...Management (Chapter 9) 8 CHAPTER 4: CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES FOR BUSINESS MARKETS 14 COMMENTS AND SUGGESTIONS 15 REFERENCES 17 Company overview EBay is the largest online marketplace in the world. EBay was founded by San Jose, California launched in 1995, by Pierre Omidya. It encourage members to establish business through eBay and members can buy products through online also. EBay has an online payment called PayPal, based on the study number of current active user in eBay are 152million，which are fee based user. Each day nearly 1/3 internet users in United States visit eBay，purchase and sell products in eBay marketplace. Because from EBay website offering multi products there. EBay user can save a lot of time to shopping, and sellers can easily promote their products through eBay. Proclaims “trust” between buyers and sellers as the key to the success of the marketplace Company mission, vision and goal The mission of Pierre Omidyar establish EBay with a simple idea which is "People are basically good". At eBay, our mission is to provide a global online marketplace where practically anyone can trade practically anything, enabling economic opportunity around the world. The objective of eBay is have fun, open trusting environment to develop the work ethics and culture ,to keep the organization focused on the objective and key priories. And the vision is to provide an online marketplace to buyer and sellers. The goal of eBay aim to increase the gross...
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...Organizations need suppliers in order to operate efficiently and efficiently. Organizations cannot be successful without the support of the suppliers whether short- term or long- term. Businesses are building collaborative relationships with their suppliers to ensure that efficiencies, flexibility and competitive advantage are achieved. [Corsten and Kumar, 2005] Collaborative relationships tend to adopt long- term approaches with combined efforts form both buyers and suppliers in order to create unique value that either buyers or suppliers can create independently. Most organizations seek long- term relationships with their respected suppliers in order to secure valued resources and technologies, link supplier skills and strengths and to gain from quality. [Kalwani and Narayandas, 1995] Businesses struggle to achieve the desired level of collaboration and the expected benefit of buyer- supplier relationships, this is due to the critical details often being overlooked, such as selecting the right suppliers, matching inter- organizational needs and capabilities and clearly defining standards and goals. [Daugherty et al, 2006] Questions arise about whether buyers and suppliers benefit from collaborations. A study of collaborative relationships found that even though both the buyers and suppliers benefited from the collaboration but there was a feeling of inequality in the collaboration on the suppliers’ part. It is crucial for this issue to be addressed in order to achieve future success....
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...number of C2C platforms have emerged, such as eBay (China), TaoBao and PaiPai. TaoBao, established in 2003, has quickly assumed a dominant position in this market, underlined by the December 2006 decision by eBay to quit the C2C market in China altogether,4, 8 merging its China operations with those of telecoms provider TOM Online. In China, C2C platforms encourage buyers to contact sellers so as to build up the necessary trust and confidence to engage in online transactions, as well as negotiate product, financial and logistical details. In this article, we focus on the way C2C platforms compete and in particular how buyers are stimulated to be both aware and trustful of sellers through buyer-seller communication channels. CONSU M ER-TO-C O NS UME R ( O R C 2C ) Following this introduction, we present brief case descriptions of TaoBao and eBay (China). These descriptions are supplemented with information gleaned from interviews with active buyers and sellers from these two platforms. The significance of the competitive issues is then the focus of discussion, where we also draw in the literature on awareness and trust. Finally, we suggest how the C2C market is likely to develop in China. TaoBao TaoBao (www.taobao.com) founded in 2003, is a wholly owned subsidiary of Alibaba, China’s leading e-commerce company. As a C2C trading platform, TaoBao has the highest number of product listings, the highest volume of transactions (RMB43.3 billion in 2007, with a C2C market share of 83.9%...
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..... Durhan Wood 3268672 .......................................................... N.B. If you do not agree to the above declaration, please do not sign the declaration form instead submit a written statement expressing your disagreement to the academic coordinator who in turn will make arrangements to investigate your claim. Should the reviewers of your work find out that your declaration is fraudulent and that you plagiarised your work or part of your submission, please note that the University policy (ies) applicable to acts of plagiarism and dishonest will apply. A study analysing the effect that collaboration, information sharing, joint relationship effort, dedicated investments, commitment and trust, satisfaction and performance have on Supply Chain Relationships in the retail food sector in the Western Cape Introduction The purpose of this study is to reflect the impact that various...
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...building collaborative relationship with customers and suppliers Such collaborative relationships rely on relational forms of exchange characterized by high levels of trust (. The high levels of trust characteristic relational exchange enable parties to focus on the long-term benefits of the relationship (Ganesan ), ultimately enhancing competitiveness and reducing transaction costs . Although some buying firms have reduced their supplier base to facilitate collaboration or increase quality (Emsh-willer 1), many buyers still maintain multiple sources of supply.morevover a firm that trusts its supplier is more committed to and intends to stay in the relationship (Anderson )Persons and organizations also can develop trust in a Supplier firm's salesperson.The sales force often Plays a key role in interfacingwith customers and implementing marketing strategy.At a basic level, Salespeople persuade customers to purchase their firm’sproducts.However,as firms actively seek more collaborative relationships with customers,sales people perform and important function in facilitating and developing customer trust (Swan) The fact that buyers and sellers have relationships is nothing new. Relationships between buyers and sellers have existed since humans began trading goods and services. These relationships developed in a natural way over time as the buyers and sellers developed trust and friendships supported by quality products and services. Today these relationships have become “strategic”...
