahore. There are different ticketing counters for different cities for males and females. Your bus service is reputed with good time management and is linked among 20 well know cities through out the country. However a series of complaints are continuously coming from the female’s customer’s counter. These complaints are ridiculous for you and threatening for the positive image of your company.

Question 1:
Assess what could be the potential complaints at females customer counter.

Answer:
The complaints at female’s customer counter;
1: The communication gape.
2: The poor pressure handling.
3: Poor time management.
4: Lack of information regarding to the services offered by Bus Service Company.
5: Not familiar with the working environment.

Question 2:
Provide the solution for your mentioned complaints in Question 1.

Answer:
Solution for above mentioned complaints:
1: Bus Service Company should train their workers, from the customer care department especially for better communication skills. I mean the customer care department is all about the communication skills.
2: We need to train our employees to handle the pressure in an efficient way. So in any situation they can work properly.
3: Time management is the key to success in any organization. So we need to work on this area. Our employees should be familiar to the system. So they can manage the work load.
4: Bus Service Company should make sure that their employees have sufficient information about the projects and services offered by the company. So they can treat the customers in a proper way. I mean to say that they can better satisfy the customer.
5: Especially for the new employees, the company should arrange the trainings to give the information about the working environment. I mean to say that every system or the organization have its own way to work. So the new comers must be informed about the system or the set of rules the company is following. So we can have a better reputation in the market.

MKT610 GDB Solution

MKT610 GDB Solution:
• Dissatisfied with the Elements of the market mix. Some customers have specific demands of a certain thing more than others, means he want something extra-ordinary. That particular thing may not be fulfilled by your product. This can happen quite often. Nothing is wrong with your product, but then it does not satisfy customer specific need. For example timely serving is the most important factor.

We can overcome this kind of dissatisfaction if we have complete knowledge regarding the behavior patterns, migration patterns of the target customers.
• Communication evoking poor or improper response. Communication faults may also make customer complaint.
The solution of this problem it is essential to develop transparent and interactive communication system.
• Compulsion due to environmental forces. Sometimes, change is desirable for environmental laws and regulations, which are being imposed more rigidly now.
For example an air conditioned, cleaned and freethinking atmosphere is offered with power as a special offer.Whenever the signals of customer defection are noticed, it is essential to come out with the specially designed promotions to attract the attention of likely defectors.

MKT610 GDB

first of all what is Social CRM? Well, first let’s take a look at what has happened to get from CRM to Social CRM. The difference between these two is just one word, social. Social brings a new element into CRM because now instead of just dealing with data and information we are dealing with conversations and relationships. These conversations and relationships take place not just from company to consumer but also from consumer to consumer.so we can say that CRM can be a next big thing in business processes while relating broader aspects of CRM

MKT610

Assignment solution of CRM MKT610
The Assignment of customer Relationship Management.
Student Name: --------------
Student ID: ------------------
Answer NO 1:
Advertising and R & D expenditures will be affected by the costs of production. This
decision process is further complicated by oligopolistic rivalry in terms of price, output,
advertising and R & D.
The major disadvantages made by the of U- Cop were to spend less on the advertising.
Because advertising helps you in reach a large no of peoples in a given period and in a
specific geographic area. The A-Cop wins over the marketplace from U-Corp through
advertising. Because the advertising is targeted to those who are most frequently
wanted to buy the product of yours company. So the lack of attention towards the
advertising was the major reason to loose its position. This was the major disadvantage
of U-Cop while competing with the A-Cop. Advertising campaigns often precede the
actual selling of new products. The U-Cop failed in this dimension than to A-Cop.
Answer No 2:
The main objective of the marketing is creating the value of a customer. An
opportunity is only valuable if it helps the company get where it wants, or needs, to go.
Companies that spend more on advertising certainly represent a revenue opportunity
for ad agencies and for the owners of broadcast and print media outlets. Of critical
relevance, however, is how much of an opportunity it represents for a marketer -- the
one spending the money.
Both the firms failed to realize the customer realization by spending more on
advertising.
It is less expensive for the firm to improve customer than to spend more on the
advertising. Both the company should deliver a particular value customer proposition
to a definable market to exist. Above mentioned three steps are the mistakes made by
both the firm.
Answer No 3:
Strategy of an organization is the roadmap towards attainment of its long term goals
and objectives. Organizational strategy consists of planning, organizing, execution,
and control activities. Changes in information technology, in the financial system, in
just-in-time production techniques, and in the rise of companies offering distribution
and support systems which previously only the largest companies could afford --
removing the advantages of being big. The diseconomies of scale - overhead,
inflexibility -- are becoming increasingly powerful.
To compete effectively the U_ Cop must follow the above strategy and the customer
improvement experience than advertising promotion. In This way the UCop
could win back the lost position in the market.
The U-Cope must have the following strategy to compete effectively:
Assessment of strategies
Competitor perceptions
Effectiveness of current operations
Competitor capabilities
Long-term market prospects
Answer NO 4:
To avoid the price war there are some steps involved to avoid the price war.
Identify the customer problem:
Estimate the financial impact of the problem:
Determine the root causes of the problem:
Estimate the financial impact of these root causes:
Create a cost not buying statement: