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Relationship Marketing Essay of EMT

   

Added on  2020-07-22

13 Pages4002 Words41 Views
Relationship Marketing

Table of ContentsINTRODUCTION ..........................................................................................................................3TASK 1............................................................................................................................................3Customer life cycle and different models to evaluate the CRM programmes mange throughthis life cycle...............................................................................................................................3TASK 2............................................................................................................................................8Recommendation for marketing automation activities should consider the entire customer lifecycle. Besides, explains challenges of implantation may consider areas such infrastructure,skills etc.......................................................................................................................................8CONCLUSION .............................................................................................................................10REFERENCES..............................................................................................................................11

INTRODUCTION Relationship marketing is the potential and effective growth model interns of getting thebest effective process of company. Relationship marketing is the direct response to thepassengers and getting their needs and wants. Besides, it is cased on customer relationmanagement which helps company to make them happy and satisfied. Present report based onRelationship management. It will discuss about the different important aspects of company lifecycle and what action should have taken by the company for their passengers. It will also lookupon the process of managing customer relationship process. What factors helps to describe theeffective process of working. It will also discuss about the challenges of implementation theseproposals. For present report will be based on case of East Midlands trains (EMT). It is theBritish train operating company which operating more than 80 stations. It provides run bus,coach, tram services across the country. They provide huge transport services to the customers. TASK 1Customer life cycle and different models to evaluate the CRM programmes mange through thislife cycle.Passengers are the major key sources for success it gives heavy impact on the businessbehaviour, company needs to adopt productive plans for products in order to attract the customerattraction and effective profit revenue for the company (Armstrong, Kotler, Harker and Brennan,2015). Customer is a rationale they prefer those products and services which is more impactfulfor them(Cashmore, 2018). They always identify the product and services on the basis of price,durability and reliability. Moreover, the focus of the organisation is to get the customersatisfaction and customer faith towards the company product and services. Customer life-cycle isa term used to describe the progression of steps a customer goes through when consideringpurchasing, using, and maintain the product and services. It is the essential for the organisation tokeep the profit revenue in the market. In order to meet the customer life cycle customersatisfaction. There are different stages of customer life cycle which includes several elements toaccomplish the customer satisfaction approach (Bilgihan and Bujisic, 2015). It depends the profitlevel of the organisation. Moreover, another main objective of the for is to understand the needsand wants of the passengers in order to accomplish the business objective level. Customer Life cycle

Awareness: it is the first process of customer life cycle which begins from theknowledge of passengers. In this process customer enhance the brand awareness and knowledge.Customer analyse and watching T.V advertisements in order to check the new product andservices in the market it also looks upon the attractive things which is new in the market scenario(Bruhn, 2015). Moreover, it is very essential for the organisation to make the clear changes in theorganisations. It is very necessary for companies to make aware passengers about their newservices or products. Through which passengers get to know about the brands new product andservices. Whichever, is make good image ion the customer minds. They will attract towards thisproduct and services. In present scenario buyers believes on the good experiences from otherpassengers. It gives positive impact on the behaviour of customer to select best product fromanother. Engagement: it is the another process of customer life cycle Engagement, beforepurchasing product and services main essential part is to get involve into the productcharacteristics, features, quality, prices etc (Cashmore, 2018). for example before selection oftransportation facilities. Buyers always prefer to measure the prices and services offering by thecompany (Bruhn, 2015). For that East Midlands trains needs to grab customer attraction andoffers some attractive packages and services for their clients. It gives positive impact on thebehaviour of passengers and their choice of selection. In this process passengers are very seriousabout their selection process on the basis of different factors. It is the most promising process ofworking in customer life-cycle. Engagement process can be done through searching services ofproducts through various channels of information such as TV, Social media, Newspaper,magazines (Cohen, 2014). East Midlands trains needs take advantages of online technologies tograb the customer attraction process. Overall, it gives new effective sources for making goodpresence ion the market. For maintaining customer engagement EMT offering high services oftrain at good prices of tickets (Cashmore, 2018). Evaluation: every buyer make differences between different product and servicesprocess. It gives new prominent selection process to the customer. In this process of life cyclebuyer focus on the product which gives them higher satisfaction level. It gives new effectiveprocess of working which is take its decision effective and good (Gummerus von Koskull andKowalkowski, 2017). East Midlands trains needs to make their product planning according tothe customer needs and wants. This would help the company to grab customer attraction.

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