Kiamo Management Tool for ENEDIS Customer Service
Case study - 3 pages - Management control
ENEDIS uses Kiamo, an omnichannel call system, to monitor customer advisor performance in real-time, ensuring compliance with CRE objectives and balancing employee well-being.
Apprenticeship in Customer Service Support (CSS)
Diploma Thesis - 10 pages - Foreign markets
CSS service accompanies the sales representatives in order to support them for the cotations of the existing customers. While they are prospecting new customers or anything else, already known customers can send us a cotation request to ship their goods around the...
Defining customer service levels to keep customers and shareholders satisfied
Essay - 5 pages - Business strategy
If you need to release cash, particularly during a recession period or when sales are falling, you should look to your working capital. Optimization of your working capital will improve efficiency, liquidity and potentially investor ratios like the dividend yield, if the dividend payment can...
Are customer's management softwares and quality customer service key elements to gain customer's satisfaction and build loyalty?
Dissertation - 39 pages - Clients and users behaviour
Nowadays, companies possess lot of tools in order to gain customer's satisfaction and build loyalty. They understood that they have to focus on customers in order to increase profit more than before. Indeed, by focusing on customer's satisfaction they build loyalty and a...
Customer service improvement
Case study - 3 pages - Educational studies
Anacceptable standard of customer service policy is becoming a major component in various business organizations due to the increased completion and customer awareness. The standard policy is essential to the management, employees and the potential customers. They...
Starbucks: Delivering customer service - published: 15/11/2013
Case study - 3 pages - Management
By 2002, Starbucks had already been established as an unarguable leader on the US Specialty Coffee Market. However, recent market research is causing some concerns to the top management of the company. It indicates that the level of customer satisfaction declines. In order to respond the...
Carrefour and Walmart: Positioned to succeed through convenience, diversity and customer service
Case study - 17 pages - Business strategy
The Food and Marketing institute (FMI) estimates that the American population spends over $5.6 billion a year on groceries and that the average store carries over 40,000 products (http://www.fmi.org/facts With each household visiting the grocery store twice a week, it is increasingly important...
Management of customer service
Case study - 3 pages - Management
A good attitude to a customer, mostly through good listening skills, indicates an active service oriented attitude. Thus, customer servicing personnel are advised not to talk along much but: • Be attentive to what the client says, • Ask questions and encourage them...
Are customer's management softwares and quality customer service key elements to gain customer's satisfaction and build loyalty? - published: 13/05/2009
Thesis - 24 pages - Management
Nowadays, companies possess lot of tools in order to gain customer's satisfaction and build loyalty. They understood that they have to focus on customers in order to increase profit more than before. Indeed, by focusing on customer's satisfaction they build loyalty and a...
Service Recovery and Customer Satisfaction
Course material - 4 pages - Clients and users behaviour
It is a well known fact that mistakes are a critical part of every service. In services, often performed in the customer's presence, errors are inevitable. While it may not be possible to eliminate mistakes altogether, companies can certainly learn to recover from their...
Amazon services inc.: Using knowledge to drive customer growth
Case study - 9 pages - Services marketing
Amazon.com, Inc. is an American Company founded in 1995 by Jeff Bezos at Seattle. The company started as an online bookstore. In 1995, books were shipped to 50 states and 40 countries but soon the company expanded. It started selling a wider range of products. Its range of products doesn't...
Business Plan: Delivery Service for Customers
Business plan - 10 pages - Business strategy
Starting a new business course gave me the opportunity to work on a business plan. I have always been attracted by challenges and creating a company is clearly motivating. After studying many concepts such as multi-cultural fast-food restaurant, and online fast-food, I decided that the best...
McDonald's: impact of physical evidence and servicescapes on customer perceptions and employees' behaviour
Essay - 7 pages - Human resources
"Explain the impact of physical evidence and servicescapes on customer perceptions and employees' behavior within the service sector. Provide relevant service sector examples." McDonald's is an interpersonal service company, in Bitner's categorization,...
Customer's perception towards the service quality of Hyundai
Case study - 34 pages - Business strategy
A detailed & systematic study on the customer relationship management with the sales process, product & after sales service for Hyundai Santro car was under taken in the Bangalore city on behalf of Advaith motors private limited. This survey was taken up to know about the...
Research on customer satisfaction for the services of Hutchison-Essar
Case study - 25 pages - Business strategy
After the globalization of the Indian economy in 1991 the tele communication sector remained one of the most happening sectors in India. The recent years witnesses rapid and dramatic changes in the field of tele communications. In the last few years more and more companies both foreign, domestic,...