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...CHAPTER ONE 1. Introduction to the study The purpose of study is to evaluate the effects of strategic buyer-supplier alliances and partnerships in the South African clothing stores, sector and industry. Strategic Alliances, Partnerships and Joint Ventures involve the establishment of informal and formal relationships with other individuals or businesses to share resources, ideas or capital (Hugo, Badenhorst-Weiss & Biljon 2007). The research indicates that during the past decade, companies in all types of industries and all parts of the world have elected to form strategic alliances and partnerships to complement their own strategic initiatives and strengthen their competitiveness in domestic and international markets (Thompson Jr, Gamble & Strickland, 2006), the statement confirms that some of the companies realize the importance of strategic alliances and partnerships. The current situation in South Africa indicates that the government is imposing Quotas on Chinese imports with intent to influence the South Africa retailers to buy from local suppliers (Sandrey & Fundra, 2008). The quotas have encouraged the major retailers in South Africa to procure more from local suppliers than ever before given the growth in their collective businesses over the last four years. Preliminary investigation between the retailers and clothing manufacturers confirm the retailers’ expectations that local companies will be unable to make up the expected shortfall the quotas will inflict...
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...cultural values. There are two basic types of relationships that must be established for successful business negotiations: a "rank" relationship and a personal relationship. In Japan, on all occasions, people first try to ascertain their position, or "rank," in relation to others present, and then they behave according to their position (Oikawa and Tanner, 1992). This is very important because a lot of uncertainty creeps up when this cannot be easily recognized and it can be very uncomfortable for the Japanese. This finds its way into the buyer -seller relationship where the seller being in the lower position, uses honorific language, and the buyer, being in the higher position, may speak in less polite terms. Face-to-face contact is an essential tool in gaining the trust of Japanese buyers. When this contact has not been established, buyers may be skeptical that sellers may be exaggerating in their claims about their products. This leads to a situation known as Indulgent dependency (AMAE). Where the lower-ranking person depends on the higher-ranking person, the higher-ranking person can expect the lower-ranking person to remain loyal. Because of the existence of indulgent dependency, lower-status sellers can trust buyers to not take advantage of them, and the Japanese hierarchical relationship is appreciated by both sides. Bibliography Oikawa, N. &. (1992). The Influence of Japanese Culture on Business Relationships and Negotiations. The Journal...
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...submitted in fulfillment of the requirements for the degree of Doctor of Philosophy School of Advertising, Marketing and Public Relations Faculty of Business QUEENSLAND UNIVERSITY OF TECHNOLOGY Brisbane, Queensland 4000, Australia 2006 Title: Antecedents of Commitment to an Import Supplier Saleh @ 2006 Key Words: 1. Antecedents of commitment 2. Importer’ s commitment 3. Importer supplier relationship 4. Mediating role of trust 5. Cultural similarity 6. Communication 7. Knowledge and experience 8. Supplier’ s opportunism 9. Environmental volatility 10. Transaction-specific investment 11. Supplier’s competencies ii Abstract The concept of commitment has emerged recently in international business literature especially in explaining importer behaviour as a counterpart of the process of internationalisation. Importer commitment often plays a dominant role as one of the major factors influencing relationships in the exporter-importer dyad and facilitates the process of internationalisation by imparting access to the international market. This critical importer and supplier relationship and its animating factors are, however, overlooked and largely neglected in the literature. Accordingly, it is inconclusive as to which factors influence importer commitment and how they influence it. Drawing on the literature, this study strived to investigate the spectrum of importer commitment and has explicitly examined eight factors influencing importer commitment to a foreign supplier...
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...The major industries making up the business market are agriculture, forestry, and fisheries; mining, manufacturing; construction; transportation; communication; public utilities; banking, finance, and insurance; distribution; and services. Consumer Markets is dominated by products and services designed for the general consumer. Industries in the consumer markets often have to deal with shifting brand loyalties and uncertainty about the future popularity of products and services. Differences of Business Market from Consumer Marker Market structure and demand * Business market contain Fewer but larger buyers * Business buyer demand is derived from final consumer demand * Inelastic demand is not affected as much in the short run by price changes * Demand in business markets fluctuates more and more quickly * Geographically concentrated buyers Nature of the buying unit * Buying business involves a more professional purchasing effort * Involves multiple buying influences Types of decisions and the decision-making process...
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...CUSTOMER RELATIONSHIP MANAGEMENT Literature review: What is Customer Relationship Management (CRM)? Before we begin to examine other framework of the customer relationship management, we must first understand what we mean by customer relationship management. The modern day customer relationship management came into picture in 1960’s. The 4 Ps of the marketing i.e the product, price, promotion and place were found not so valuable in conducting the business when compared to the ongoing customer relationship management techniques. With the realization of this importance about the relationship marketing, in about two years after that, that is in 1980’s the relationship marketing was used extensively by the businesses, organizations and other service providers to maintain an ongoing, healthy relationship delivering high quality goods and services and achieving high satisfaction with their customers which in turn made their customer retention more easy for these businesses. In the mid of the 1990’s these customer relationship marketing was on full swing so a more automated system was developed to support the sales and the customer service techniques. This automated system made it easy for the customers to buy the product online in one click and get the detailed knowledge about the features of the products in the way they would have got if they would have gone manually at the shop to buy that product. This system was particularly developed for the customers, so as to allow...
