Customer Relationship Management Essay Examples

In 2006, a survey conducted by Zoe S. Dimitriades examined client satisfaction and trueness in service organizations. It was found that client trueness is a result of satisfaction, although it should be noted that they are different measures of company performance. Customer satisfaction can be influenced by both tangible products and service experiences, with the […]

Introduction Nowadays skilled employees go more and more of import, because of service quality as an attitude, it is straight affect the clients ‘ satisfaction ( Robinson, 1999 ) . There are tonss of rival come from everyplace, so it become globally competitory service industries. And for guest satisfaction, we should accomplish a quality service […]

Capitec Bank is a commercial Bank based in South Africa. The Bank is licensed locally and controlled by the Reserve Bank of South Africa. It has been rated first in matters concerning customer satisfaction as per the results provided by the South African National Banking Regulators of the year 2015. As per the International Banking advisory groups, Capitec Bank has been said to be the best bank in the World. The operations of the bank are in the form of a local Bank, and it serves individuals as well as businesses. However, the bank usually does not provide banking for firms that are close corporations. Capitec has more than 668 branches in South Africa, and it has more than 6million customers. A good number of his clients are also using the online system of banking. Capitec has a provision of innovative transactions, savings as well as unsecured credit cards to their customers. Its business building blocks are affordable, readily available, and simple. One of the best strategies to ensure that an organization achieves its objectives is guaranteeing a smooth flow of customers to the business. Therefore, scheduling of staff at respective branches to meet the client needs should be the center of focus. When the bank has an accurate forecast, the level of services will always be high, and the demands of their customers will be met.  Most of the requests made to the bank as well as clients will also be served within a short time. In cases where wrong forecasts and also the subsequent scheduling are wrong, a lot of time will be taken in getting the clients served. Scope and Objectives of the Report The primary objective of this report is to find a strategy that can be used to curb any form of inefficiency that may lead to customer and staff dissatisfaction. This is because once the staffs are not comfortable with their work; it becomes difficult for them to offer standard quality services to the customers as expected. Therefore, Kaizen’s toolkit of continuous improvement comes in handy as the best and viable solution that should be used to solve the problems that the bank is currently facing. As outlined by the Kaizen’s toolkit of continuous improvement, organizations have a significant role in ensuring that there is a high level of efficiency in operations. Given that Capitec Bank is focused on offering quality and timely services to its customers (such as depositors), it is necessary to ensure that all factors have been taken into consideration to guarantee continuous improvement. Therefore, the primary goal is to make sure that there is a constant rate of improvement in the way the operations are conducted as this directly leads to customer satisfaction; hence, the majority of them will be served. Another objective is to use operational efficiency as a strategy of ensuring that the customers are satisfied with what is being offered as services. Through this, sustainable development and a large customer base will be guaranteed. Nevertheless, the management must study the customer patter of other rival banks and ensure that they have contained any form of adversary that can lead to customer dissatisfaction. Moreover, the management will have to set priority goals geared towards understanding the needs and expectations of their customers as well as the workers. If the customer service staff members are not motivated, it will be difficult for the whole team to meet client needs. Measurement and Metrics: Before And After Customer flow can only increase if the banks’ staff has the morale to work and that there is constant motivation. However, given that this variable has been neglected for some time by the management, the bank has been having a low customer turnout. Nevertheless, after applying the principles of operational excellence, there have been noticeable changes in the operation and performance of Capitec Bank (Bessant, & Francis, 2013). The bank has ensured customers are fully satisfied, and there is an increase in their productivity. Before the new system, customers used to wait, and in the branches, the experience has been important metrics for the retail banking. Once the management has considered it necessary to incorporate anyone’s opinion in decision-making, personal discipline amongst the employees, and teamwork, it will be possible for the clients’ needs to be met. Moreover, the workers should be given a chance to continue with their improvement programs in terms of taking time with the customers and offering suggestions instead of just focusing on serving them. The Current State of Operation Capitec Bank has a significant problem in ensuring that its operations have been carried out as required. This is because it is facing stiff competition from its rivals given that they have an efficient mechanism in handling their customers. Such competitors have ensured that the […]

Starbucks Corporation buys and roasts whole bean coffees. It also sells freshly brewed coffee, drinks, complimentary food items, coffee-related accessories and equipment, high-quality teas, and a range of compact discs. These products are mainly sold through the company’s retail stores. Starbucks places a higher value on individuals rather than their products. They believe that by […]

Servicers in the markets always face the challenge from the judgment of service quality by customers. Service quality, generally is taken satisfy customers into account, so that it is a critical factor from the perceptions of customer. It is the primary goal to providing a high quality service and customer satisfaction of the service industry […]

