• Title/Summary/Keyword: Customer strategy

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A Study on the strategic methods for internal marketing of Family Restaurant (패밀리 레스토랑 내부마케팅 전략방안에 관한 연구)

  • 진양호;전진화
    • Culinary science and hospitality research
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    • v.7 no.2
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    • pp.1-24
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    • 2001
  • A Study on the strategic methods for internal marketing of Family Restaurant. We know that customer satisfaction in measuring the effect of marketing performance on employees in service industry. There are four strategies of internal marketing for service-employee, which are participation-promotion and manner-management of employee, classification to employee, communication strategy, motivation environment for employee. First, communication, sales and service technology of employee can be developed and improved through the education and training. Second, company can make better achievement by classifying life-style and individual desire. Third, communication strategy can improve service quality by development of team-work through the confidence and joint-responsibility. Fourth. the company make environment which employee can compete by offering incentive fairly and properly. In the conclusion, when employees serve customers in a depressed attitude, they neglect service process and bring about customer non-satisfaction. This have negative effect on external customer satisfaction in the short term. And so that customer-satisfaction can't exist without employee-satisfaction. that is job-satisfaction is the goal of company. therefore study about internal marketing action should be go on.

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A Market Development Strategy for WiBro Service (와이브로 서비스(WiBro service) 상용화를 위한 시장개발전략)

  • Kim, Youngchan;Jee, Kyoung-Yong;Kim, Moon-Koo;Kim, Jiyeon
    • Asia Marketing Journal
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    • v.7 no.2
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    • pp.71-92
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    • 2005
  • Given the rapid changes in consumer tastes, technology, and competition, companies must develop a steady stream of new products and services. To be a successful product or service and explore the available market, the target market consumers need to be fully acknowledged a new product or service's value or benefit. And at the same time, the presented benefit should satisfy the customer's needs and wants. Therefore, a firm must investigate the target consumers' needs and wants before launching the new product or service. In this paper, we suggest the marketing strategy for newly developed WiBro service in telecommunication industry. We focus on consumer-oriented marketing strategy as well as the technology development process. To explore the customer's value scheme, we employ a self-explicated approach for estimating the customer's part-worth of the different target market in the process of market development stage. And we present the marketing strategy for each market development stages as well.

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The Development of Customer Experience Management Competency Scale in the Manufacturing industry - Top Plan DNC Customer Experience Management Casestudy - (제조업의 고객경험관리 평가지표 개발연구 - Top Plan DNC 고객경험관리 사례를 중심으로 -)

  • Kim, So Hui;Kim, Yong Se
    • Korea Science and Art Forum
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    • v.20
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    • pp.135-146
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    • 2015
  • The purpose of this research is to highlight the importance of customer experience relating to servitization of manufacturing and to develop an index to analyze customer experience management. It occurred that customer experience management analysis should perform in diverse dimensions to get higher customer satisfaction. Following to this idea, new idex is designed : CEMC(Customer Experience Management Competency scale). CEMC includes three parties which are internal expert, external expert and customer, as evaluators of the appraisal. Each evaluator participates in the inspection about customer experience management through a questionnaire which composed four sections : Product and service, Business process, Culture and Asset. Researchers apply this index to one small manufacturing business and analyze the state of customer experience management. The result would be a reference for building strategy and align inside organization.

Impact of Information Sharing Regarding Customer Returns Ratio on Optimal Sales Strategy under E-commerce

  • Saito, Yuta;Kusukawa, Etsuko
    • Industrial Engineering and Management Systems
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    • v.14 no.2
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    • pp.111-121
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    • 2015
  • A correct information of customer returns ratio under e-commerce is not always shared between supply chain (SC) members. Also, it is important issue for SC members to handle the unsold products in a market. This paper discusses the impact of information sharing of customer returns ratio on an optimal sales strategy including resale of customer returns and buyback policy for a SC under e-commerce with a manufacturer and a retailer. A retailer sells a single product and resells the resalable customer returns in the same market. A manufacturer produces the products and buys back the unsold products as to their quality from the retailer. The integrated SC (ISC) determines the optimal product order quantity to maximize the expected profit of the whole SC. The decentralized SC (DSC) makes the optimal decisions for order quantity and the wholesale price of products to maximize the expected profit of each SC member. The effect of information sharing is discussed between SC members under ISC and DSC. The analysis numerically investigates how information sharing of the returns ratio affects the optimal decision and the expected profits under ISC and DSC. Besides, effect of SC coordination to encourage the shift to ISC is discussed.