Supply Chain Management: Its role in improving the value of the product or service to customers
Thesis - 6 pages - Management
With growing competition among companies in the different industries, an efficient operation is essential for firms to offer quality goods and services at competitive prices. This can be made possible through the adoption of appropriate production technology, having a...
McDonald's: impact of physical evidence and servicescapes on customer perceptions and employees' behaviour - publié le 30/05/2007
Essay - 7 pages - Human resources
"Explain the impact of physical evidence and servicescapes on customer perceptions and employees' behavior within the service sector. Provide relevant service sector examples." McDonald's is an interpersonal service company, in Bitner's categorization,...
"Optimizing Customer Journey in Parcel Delivery: La Poste's Omnichannel Strategy"
Diploma Thesis - 64 pages - Marketing theories
"Discover how La Poste Groupe, a leading French postal and logistics services provider, is revolutionizing customer experience through its omnichannel strategy. With 17,000 points of sale and 900,000 daily customers, La Poste is committed to delivering high-quality...
Understanding Customer Expectations on Social Media and Establishing Effective Communication Strategies
Tutorials/exercises - 4 pages - Communication
Discover how businesses can leverage social media to create customer engagement, establish relationships, and drive sales. Learn about the importance of internal communication, customer service, and measuring progress in achieving organizational objectives.
Service Logic Marketing - Komatsu & Caterpillar Case
Case study - 3 pages - Services marketing
Despite the global competition, the American construction machinery company, Caterpillar, is still the leader today, partly thanks to the quality of its machines. However, to cope with growing competition, quality, producing a defect-free product or service right from the beginning is not...
BlaBlaCar's Service Management
Dissertation - 8 pages - Management
As information becomes more available and communication easier, C2C service emerges as a more and more integral part of our society. The companies behind the service often only offer the service of connecting and helping with the transaction between the parties involved in...
The Concept of Smart Services
Case study - 3 pages - Business strategy
The document resolves two exercises that are linked. Assignment 1 centers on the concept of "smart services" and their interaction with citizens in the context of government. The goal is for individuals to describe their technological vision of how governments will interact with citizens...
Employee Selestion Techniques for a Customer Advisor
Case study - 2 pages - Management
For this assignment, the elected job is Customer Advisor in the bank HSBC. This job is interesting to study because it is multi-tasking and requires soft skills. What's more, the banking context is very specific, for it deals everyday with sensitive data and complicated situations....
Customer Orientation
Course material - 3 pages - Marketing theories
The approach of customer orientation can be explained in companies that highly value and give their customers a lot of importance. Such companies are said to be customer oriented. According to Bhasin (2018), their marketing strategies get designed with their customers...
Customer Satisfaction and Its Impact on The Future Costs of Selling - Lim, L. G., Tuli, K. R., & Grewal, R. (2020)
Tutorials/exercises - 4 pages - Business strategy
The article by Lim et al. (2020) provides a combination of empirical along with theoretical research on the existence of a linkage between customer satisfaction and a firm's future selling costs (COS). The study investigates the matters not adequately scrutinized in dealing with...
The WidgetTech Customer Satisfaction Survey
Case study - 3 pages - Clients and users behaviour
WidgetTech is a leading technology company that specializes in manufacturing and selling cutting-edge widgets. Over the past few years, WidgetTech has experienced a significant drop in customer satisfaction scores. Their customers, who come from a wide range of industries, have...
Customer Relationship Management in Riyadh Bank
Case study - 15 pages - Management
Customer Relationship Management is a tool for attracting and retaining customers that a business has identified as potentially profitable in the long term. CRM can help businesses to build sustainable competitive advantage and protect their market share from possible erosion by new...
Media services: Case study
Case study - 2 pages - Educational studies
Media services come to the market with the aim of reaching a wide range of people since media is largely accessible. Netflix is a company founded with the aim of supplying internet on demands and offering DVDs online at a flat rate. The Company is officially registered as Netflix Company...
Customer value creation: The case of Beats Electronics
Case study - 3 pages - Business strategy
Value creation is one of the core aspects of any firm as it is linked to shareholder value. It is important to care about the manner in which customers place value in the brand. Customer perceptions of value are often unclear which creates a wide opportunity for companies to tap...
How can technology be used by the financial services industry to boost the development of cross-border payments and trade in the ASEAN region?
Sectorial analysis - 2 pages - Finance
ASEAN's financial services industry needs to be supported by technology to increase its competitiveness. The future of this industry depends on one hand on the development of cross-border trade in the ASEAN region, and on the other hand, on the development of the means of payment that...