We have embarked on this journey to make Customer Centricity the business model for how we operate. You would have recently gone through the Customer Centricity Training. Customer Centricity is a continuous journey to keep Customers at the center of everything we do. By seeing PNB MetLife through our customers’ eyes and reducing the effort […]

The case discuses about the evaluation of performance of James McGaran, Branch Manager of Citibank in Los Angeles by his Area Manager, Lisa Johnson, and the discrepancies that crept in during the evaluation process. In the case, it can be seen how Lisa Johnson had failed to reflect some of the performances properly leading to […]

The purpose of this paper is to gain an understanding of Patient Satisfaction Research in health care. By understanding the definition of patient satisfaction as well the use of patient satisfaction surveys in health care, others will be able to comprehend how managers of Health Care Organizations use the scores to improve the quality of […]

Customers play a key role in the functioning of any business. For a business to function smoothly they should ensure the satisfaction of their customers. Many researchers have looked into the importance of customer satisfaction. Kotler (2000) defined satisfaction as: “a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance in […]

International Journal of Business and Social Science Vol. 3 No. 16 [Special Issue – August 2012] The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan. Samraz Hafeez SZABIST Islamabad, Pakistan. Bakhtiar Muhammad Faculty Member SZABIST Islamabad, Pakistan Abstract Top organizations know that the road to […]

Case 3-1: Southwest Airlines Corporation What is Southwest’s strategy? What is the basis on which Southwest builds its competitive advantage? Cost cutting SWAC uses a low-cost strategy. They had the lowest operating-cost structure in the domestic airline industry. Employee satisfaction Together with this strategy, they want to achieve customer satisfaction by employee satisfaction. They are […]

The book “Hotel Management and Operations” describes hospitality as the warm and generous reception and entertainment of guests or strangers, whether in a social or commercial setting (p. 73). According to the Building Code of the City of New York, a hotel is defined as any building or part thereof that provides food and shelter […]

Customer satisfaction is the perception of customers regarding the difference between their expectations and the actual performance of a product or service they have used. Businesses prioritize customer loyalty as it ultimately results in long-term profitability. Customer loyalty is marked by a dedicated commitment to consistently purchase or use a preferred product or service in […]

This paper aims to analyze BAJ jobs using systems thinking. It will start by presenting a job scenario and then examining metaphors and paradigms that offer diverse perspectives on organizational analysis. Moreover, it will utilize SOSM as the suitable system methodology. Additionally, a comprehensive explanation of the lean system will be given to tackle and […]

The research outcomes are analyzed in this chapter with respect to the five survey objectives. This chapter begins by discussing the limitations of the research and making recommendations for future research. The treatment on the consequences of the research focuses on achieving the four main objectives of the survey. These objectives include identifying the demographic […]

Problem solving and decision making are critical skills for both business and personal life. Problem solving often involves decision making, which is particularly important for management and leadership. There are techniques and processes to enhance decision making and the quality of decisions. Certain personalities have a natural inclination towards decision making, and they should focus […]

The service industry, which operates 24/7, is currently dominant in the business world. It has been noted that developing countries are experiencing the highest growth in this industry. The influence of worldwide company civilizations and cross-cultural interactions has encouraged the growth of the service sector in developing countries. In Pakistan, the restaurant industry is particularly […]

In the tendency of globalisation and coordination of Bankss, insurance and security endeavors, the life insurance industry has been confronting enormous competitory force per unit area. Business in the epoch of cognition economic system has realized that expeditiously capturing the cognition embedded in their organisations and deploying it into operations and services will make an […]

Customer satisfaction is a critical concern for organizations in both the public and private sectors, as delivering high-quality service and ensuring customer satisfaction are crucial for meeting service standards. All employees play a role in determining customers’ level of satisfaction. In the public sector, governments are expected to be more responsive to the needs and […]

Ryanair’s success is attributed to the efforts of its founder, Ryan, who transformed the airline from a small full-service carrier into the largest budget carrier in existence. Their main focus is on maintaining their position as the leading low-fare airline while also keeping costs in check. By implementing a new strategy for reassigning riders on […]

In the beginning we need to understand what is balanced scorecard. The Balanced Scorecard measures organisational public presentation across four different but linked positions that are derived from the organisation ‘s vision, scheme, and aims: Financial. How is success measured by our stockholders? Customer. How do we make value for our clients? Procedure. At which […]

La’, The Hong Kong Polytechnic University, Hong Kong A. C. L. Young, The Hong Kong Polytechnic University, Hong Kong the Driving forces of Customer loyalty: abstract In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents […]