Mobile Support in Customer Loyalty Management PDF Download

Author: Christian Zeidler
Publisher: Springer Science & Business Media
ISBN: 3834983012
Category : Business & Economics
Languages : en
Pages : 239

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Book Description
Christian Zeidler identifies the potential of mobile services for the management of customer relationships. He develops a framework that provides a technical infrastructure capable of leveraging these advantages through a service delivery platform. The author, thereby, provides a valuable tool for the integration of the mobile channel into the traditional marketing mix.

Author: Silke Freitag
Publisher: diplom.de
ISBN: 3832456899
Category : Business & Economics
Languages : en
Pages : 88

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Book Description
Inhaltsangabe:Abstract: The main objective of this research was to find out and demonstrate how companies can manage to maintain and increase their customer s loyalty with the help of Customer Relationship Management in today s wireless world. Due to the growing convergence of the Internet and the mobile phone, competition between companies is considerably increasing. In order to further keep their stake in the market, companies are forced to improve the relations to their customers by using new business technologies enabling them to differentiate themselves from the competition in offering personalized services especially tailored to their customers needs. This thesis will concentrate on the opportunities that Customer Relationship Management offers in the wireless world. Mobile applications and instruments that enable companies to create more loyalty among their customers will be pointed out while special focus is laid on SMS-Marketing. A few examples of companies who have been successfully applying wireless marketing will be given. Furthermore, part of this thesis was to carry out an online survey during which a number of people were interviewed about their experience with mobile services and their willingness to accept wireless marketing. The survey results provided a basis upon which the acceptance of possible marketing strategies, designed to increase customer loyalty, could be judged. Inhaltsverzeichnis:Table of Contents: AbbreviationsIII FiguresIV 1.Introduction1 1.1Problem statement2 1.2Limitation of research topic3 1.3Research procedure4 2.M-Business: Anywhere Anytime Access 5 2.1Definition of M-Business5 2.2Mobile network technology6 2.2.1GSM6 2.2.2GPRS7 2.2.3HSCSD8 2.2.4UMTS8 2.3Service technology9 2.3.1WAP9 2.3.2Bluetooth10 2.3.3Short Messaging Service (SMS)11 2.4iMode as an alternative to WAP11 2.5Mobile payment solutions14 2.5.1Paybox14 2.5.2Mobilpay16 2.5.3Payitmobile solution17 3.Mobile Customer Relationship Management - Key Functions and Definitions18 3.1Definition of Customer Relationship Management18 3.2CRM - A customer-oriented organizational process19 3.3Benefit of CRM22 3.3.1Improvement of image23 3.3.2Improvement of efficiency24 3.3.3Acquisition of new customers24 3.3.4Customer bonding25 3.4Customer Lifetime Value - A means to measure the success of CRM26 3.5CRM in the wireless world29 3.6Fields of application31 3.7Objectives of Mobile Customer Relationship Management32 4.M-CRM as a [...]

Author: Pousttchi, Key
Publisher: IGI Global
ISBN: 1605660752
Category : Computers
Languages : en
Pages : 582

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Book Description
"This book provides a compelling collection of innovative mobile marketing thoughts and practices"--Provided by publisher.

Author: Mrs. Gloria Mpayana Atete, Anne Lyse Mukabideri, John Kiarie, Adolphus J. Toby
Publisher: AJPO Journals USA LLC
ISBN: 9914745210
Category : Business & Economics
Languages : en
Pages : 130

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Book Description
TOPICS IN THE BOOK Investment Risk Management and Financial Performance of Rwanda Social Security Board (RSSB) The Contribution of the Horizontal Business Combination on the Financial Performance of I&M Bank Influence of Point-Based Program on Financial Performance of Selected Firms in the Service Industry in Kenya Effect of Non-Monetary Programs on Financial Performance of Selected Firms in the Service Industry in Kenya Volatility Modelling of Stock Returns in the Petroleum Marketing Sector of the Nigerian Stock Exchange

Author: Chris Daffy
Publisher: Kogan Page Publishers
ISBN: 0749484314
Category : Business & Economics
Languages : en
Pages : 265

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Book Description
Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

Author: Nas?r, Süphan
Publisher: IGI Global
ISBN: 1466682329
Category : Business & Economics
Languages : en
Pages : 322

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Book Description
In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Author: Doris Berger-Grabner
Publisher: Walter de Gruyter GmbH & Co KG
ISBN: 3110543826
Category : Business & Economics
Languages : en
Pages : 456

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Book Description
In this book a comprehensive coverage of major retailing topics and contemporary issues in retailing and branding is given, including many cases and practical examples. Besides introducing the topic strategic planning in retailing and fundamentals in the fields of the marketing mix in retailing, this book builds on e-tailing and digitalization. Moreover, trends and developments in consumer behavior and consumers’ purchase decisions, especially in the fast moving consumer goods market, are explained. Furthermore, this book builds on the major topic strategic brand management and branding decisions in general and in particular within the retail landscape.

Author: Tycho Press
Publisher: Sourcebooks, Inc.
ISBN: 1623155959
Category : Business & Economics
Languages : en
Pages : 329

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Book Description
The Comprehensive Guide to Customer Service For The 21st Century Even the most successful companies need their customers happy and to keep coming back for more. Whether you re just starting your business and want to lock up great customer service procedures, or you re an established company looking to revamp your customer service to answer new market needs, Extra Mile is the resource for you. Unlike other books that are brimming with irrelevant and outdated information, Extra Mile offers: 500 essential tips, including: Real-Life Scenarios, Crisis Management, and Building Customer Loyalty Intel into the customer service secrets of business giants, such as American Express, Southwest Airlines, and Ritz-Carlton Hotels A section dedicated to providing excellent customer service online A list of 50 Things Never to Do, to help avoid conflict and negative reviews Get ahead of the pack by learning how great customer service equals customer retention. "

Author: Olayiwola Bello
Publisher: Diplomica Verlag
ISBN: 3842884737
Category : Business & Economics
Languages : en
Pages : 72

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Book Description
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.

Author: Matthew Dixon
Publisher: Penguin
ISBN: 1591845815
Category : Business & Economics
Languages : en
Pages : 258

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Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.