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...reason that marketing has been around for so long, is that for some odd reason, the more we keep something in the forefront of our mind, the more we inquire, the more we "Google" it, and the more we buy it - it is why we think that we're wearing Levi’s instead of jeans. Marketing is what people do to get us interested in the “brand“ of their product. Marketing is what causes us to dream and imagine and wish. When someone markets a product or service to us, they are helping us to get more familiar with it. They are asking us to be really comfortable with hearing the brand, saying the brand, asking about the brand and eventually, leading us to a place where we find a NEED for just that brand. Marketing is the first step to a long-term relationship with any product, and the more product a person has to sell - the longer we may...
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...sealed bidding where by the bid is opened publicly at the time and place of solicitation and the competitive negotiation by RFP of which they are not opened publicly. E-Procurement.gov. helps the government and the citizens realize the vision of growth via profitable B2B e-commerce. The proven platform used by the largest companies in India and the world, it enables trade between companies of different sizes, platforms and locations.To this end,eProcurement.gov.in will provide services like eProcurement, eTendering, eSelling and eAuctions. E-procurement Auction Services offers government departments easy-to-use, web-based solutions for conducting dynamic exchanges in an on-line environment. It provides real-time bidding solutions for buyers and sellers as control, and simplicity to corporate procurement and liquidation processes. The state of Kentucky uses two methods to manage their contracts. These processes are: the competitive sealed bidding where by the bid is opened publicly at the time and place of solicitation and the competitive negotiation by RFP of which they are not opened publicly. A general standard solicitation processes would include; requisitioning, public solicitation, receipt of responses, evaluation and contract award. | | E...
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...services that they expect will satisfy their requirements (Kuester, 2012). In addition, the behaviors of every consumer are different from consumers’ buying choices which are influenced by purchasing habits and choices that are turn tampered by psychological and social drivers that affect consumer purchasing decision. (Brassington, F. and Pettitt, S., 2000) The researcher highlighted that consumers behavior in decision making can hardly be defined as it is unpredictable. What can be done by the researchers is predicting the future trends by bringing and considering profitable products and services into the market. (Adil Bashir, 2013) According to Donal Rogan (2007), he stated that “strategy is about increasing the probability and frequency of buyer behavior. Requirements for succeeding in doing this are to know the customer and understand the consumer’s needs and wants.”...
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...Facing Exchange Relationship with Customers Willard Williamson, Sr Managerial Marketing – BUS 620 Dr. Larry Flegle February 7, 2011 Abstract: In this paper I will be discussing the issues that force companies that market products that may not sell easily. Will discuss the impact exchange relationship will have on a customer who doesn’t want to be a customer. Will also discuss how companies effectively approach this relationship. Marketing is a social process involving the activities necessary to enable individuals and organizations to obtain what they need and want through exchange with others and to develop ongoing exchange relationships (Mullins & Walker, 2010). A company that is attempting to sell a product that is not an easy sell must research through surveys and other means to learn how their customers feel about the product, if the customer has any real interest to buy or have the product in their home or to use it. The company must have a good understanding of their customers by listening to their customers while they gather information, analyze, and understand the customer’s problems and tailor their offerings to the customer’s needs (Abed & Haghighi, 2009). A well established customer oriented relationship can help sales people satisfy buyers needs on a long term venture. The sellers must spend considerable time and be dedicated to understanding and then satisfying the customer through buyer – seller relationships. The success for most companies...
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...The Important of Customer Satisfaction and Loyalty in Business. 1.0 Introduction Customer satisfaction and loyalty is two important keys to be success in the business. It must be implement in all business areas such as servicing, hospitalisation, health care and others. In business environment, quality improvement have become part of everybody life and not a task or duty anymore. (Mehra & Ranganathan, 2008). It is not enough if only focus to satisfy the customer and it won’t be good to business until get the repurchase power from customer.(Kandampully & Suhartanto, 2000) Lot of research on customer satisfaction and loyalty has been done, especially on retention and economic performance.(Kristensen & Martensen, 1996; Rucci, 1998; Duboff & Heaton, 1999; Edvardsson, 2000; Bernhardt, 2000; Eskilden & Kristensen, 2013). More than that, this two keys also play role in business for revenue improvement, profitability and cash flows.(Heskett, 1994; Reichheld & Teal; 1996, Itner & Larcker; 1998; William & Nauman, 2011). This to make sure company has more than enough fund, can expend and become stronger. We will see how important this two keys in order to make business running smooth and at the same time can achieve company target. At the end, customer will get what they expected and business will get positive impact and avoid something bad from appear. 2.0 Customer Satisfaction and Customer Loyalty 2.1 Customer...
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