MONITORING SATISFACTION

MONITORING SATISFACTION

MONITORING SATISFACTION :Many companies are systematically measuring how well they treat customers, identifying the factors shaping satisfaction. And changing operations and marketing as a result. Wise firms measure customer satisfaction regularly because it is one key to customer retention. A highly satisfied customer generally stays loyal longer, buys more as …

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Creating Innovative Marketing

Creating Innovative Marketing

Creating Innovative Marketing :When IBM surveyed top CEOs and government leaders about their priorities. Business-model innovation and coming up with unique ways of doing things scored high, IBM’s own drive for business-model innovation let to much collaboration, both within IBM and externally with companies, governments. and educational institutions. Then-CEO Samuel …

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GOAL FORMULATION

GOAL FORMULATION

GOAL FORMULATION :Once the company has performed a SWOT analysis, it can proceed to goal formulation, developing specific goals for the planning period. Goals are objectives that are specific with respect to magnitude and time. Most business units pursue a mix of objectives, including profitability. Sales growth, market share improvement …

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PROGRAM FORMULATION AND IMPLEMENTATION

PROGRAM FORMULATION AND IMPLEMENTATION

PROGRAM FORMULATION AND IMPLEMENTATION :Evan a great marketing strategy can be sabotaged by poor implementation. If the unit has decided to attain technological leadership, it must strengthen its R&D department, gather technological intelligence, develop leading-edge products, train its technical sales force, and communicate its technological leadership. Once they have formulated …

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TOTAL CUSTOMER SATISFACTION

TOTAL CUSTOMER SATISFACTION

TOTAL CUSTOMER SATISFACTION:In general, Satisfaction is a person’s feeling of pleasure or disappointment that result from comparing a product or service’s perceived performance (or outcome) to expectations. If the performance or experience falls short of expectations, the customer is dissatisfied. If it matches expectations the customer is satisfied. If it …

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ORGANIZATION AND ORGANIZATIONAL CULTURE

ORGANIZATION AND ORGANIZATIONAL CULTURE

ORGANIZATION AND ORGANIZATIONAL CULTURE :Strategic planning happens within the context of the organization. A company’s organization consists of its structures, policies, and corporate culture, all of which can become dysfunctional in a rapidly changing business environment. Whereas managers can change structures and policies (though with difficulty). The company’s culture is …

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