logo

Customer Relationship in a Software Company

   

Added on  2020-07-22

12 Pages3549 Words198 Views
Case Study proposal

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................2Overview of organisation............................................................................................................2Problem statement ......................................................................................................................2Aim:.................................................................................................................................................3Objectives:.......................................................................................................................................3Research Questions:.........................................................................................................................3Literature review.........................................................................................................................3Proposed plan of analysis............................................................................................................6Research methodology................................................................................................................6Type of investigation:.................................................................................................................6Project plan and timescale:..........................................................................................................8Gantt chart...................................................................................................................................8Foreseen Problem:.......................................................................................................................9REFERENCES..............................................................................................................................101

INTRODUCTIONCustomer relationship is the effective relationship between employees and commonpeople which purchase products from the company. It is defined as strategies, technologies andpractises which the company use to examining the interaction of them with aim of enhancingtheir relationships with consumers. Customer retention can be defined as the capacity of thecompany to continue to maintain its users for remaining for longer period. It starts when the userpurchase the product and continues this activity for its whole life. Present research focuses onanalysing the methods which helps the company to retain the customer for longer time andmaintain effective relations with them.Overview of organisationPrimark is clothing company in Dublin which has employed 68,000 people. It hasfocused on maintaining customer relationship which helps in increasing their performance. Inretail sector, it is very necessary to maintain the effective relations with the user so that they canprefer Primark brands and purchase in large number. The key component for winning thesatisfaction level of customers is by providing the best facilities at low prices. This factor willincrease the factor will help the company to increase the loyalty of customers towards theirproducts. Further, the organisation is adopting various strategies like customer relationmanagement to take their competitive advantage. Customers are mainly concerned with thequality, service and price of products. They shift their interest towards the company whichprovides them the best products at lower rate. So, Primark is using various strategies which arecustomer centric. It is making marketing function which are customer based rather than productbased. Problem statement Organisations which fails in managing the customer relationships and suffers seriouscompetitive disadvantage. They lose trust of their consumers which directly affect their sales.The organisation which fails to maintain their relationships with customers are unable to providegood customer service and effective and innovative products on time. The main goal ofconducting this research is to search the factors which affects company performance and theirrelationship with user to improve customer retention.2

Aim:To determine the effect of customer relationship management on customer retention in Primark.Objectives:To analyse the factors that affect customer relation management of Primark.To evaluate the importance of customer retention and its impact on company'sperformance.To identify link between customer relationship management and customer retention inPrimark.To recommend different ways in which Primark can retain its customer for longer periodwith the help of effective CRM strategies.Research Questions:Which are the factors which affect customer relation management?What is the impact of customer retention on company's performance?What is relationship between customer relationship management and customer retentionin Primark?How Primark can retain its customers for longer period?Literature reviewTo analyse the factors that affect customer relation management of Primark.According to Khodakarami and Chan, (2014), there are various factors which hasaffected customer relation management of the company. The marketing strategies affectcustomer relationship very much as they are influenced more from the attractive ways of salesmanager of the company. Their effective methods like offering more discounts, vouchers,coupons, lottery tickets will attract them towards company products. This will help the firm toraise the confidence and trust of the customers. Another factor that affect customer relation isbehaviour of the employees and their strategies to influence the customers very well. Further,quality of products also affect customers perception in purchasing the goods of the company.They are very much concern to get best quality of product after investing on it because they wishthat the product will perform better in all criteria. As per the view of Shapiro, Dupree and Keys, Ifbyphone (2014), service delivery timeand price of the product plays an important role in maintaining the relationship with them. Thepeople always want they get their products as soon as possible. The organisation develops3

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Customer Relationship Management in Primark
|37
|13302
|125

Managing customer relationship to increase customer retention
|9
|812
|72

Impact of Social Media Marketing Strategies for Customer Retention in Gym Industry
|5
|888
|314

Customer Relationship Management Marketing And Retention - TESCO
|16
|6146
|409

Managing Customer Relationship for Customer Retention in Cadbury
|12
|3340
|97

Benefits of Customer Relationship Marketing
|23
|5353
|17