Annotated Bibliography - Essay Example

Number and Annotated Bibliography Walden Ackerman, E. . Forrester Analyst Warns Googles Service Woes Could Affect Its Valuation. Retrieved from http://www.forbes.com/sites/eliseackerman/2012/10/23/forrester-analyst-warns-googles-customer-service-woes-could-affect-its-valuation/ In this web article, Ackerman points out that customer experience and an organization’s market valuation have a direct link. Further, the author notes that there is an exception to this notion in the case that customers of an organization feel trapped by lack of competition.

The author notes that this exception applies in the case of Google since it has no real competitors. The source further reveals that self service automated customer care need not be low quality now that they are often low cost. From the source, it emerges that Google needs to do a lot in terms of improving its customer service including making better designs of its products. Lin, L. (2013). Analysis of Googles platform strategy, positioning and supply chain management for Google-branded devices.

Retrieved from http://www.digitimes.com/news/a20130408RS400.html This web article provides a detailed analysis of the strategies used by Google to position itself in the market. Among other issues that the article discusses is Google’s positioning with respect to Google branded smartphones, notebooks, and tablets. It emerges from the source that one of Google’s supply chain objectives is to commoditize sectors that it cannot dominate cheaply. Nassivera, J. (2014, June 12). Google introduces My Business service to improve company and customer relationship. HNGN. Retrieved from http://www.hngn.com/articles/33621/20140612/google-introduces-my-business-service-to-improve-company-and-customer-relationship.

htmIn this web article, Nassivera discusses about Google’s innovative product that goes by the name “Google My Business”. The product is dedicated to improving customer relations and is targeted at businesses across all economic sectors. The product makes it possible for businesses to identify and serve loyal customers though such services as Hangout and Google plus. Apart from the information that the source provides in respect of Google My Business, the business provides vital statistics related to the number of small businesses that own websites.

Shwartz, B. (2011). Google: We Cant Have Customer Service Because. Retrieved from https://www.seroundtable.com/google-support-staff-limits-13916.html Shwartz’s article reveals the thoughts of a Googler, DeWitt Clinton, on why it is not feasible for Google to maintain a customer support team. The article reveals that on a global scale, Google has billions of users every day, only a very minute percentage of this population requiring support. The organization would need roughly 20, 833 people to work as part of its support team to meet the global demand for support using Google products according to Clinton.

This is not feasible especially if such people can get support from blogs and social media.