Customer relationship and management

Added on - 18 Dec 2019

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Retail Issues andApplication
Table of ContentsINTRODUCTION...........................................................................................................................1MAIN BODY...................................................................................................................................1CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12
Illustration IndexIllustration 1: IDIC Model...............................................................................................................4Illustration 2: QCI model.................................................................................................................5Illustration 3: CRM value chain model............................................................................................6Illustration 4: Customers' loyalty.....................................................................................................8
INTRODUCTIONRetailing term refer to the processing of selling products and services. For this processvarious distribution mediums are required. The major objective of this process is meet demandsof clients and attract them. With the help of this activity organisation is able to present theirgoods into market. Customer relationship and management is considered as an essential elementfor the company. It directly affects the growth and profitability of business organisation.Therefore, firms focus in order to maintain relationship (Agrawal and Smith, eds., 2015).There are various that affects, such as quality of services provided to users, satisfactionand so on. In order to maintain this core element a dedicated management unit is establishedknown as customer relationship management. This report is base on retailing application andservices with this respects to customer relationship. It is presented in context with Markers andSpencer. It is one of the leading multinational brand of UK (Bae and et. al., 2014). They areproviding services in various sectors. Such as luxury clothing and food are much popular amongaudiences. They are also considering it as an essential factor in order to increase growth andprofitability of company. In this report issues are discussed that are affecting. Different theoriesand models are also considered in order to maintain this relationship.MAIN BODYThere are various issues that are affecting relationship between client and organisation.Such as user experience, predictive analytics, marketing, technology, social business and toolsthat are being considered for this process. There are various research that are supporting thesefactors. Markers and Spencer, Tesco and various companies are facing issues related to customerrelationship. Such as user experience,In this produces products and services to make life of usereasy and comfortable. For this they always try to develop high quality products (Benrqya, 2015).With the help of this, they are able to attract clients and increase profitability. However,sometime services are not provided up to the mark. Bad quality products diminish the image ofcompany. Through which clients do not prefer their products and move towards other serviceprovider. During this process customer relationship management and loyalty of organisation getinfluenced. Along with this it creates huge impact on the clients – organisational relationship.Therefore, users experience is considered as an essential factor (Bhattacharya, 2015).Predictive analytics is considered as another issue. Inthis approach to identify desire and market1
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