Impact of Customer Relationship Management on Customer Loyalty among Patients Visiting a Woman's Hospital (여성전문병원의 고객관계관리(CRM)가 고객충성도에 미치는 영향)

  • Min, Che-Ryu;Kang, Hye-Young;Cho, Woo-Hyun;Lee, Dong-Jin;Kim, Chung-In
    • Korea Journal of Hospital Management
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    • v.13 no.1
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    • pp.65-83
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    • 2008
  • Although a variety of customer relationship management (CRM) activities have been provided by many hospitals in Korea, there lacks empirical evidence on the effect of CRM. The present study was conducted to examine the effect of CRM in terms of the customer response to CRM in a woman's hospital setting. A total of 380 patients receiving inpatient or outpatient care from woman's hospital between October 25 and November 4, 2005 were surveyed for the degree of their experience of and preference for CRM activities of the hospital by 5-point Likert-type scale. Patients were also asked about the level of customer loyalty to the hospital. Eighteen CRM activities offered by the hospital was classified into 4 types of CRM strategies according to Berry and Parasuranman: price, social, structural, and relationship recovery strategy. There's a significant positive correlation between the degree of experience of CRM and preference for CRM(r=0.49, p<0.001). Regression analysis results showed the significant positive relationship between the degree of experience of CRM and customer loyalty(${\beta}$=0.448, p<0.05). Among the 4 CRM strategies, only social(${\beta}$=0.127, p<0.05) and structural strategy(${\beta}$=0.266, p<0.05) showed signifiant positive relationship with customer loyalty. Overall, the favorable customer response to CRM in terms of preference for CRM and customer loyalty indicates that there's a positive effect of CRM on the continuity of the relationship between patients and health care providers.

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Case Study of Appling Customer Information and Customer Management in Fashion Merchandising Process (패션머천다이징 프로세스에서의 고객정보 활용 및 고객관리에 관한 사례 연구)

  • Ko Eun-Ju;Yun Sun-Young
    • Journal of the Korean Society of Clothing and Textiles
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    • v.30 no.5 s.153
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    • pp.788-799
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    • 2006
  • The purpose of this study was to analyze fashion merchandising process, to apply customer information in merchandising process and to examine customer management strategies of fashion industry in on-line and off-line channel. In depth, face to face interviews with structured questionnaires were conducted with MD and customer managers from selected 4 brands, one from each categories of men's, women's, casual and sports wear. Key findings of the study were as follows: First, they followed fashion merchandising process of 18 steps and collected trend information and sales data were applied to planning, selling/promoting process to plan season concept, design, and promotion activity. Second, commonly applied customer information types in fashion merchandising process were all from indirect information collected from sales data and forecasting companies. However, casual and sports wear conducted consumer monitoring activity f3r collecting customer data directly from customer participation. Third, in off-line channel, customers are segmented by amount of purchase they make in a specific time period and all the categories show high interest in valuable customers. However, only men's and woman's wear conducted promotion activities for valuable customers as a differentiated marketing strategy. In on-line channel, companies were interacting with the customers through internet web site to determine their demands. In conclusion, this study has significance in that it propose the necessity and strategy of differentiated customer management approaching by analyzing and comparing fashion merchandising activity process cases.

Effect of the Service Providers′Perceived Service Quality on Customer Loyalty in Restaurants (외식 서비스 제공자의 서비스 품질 인식이 고객 충성도에 미치는 영향)

  • 김혜영;양일선;신서영
    • Korean Journal of Community Nutrition
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    • v.5 no.2
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    • pp.236-242
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    • 2000
  • Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

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Customer Focused eBusiness

  • Ran, Im-Yeong
    • Proceedings of the Korea Database Society Conference
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    • 2001.11a
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    • pp.150-195
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    • 2001
  • Only 4% of all customers with problems complain average customer with a problem will: - Tell 7-10 people - Those people will tell another 5-7 - Those people will tell another 3-5 (omitted)

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Siebel CRM소개

  • Lim, Young-Ran
    • Proceedings of the Korea Database Society Conference
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    • 2001.06a
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    • pp.235-248
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    • 2001
  • o Global Support Centers o 50 Worldwide Field Service Offices o Executive Sponsorship o Quarterly Customer Satisfaction Reviews o Compensation Plans Based on Customer Satisfaction (omitted)

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Analysis of Relational Structure among Service Failure-related Variables in the Beauty Service Industry (미용 서비스 산업에서 서비스 실패 관련 변인들 간의 관계구조분석)

  • Kim, Seong-Ah;Yoo, Tai-Soon
    • Journal of the Korean Society of Costume
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    • v.63 no.3
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    • pp.46-60
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    • 2013
  • With a goal of establishing a marketing strategy which allows businesses to hold a dominant position in beauty service industry, this study has attempted to investigate causal relations among behavioral intentions by customer satisfaction once service recovery strategy is recovered depending on customers' emotional responses against service failure. In order to provide relevant data to make correct decisions during management and marketing planning so that better customer satisfaction can be achieved in the beauty service industry, the results of the previous studies on service failure and recovery strategy in the beauty service industry have been examined. Then after selecting i) the efforts to recover service failure, ii) satisfaction after recovery and iii) behavioral intention after satisfaction as causal variables, the relation among these variables were verified using a structural equation model. As a result, an appropriate recovery strategy which is developed after service failure makes customers have positive behavioral intentions when customer satisfaction is achieved just as described in previous studies. Furthermore, it is a critical fact which helps businesses keep their customers in a mature market, where it is hard to attract new customers and create long-term profit. This study empirically supports information on how service failure and related variables occur in the beauty service industry. It is significant in that it has helped beauty service providers build service recovery-related strategies.