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Customer Service Excellence - Essay Example

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This study deals with the importance of customer service in organisations now-a-days. Technological advancements and its impact on organisational process to increase the profitability of companies through delivery of better customer service have also been discussed in this study…
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Download file to see previous pages Then when the organisations realised the fact that the sales pattern followed by them did not correspond with the consumer needs, then the need for a separate marketing department was realise. It can thus be named as the marketing department era. Next came the marketing company era when the need of organisations to focus on its customers to achieve its goals was realised. Hence, customer is given the highest priority in any of the marketing activities followed by the organisations. Customer Relationship Marketing Relationship is vital to the marketing process and the companies are now focussed on relationship marketing which helps to create, maintain and build a strong long term relationship with the stakeholders of the company including its customers (Palmatier, 2008). The area of relationship marketing has been an area of focus for the last few years. Relationship marketing mainly puts emphasis on the retention of customers rather than acquiring new customers. It heavily stresses on the process of customer satisfaction and gives less importance to sales transactions. Relationship marketing, to a large extent, differs from that of the traditional forms of marketing. Relationship marketing mainly gauges the importance of long term relationship with a customer. Some of the eminent scholars identified that practicing relationship marking will help the company to convert a normal customer into a loyal customer. The loyalty factor in turn offers the company with new sales opportunities through repeat purchase (Food and Agriculture Organization of the United Nations, 1986, p. 234-235). Importance of Customer Service Customer service can be considered as the relationship that an organisation develops with its consumers or customers. It includes the provision of...
The facts and analysis presented in this report suggest that most of the business organisations in this modern era are customer oriented. Any company which is market oriented is found to focus on all their business activities keeping the customers at the centre. The business activities are performed in such a way that it corresponds to the specific needs and wants of the customers. This process leads to the increased satisfactions for the customers and once the customer becomes happy it can be expected that they would continue their relationship with the organisation and would like to have the same product in future. This increases the customer trust and loyalty and helps the organisations to have a sustainable growth in future. Concept of marketing is not new and it has evolved through various stages.
This paper makes a conclusion that the companies are now focused on finding products for the customers and not finding customers for the products offered by them. Technological advancements are also having a significant impact on the ways in which customer services are provided by the organisations. Technology has helped to provide customer service in a timely manner and the companies can now provide greater satisfaction to their customers. All these facts suggest that customer service is the most important aspect for any business organisation in order to ensure its profitable and sustainable growth in future. ...Download file to see next pagesRead More
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