MARKETING MANAGEMENT: CUSTOMER CARE (Author’s name) (Institutional Affiliation) Contents Executive Summary 3 Introduction 4 Benefits of a Customer Centered Organization 4 Developing Customer Understanding 4 Identification of Complaints and Resolution 5 Understanding of consumer Purchasing Behavior 5 Benchmark for Analyzing Employee Performance 6 Creation of Customer Loyalty 6 Sustained Business Growth 7 Formulation and Implementation of a Customer Care Strategy 8 Formulation of an Action List 11 Creation of a Customer Charter 11 Professional skills and Competencies 12 Importance of Training and Development 16 Objectives and Methods of Training and Development 16 Statement of Objectives and …
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This is in recognition that it develops relationships with clients and consequently leads to creation of a loyal and committed customer base. To this end, businesses that seek to increase profitability; efforts should be dedicated in creating customer loyalty, trust and commitment to goods and services. This is in recognition that customer loyalty ensures constant consumption of goods and services. In addition, the customers become promotional ambassadors of the business to other potential customers. Furthermore, the customers provide critical feedback on the services and goods. This enable the business to develop innovations aimed at improving goods and services. To this end, the report will intricately delve into the benefits of a customer care centered organization. Moreover, the report will demonstrate how the benefits could be applied to a hypothetical organization and its key customers. In addition, an intricate explanation on the implementation of an excellent customer care strategy will be critically analyzed. Furthermore, the report will look into the importance of training and development for excellent customer care service for both managers and customers. Consequently, the objectives of training and development schemes will be established as well as the best methods for initiation. Lastly, the report will establish a statement of objectives for a training and development program as well as outlining an action plan for implementation. Introduction The core aims of customer care are to ensure customer satisfaction and building relationships. Evidently, customer satisfaction pertains to the effective management of the customers’ perceptions and delivering a positive environment for conducting business with the clients (Cooke, 2008). Consequently, there are pertinent questions at the core of an effective customer care plan. This includes the levels of etiquette and professionalism of the staff, products and services that meet the clients’ expectations, and timely delivery of promised services and goods (Brown, 2010). Incidentally, customer satisfaction is tied to the building of mutual relationships with the clients. To this end, the business relationship is centered on understanding the customer needs and expectations. Furthermore, it is critical for the business to go over and beyond the stipulated expectations of the client. Moreover, the centrality of an effective communication plan with the customer is critical in the building of relationships. This pertains to keeping a constant communication schedule with the client that does not assume or take them for granted. Furthermore, it is essential to incorporate a complaint procedure for the clients as well as compensation plan for resolving controversial issues that touch on the products and services. In addition, the customer care plan strategy needs to consider loyalty schemes and administration of surveys focusing on customer satisfaction. Benefits of a Customer Centered Organization Developing Customer Understanding The key
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This paper illustrates that customer relationship management is concerned with sales but also includes other functions of a company, such as marketing and customer service. The whole purpose is to facilitate the buying or selling experience for a client. They aim at attracting prospects and sustain close interactions with the existing customers.
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