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Managing Customer Service

Net-4-You: Monthly Customer Retention Rate

Net-4-You is an Internet Service Provider that charges its 1 million customers $19.95 per month for its service. The company's variable costs are $.50 per customer per month. In addition, the company spends $.50 per month per customer, or $6 million annually, on a customer loyalty program designed to retain customers. As a re

Management Accounting for Reducing Costs and Efficiency

The Vice President of Operations would like to increase profitability, improve customer service, and expand the business. Even though the external accounting department spends 5 days preparing each quarter's financial statements and disclosures, she does not examine those financial statements issued to the company shareholders.

Marketing Plan for Z-Wing

You are the Head of Commercial Aviation at Z-Wing, the world's largest Commercial and military manufacturer. Janssen is Z-Wing's closest comeptitor and has recently captured 47% of the market. The Chairman Aaron Weiss has given one objective--"Come up with a marketing plan to help Z-Wing stay ahead of Janssen and maintain Z-Wi

Employee Absenteeism in a Call Center

Discuss how an HR manager of a customer call center at a major Internet service provider would resolve the issue of employee absenteeism and tardiness.

Customer Service

Discuss customer service levels for an inventory system within the context of quality management. Use peer-reviewed journal articles and books to support your 250 word response. Be sure to use APA 5th edition guidelines for in-text citations and the reference list.

Consumer Behaviour 102

Question Go to www.cadillac.com. (a). Provide a background of the website as an introduction to this project (1 page max) (b). Once the ultimate status symbol, Cadillac's image began a slow decline around 1980. The brand is now on a major quest to reclaim its title. Although they are seeing some success, they may be hit

Consumer Behaviour

(a) As the marketing manager for a car dealership, you wish to predict whether an individual will purchase a new Volkswagen in the next month. Your team came up with the intention measure: "How likely is it that you will buy a new car soon?" to be used in the survey. You have argued that the measure is unlikely to predict the

Influences on Consumer Behavior

What is a reference group? What is an example of a reference group(s) do students tend to belong to? What impact do these groups have on students purchasing decisions? Provide an example.

Buying Behavior

Details: Find two people who recently made a purchase of the same type of product or service (e.g., a meal at a restaurant, a piece of furniture, a pair of shoes). Create a series of interview questions based on the "Buyer Decision Process." Compile the answers of the two individuals and compare and contrast them with regard to

Marketing - Analyzing Customers

The objectives include: ? Analyze customer needs, behaviors and trends ? Analyze industry/competitive trends ? Leverage customer feedback ? Understand key drivers of customer value ? Establish long-term customer acquisition and retention objectives ? Perform customer segmentation analysis ? Evaluate

Survey questions for customer service

Using the same business problem confronting the organization examined in the business problem analysis in workshop two provided in attachment (1). (1) Prepare a 10-13 question survey to collect primary data regarding the selected problem. Must use at least three different types of survey questions. (survey done and is on att

Trends related to customer service

How does Legal environment relate to customer service? In other words how has the changing laws which have been enacted effected the face of American business in its attempt to protect consumers and be sure that they are treated well? How does changing demographics relate to customer service?

Customer Service in Landscaping Company

You are the owner of AAA Landscaping, a small company in Orlando Florida that specializes in resodding and maintenance of lawns. Much if your business is through word of mouth advertising. Once a contract is negotiated, portions of it are subcontracted out,( sprinkler system repairs, and pesticide services).Recently you went to

Sales Consulting Firm

Professional Sales Consulting, Inc. is a company that specializes in providing training to anexisting sales force and providing sourcing and recruiting services to retain sales and marketing professionals. Please summarize what a sales consulting firm actually does and the service the firm will be offering.

Customer service

How can a company capture customer feedback without alienating customers in the process? Are there situations in which you as a customer are more likely to provide feedback? If customers are more likely to provide feedback when they have unpleasant experiences, what can marketers do to minimize the potential bias or skew that ca

Levels of Customer Service

Think of a time when you visited a business, store or restaurant with expectations of a specific level of service, but the service you received fell far below your expectations. How did it make you feel? Have you ever received service that far exceeded expectations? How did that make you feel?

Customer Service and Technologies

I am looking for Internet for sites that deal with customer service and the technologies used to deliver quality customer service. Also, look for Websites and organizations that focus on technology and people involved in the delivery of customer service. Please describe how these technologies have contributed to improving custo

Cultural differences in customer service

Can you think of a time recently when you either encountered someone from a different culture or observed a person from a different culture having difficulty in a customer service situation? Describe the situation, and what you learned from it.

Purchase where you have an ongoing relationship with seller

Give an example of a recent purchase you made where the purchase wasn't just a single transaction but rather part of an ongoing relationship with the seller. Discuss what the seller has done (or could do better) to strengthen the relationship and increase the odds of you being a loyal customer in the future.

Measuring Customer Satisfaction

What is the difference between a rating and a ranking scale? Which one is better at measuring customer satisfaction, and why?

Customer Service

Central petroleum National Bank is one of the largest financial institutions in the Dallas Fort Worth Texas area. They have revenues of over 200 million dollars and they have investment holdings all over the world. They do business with many organizations as well as individuals in this region as well as in other parts of Texas.

Customer Service and Service Cultures

United Booksellers is the fifth largest retailer of publications on the west coast of the United states. It started 15 years ago as a family owned bookstore in Seattle, Washington, and had grown to over 125 stores in seven states. The organization currently employees over 3000 employees, each of whom receives extensive customer

Marketing: Customer Life Time Value Exercise

Jones Blair Management is considering focusing on the DFW professional painters. There are 400 professional painters in this area who buy paint worth 14.4 M per year. Average gross margin for Jones Blair is 35% and it currently has $4.2M sales in this segment. Current retention rate of painters is 75% and their revenue is sta

Brief explanation of each separate technique:personalized customer interaction; customer relationship management (CRM);customer experience management (CEM);interactive relationship marketing; mass customization; customerization

For all submission please include references/citations so that I can do the assignment (Exclude any work from wikepedia as the school does not accept any work cited from that source). Brief explanation of each separate technique: ? personalized customer interaction ? customer relationship management (CRM) ? customer expe

Customer Relationships

Managing Customer Relationships "One reason so many products and/or markets are plagued by commoditization is that firms try too hard to tie customers' needs to the core product." 1. What are some examples that confirm and/or refute the above hypothesis? 2. Should firms focus on offering solutions to customers' problem

Consumer behavior in two segments

Imagine that you have two alternative market segments. They're different only in their inclination to information search. Segment A does a great deal of information searching during decision making. The people in Segment B are much less active in their search behaviors. Why would both segments be good target markets? How would m