Purchase Solution

Sales & Relationship Management

Not what you're looking for?

Ask Custom Question

Need to explain the importance of customer service and customer support in an e-business and discuss some of the strategies businesses can use in creating customer service, customer support levels and customer relationship management (3 pages).

Points should include:
-the life time value of a customer
-FAQ's
-tailor programs
-customization
-handling returns
-shopping cart
-ease of use
-security
-call centers
-24/7/365 feedback

Purchase this Solution
Solution Summary

The sales and relationship managements are examined.

Solution Preview

hello,

I can't write your paper for you, but I can address each of the following points with regards to customer service. Many of the points will overlap with each other.

-the life time value of a customer

It is known that acquiring a new customer can cost significantly more than retaining an existing customer. What does this mean? It means that it is cheaper for the business to have repeat customers purchasing their products vs. going out to find new customers. This means that once a customer made a purchase, an online vendor must make sure that this customer is satisfied and will hopefully return back to the store.

How can we do that? If they had any issues with the product, delivery or service the e-business need to be able to address it right away to make sure that the customer becomes satisfied with the outcome. Perhaps other tactics can be used to build life long customers, such as offering them special coupon codes via email for discounts on future purchases, or other incentives to maintain their loyalties.

http://www.costpernews.com/archives/customer-acquisition-vs-customer-retention-which-is-more-important/

- FAQ's

This is a second on the site where most common questions are asked, and answers are provided. The goal of this is to answer simple questions that many shoppers might be thinking. By having this, we could potentially eliminate several phone questions to customer service which are more expensive to answer. This follows the customer levels of support. First they look at the FAQ for their answer. If the customer does not see their answer, then they can try to call customer service. Hopefully at that point, the generalized person who answers the phone will be able to help the customer. Sometimes however the questions are so complex that the call needs to get transfered to a manager or supervisor. This could be necessary to solve problems. The goal of customer service is to have a satisfied customer in order to build lifelong relationships.

- customization / tailor programs

There are several aspects to customization. When you log into your e-business webpage, the ...

Purchase this Solution
Free BrainMass Quizzes
Business Processes

This quiz is intended to help business students better understand business processes, including those related to manufacturing and marketing. The questions focus on terms used to describe business processes and marketing activities.

IPOs

This Quiz is compiled of questions that pertain to IPOs (Initial Public Offerings)

Accounting: Statement of Cash flows

This quiz tests your knowledge of the components of the statements of cash flows and the methods used to determine cash flows.

Writing Business Plans

This quiz will test your understanding of how to write good business plans, the usual components of a good plan, purposes, terms, and writing style tips.

Transformational Leadership

This quiz covers the topic of transformational leadership. Specifically, this quiz covers the theories proposed by James MacGregor Burns and Bernard Bass. Students familiar with transformational leadership should easily be able to answer the questions detailed below.

View More Free Quizzes
Related BrainMass Solutions

  • What are the typical functions in a customer relationship

    "The sales functionalities of the CRM - Customer relationship management software are focused on helping the sales team to execute and manage the presales process better and in an organized manner."

  • Healthcare Management: An "art" and a "science"

    It also provides milestones for sales compensation where lengthy relationship building precedes sales, or where critical early products bring in only minimal revenues. An effective account plan should cover at least six critical sales rep actions.

  • Customer Relationship Management System

    432452 Customer Relationship Management System What are the typical functions in a customer relationship management system?

  • Personnel Selling, relationship selling

    90351 Relationship Selling and Sales Management 1. The text states "in modern organizations, relationship selling and sales management is quite an integrated process." What does sales integration entail?

  • Customer Relationship Management

    419260 Customer Relationship Management (CRM). Search the Internet for Web sites and articles about customer relationship management (CRM).

  • Estimating the ROI for Marketing Activities

    The same may be applied in estimating the cost of and sales generated by Customer Relationship Management and other possible marketing efforts of the company. 1. Identify functional expenses.

  • Relationship Marketing and Organizations

    It is a process to maintain a relationship with customers through various means, like after sales services, gifts and premiums and other tools of sales promotion.

  • Types of Sales Activities - B2B and B2C

    Sales and key account management. Cengage Learning EMEA. Buttle, F. (2008). Customer relationship management: concepts and technologies (2nd ed). Butterworth-Heinemann. Calvin, R.J. (2004). Sales Management (2nd ed). McGraw-Hill Professional.

  • Computing net profit for customer

    Order processing cost per order $7 Additional costs if order must be expedited (rushed) $9.50 Customer technical support calls (per call) $12 Relationship management costs

  • Prospecting Generating Leads in Business

    Sales management: a global perspective. Routledge. Kalb, I.S. (n.d.). A Systematic Approach to Professional Selling. K&A Press. Lancaster, G. & Reynolds, P. (2005). Management of Marketing. Burlington: Butterworth-Heinemann.

View More Related Solutions