A Report of Online Customer Service contribution to Customer Relationship management Name: Lecturer: Course: Date: Contents Contents 1 Introduction 2 The rise of social customer 3 Use of Social Media 4 How business can use Online Customer Service 5 Management Practices 6 Conclusion 12 Recommendation 13 Introduction The concept of customer relationship management is not a new one…
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However, as the businesses grew, information regarding each customer became difficult as a result of customer growth base. To cope up with the growing customer bases, marketing segmentation and customer grouping was started, where customers were put in slots that could fit into their needs. Grouping of customers and putting them into slots enhanced the expectations of customers, but this also compromises some other desires of the customers since other services are tailor made to groups, not individuals2. In order to meet these challenges, relationship management begun to surface in 1980’s where this idea was to work efficiently with a direct relationship with the customer. Most of the firms realized that this could make them to know more about their customers and provide services that were tailor-made to match their desires. By doing this, firms were able to add value to their customers and themselves. Relationship Management is a group of terms and methodologies that illustrate how businesses should endeavor and strive for quality customer service, long term relationship with customers, and provision of quality goods and services. The argument behind good customer relationship include, sense of control, reduction of risks, provide more security, feeling a sense of control and reduction of costs of being a custo The rise of social customer The rise of customer requires that companies should change into a fully fledged social enterprise that values openness and succeeds on the collaboration with customers. The livelihood of the social business is a combination of consistent and immediate flow of information which involves every employee and spans every level of the company3. This means philosophically the customer’s needs at the heart of the vision of the company so as to equip the entire labor force with the right tools so as to ensure that there is customer satisfaction either directly or indirectly. This means operationally that there is an investment in systems, guidelines and training that will enhance immediate communication between the workers and customers. A social business will have to pay attention and engage a variety of media-email, telephone, mobile and web. Several customers are going for social media to research, rave and rant about their experiences. By amplifying and aggregating experiences of the customers, social media has the ability to either make or break the reputation of the company. Studies have indicated that over 40% of the adults use the web to share their complaints about the services and products. Social media has the ability to bring down the company into its knees if not well managed. Social media has pushed customer service to the front of tactical thinking. In order to stay in the competition, it is extremely beneficial for companies to know about the needs of a social customer. Use of Social Media Companies in the contemporary business environment are moving closer to its customers, and have taken some steps in resolving the problems encountered by its customers. There is a massive opportunities for various companies in the social web4. Removal of communication obstacles between a business and its customers, social web maintains one-on-one, small-scale relationship with the customers contrary to the setting of large-scale
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(“Online Customer Service Essay Example | Topics and Well Written Essays - 2750 words”, n.d.)
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(Online Customer Service Essay Example | Topics and Well Written Essays - 2750 Words)
“Online Customer Service Essay Example | Topics and Well Written Essays - 2750 Words”, n.d. https://studentshare.org/e-commerce/1404464-online-customer-service.
Customer Service Excellence.
In the global economy, various forms of developments are taking place at an accelerating pace and there has been a drastic change in the balance between the company and its customers. The developments of new and innovative technologies along with communication mediums and easy trading among countries have provided multiple choices to the customers.
As the paper declares organizations in both the private and public sector have been affected by various economic hardships and competition whereby organizations have to fight for the attention of the customers. Government agencies are now required to account for and minimize expenditure and upgrade services delivered to the citizens.
Conversely, an efficient customer service excellence can be considered as one of the major critical success factors towards achieving competitive advantage across all business industries. This is due to the reason that it creates broad array of opportunities for an organisation to preserve its various customer segments with the intention of attaining organisational goals successfully (Centre for Good Governance, n.d.).
To achieve such excellence they have climbed the ladder gradually and with much care taking all aspects into account. McDonalds has never compromised on quality, customer satisfaction and employee loyalty and comfort. McDonalds is one of the world's ruling entrepreneurial success stories and have reached about 30,000 locations, in more than 120 countries around the globe and serves billions of customers each day.
Cook (2008) guides the reader through the customer service system and tries to establish an understandable focus on the customer service companies. Cook (2008) develops a sustainable customer service management emphasizing controversial strategic and practical aspects of the customer care area.
Email follow-ups: This type of assessment is very effective if catered properly and if the customer replies promptly. More often than not, the emails tend to end up in spam where they would be deleted without the customer
is also liable to deliver effectual support of customer service by scrutinizing the accurateness of different order information in a well-organized as well as in an efficient way (Canadian Professional Sales Association, “Customer Service Representative Job
Expectations about the performance or output of the process may not necessarily be expressed out rightly but one ought to know as this can affect how one’s performance is viewed (Hill, Roche and Allen, 2007: p 186).
There are those
Flaming Waters Company is happy to join the league of leading wine-making firms in the UK and beyond. The company is starting a new and exhilarating phase for its small wine and whisky brands that will bring new opportunities and possibilities. The
Delighting the affected by resolving the issue is important in maintaining customer royalty. Several methods are available for solving the challenge, some are more appropriate.
Online channels are one of the prominent customer services that businesses
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