Question

For this assignment you are required to identify a local small business and interview the owner. Once you receive the answers to the following questions write a paper, with a minimum of two typewritten double spaced pages, discussing them and analyzing the implications of the business owner's responses to customer relations management. 1. Does your company align its activities to satisfy and retain customers? If the response is yes, ask what specifically does the firm do? If the answer is no, why not? 2. Do you collect, analyze, or use customer data to improve quality, satisfaction, and retention? If the response is yes, ask what specifically does the firm do? If the answer is no, why not? 3. Do you spread that information throughout your organization? If the response is yes, ask what specifically does the firm do? If the answer is no, why not? 4. What specific factors facilitate or inhibit your ability to be customer oriented? Please be specific.

Answer 1

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Does your company align its activities to satisfy and retain customers? If the response is yes, ask what specifically does the firm do? If the answer is no, why not?

The business owner has confirmed that his organization has many innovative and cost-effective programs that boost its image through strong customer relationships. The owner for example quoted how they shipped the ordered products to customers in due time to enhance customer service and certain pleasant gifts of gratitude.The company owner explained again that his business always suits the tastes and desires of the consumers and provides exclusive, competitively differentiated goods that increase consumer loyalty. Another main activity listed by the business owner was email strategy, which was an essential factor in establishing close ties between the company and its customers.

For instance, the company staff sends emails to customers to update them on the latest products on the market and also to address the customers ' questions on the products. The business will offer consumers insights into how the goods are made and make them more appealing by emailing strategies. All these tactics are important to a business as they help clients feel respected by the business, which increases their retention and creates more references, thus strengthening the company and building a lasting competitive edge.

Do you collect, analyze, or use customer data to improve quality, satisfaction, and retention? If the response is yes, ask what specifically does the firm do? If the answer is no, why not?

The owner of the company said that a software for Customer Relationship Management ( CRM) had been installed which makes customer reviews easy for businesses. CRM allows the company to recognise the buying background of its customers by addressing the customers, so that they can evaluate the different deals tailored to customers. Again, the tool will help the company see clients who have shown an interest in other goods and others that are best in the industry.The program personalizes the company to track the clients and also makes customer appointments. The CRM has been very helpful to the company, helping it to collect all customer information and maintain good ties with it and to make profits.

Do you spread that information throughout your organization? If the response is yes, ask what specifically does the firm do? If the answer is no, why not?

The respondent said that the organization has a clear contact system and that all workers know the organizational priorities of developing a good relationship with customers. External meetings are held regularly within the organization in all divisions and the CEO advises the managers of each department of the business facts.

The workers also subscribe their e-mails to the website of the company and get all the information about customer expectations. According to Harper (2015), effective communication within the company ensures that staff, administrators, and clients are closely connected to each stakeholder, which generates clear expectations.

What specific factors facilitate or inhibit your ability to be customer oriented? Please be specific.

The owner of the business claimed that his company is at the forefront of ensuring good service quality for customers. The owner has ensured that his staff are mostly well treated and respected by the company in order to encourage strong customer experience, which makes them eager to provide services to customers. He said his team were well trained in dealing with clients. Customer support agents in the business are qualified to establish a personal relationship with customers and, if necessary, are available to consumers.

The owner also believes that its organization has a clear contact channel via social media with its customers. When they share their experiences with the company , customers are always pleased. Meijerink, Bondarouk & Lepak (2016 ) notes that value of employees is critical in an company as they feel that they are a part of the business and motivated to work and to be available to customers when appropriate. Furthermore, good preparation gives workers the requisite skills and thus increases the customer experience in performing their functions.

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