...1.0 :Introduction 1.1 Background of study This research on system use by the Lazada Company which connected good to activities and also customer use. This report was requested by Miss Rahiza Ranom, lecturer of Management Information Technology. It was asked for on 22 May 2015. 1.2 Objective Objective of the report are to depict to overall of e-commerce through the following grounds: 1.1.1 to study the current system used by the Lazada Company 1.1.2 to study critical evaluation on the contribution of information system in Lazada Company 1.1.3 to identify the weakness of the Lazada Company 1.3 Scope This report inpected on e-commerce of Lazada Company can be beneficial to the society especially in Malaysia. 2.0 : Literature Review 2.1 History of Lazada Company Lazada Company in Malaysia is part of Lazada Group which operates business in Southeast Asia’s well-known as an online shopping and selling destination in Vietnam, Singapore, Philippines, Indonesia, Malaysia and Thailand (Lazada.com.my, 2015). Lazada Company is pioneering e-commerce in the region, Lazada Company had provides customers with a graceful shopping experience to access to the largest customers base in Southeast Asia (Lazada.com.my, 2015). This is their website http://www.lazada.com.my/marketplace/ 2.2 Definition of e-commerce E-commerce is an Electronic Commerce. According to the (Molla and S.Linker, 2015) the definition of the e-commerce is conceptualizations covering a plethora of issues...
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...widespread use of the internet. In order for companies to effectively compete, it is essential that they have e-commerce as part of their selling and buying strategy. Companies should also integrate e-commerce with their Customer Relationship Management. There are several e-commerce software systems on the market place. It is imperative in selecting software for a company that the appropriate decision is made for the type of software required to meet the company’s objectives and goals. Sara Lee Corporation has been in existence since 1956, but does not currently use e-commerce as part of its business strategy. In order to make a recommendation to Sara Lee Corporation, a review of the companies selling and buying methods will be done as well as how it compares to other companies who are utilizing e-commerce. Three Online Customer Management Software tools will be evaluated to determine which to recommend to Sara Lee Corporation. The expectation is that Sara Lee will incorporate CRM with e-commerce to better serve their customer base and improve on their bottom line. Sara Lee is a business-to-business company which means they are mostly involved in wholesale. Because of the nature of their business model Sara Lee often have long term relationship with its customers. Combining e-commerce with an effective CRM, Sara Lee Corporation will be able to increase revenue without necessarily increasing its overhead and cost of operation. Having a dynamic e-commerce site will also enable...
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...Sage Hardware would like to expand its current customer base by targeting a specific niche of customers. Sage Hardware will like to target the DIY home maintenance market. These are individuals who are doing a DIY project for the first time. After careful consideration it was proposed that an online store can open another distribution channel by catering to the Home Maintenance Industry especially to the DIY customers not just locally but internationally. Current trends show that the DIY customer is no longer just the male but more and more females are trying their hands at home improvement projects. Another trend points to, that more customers are looking at products made in the USA. Sage Hardware wants to focus mainly on a strategy that can control the cost of expanding at the current location, and at the same time provides a new source of income. The online presence will create awareness of the retail store amongst the local Home Maintenance industry which will eventually increase foot traffic to the retail store as well. The online store will also allow Sage Hardware expand its global presence by allowing international customers to purchase American made products The Benefits of having an online store as a growth strategy for the current retail store are numerous. Some of the few of the benefits associated with an E-commerce site are shown below * The online store will allow Sage Hardware to target various customers not just locally but also internationally which...
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...Customer relationship marketing is a new concept to the present business world and has been proven one of the best approaches in customer retention. However, this concept has taken the top place among the business professionals who really wish to establish their product in the market. The present study intended to excavate into this concept and see how really it works specially the impact of customer relationship and finally evaluate the profitable customer relationship. It is expected that a proper explanation of these aims will help build a better understanding in the end. The research objectives defined for this thesis are: 1. To measure and examine significantly the features of relationship marketing installed at Tesco. 2. To investigate the impact of customer relationship marketing on customer retention at Tesco. 3. To explore the concept in marketing especially in retention and acquisition of customers. 4. To investigate the major elements of the relationship marketing which eventually affect the process of customer acquisition and retention. 1.2 Research Questions Research questions are very crucial for conducting a study on a particular field. The research questions which have been selected for this thesis are: 1. What exactly customer relationship marketing really do in the acquisition and retention of customers Tesco? 2. What are the influential aspects of relationship marketing that have an effect on the retention and acquisition of the customers...
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...and Alliance markets. 7 3.4 Recruitment Markets 8 Chapter Four 8 4. Customer relationship. 8 4.1 Loyalty/retention 9 4.2 CRM (Customer relationship management) 12 4.3 The 30 R’s of relationship marketing. (Green-relationship and E-relationship) 13 4.31 Green-relationship (CSR) 13 4.32 E-relationship 15 Chapter Five 15 5. External relationship 15 5.1 Stakeholders 17 5.11 Customers. 17 5.12 Community. 17 Chapter Six 18 6. Internal relationship (Employees). 18 Chapter Seven 20 7.Supply chain （supply chain management） 20 Chapter Eight 21 8. Conclusion and recommendation. 21 Reference GUMMESSON, Evert (2002). Total Relationship Marketing. 2nd ed. Butterworth-Heinemann TESCOPLC. com (2011). Our history. [online]. Last accessed 2011 December 23 at: http://www.tescoplc.com/about-tesco/our-history/ VELOUTSOU, Cleopatra. et al. (2002). Relationship marketing: what if? European Journal of Marketing, 36(4), 433-449. PAYNE, Christopher, and BALLANTYNE (1991). Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Oxford, Butterworth Heinemann. THIS IS STAFFORDSHIRE.COM (2010). Government rejects Tesco plans to expand store. [online]. Last accessed 1 January 2012 at: http://www.thisisstaffordshire.co.uk/Tesco-facelift-plan-scrap-heap/story-12477119-detail/story.html PHILLIPS, Simon (2011). Why retailer Tesco bought a social media company. [online]. Last accessed 1 January 2012 at: http://www.freshnetworks.com/blog...
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...review Club IT’s mission and define a strategy for a competitive advantage using operational effectiveness and customer relations through information technology. The first step is to evaluate Club IT’s mission and clientele. Lisa and Ruben have a mission to provide a fun and high energy club with a wide variety of music as a place for the community to meet. The club shows some success but needs to create an operational strategy to better service its clientele and to increase profits. Club IT has Internet presents providing information about what the club has to offer. Lisa and Ruben agree that they need help with information systems to help the business operate smoother and could provide the customers with a more personalized experience. Club IT has intranet services for the employees and management. The website offers customer information about the venue, retail, and dining. By adding an IT department this will help the company better manage information processing and save time. The second step is to evaluate, which strategy will work best to create a competitive advantage for Club IT. A suggestion is to use an operational strategy to establish a plan for operations and communicating Club IT’s objectives, and goals. Information technology will play an important role in this strategy by organizing data, and information to help management set goals to achieve financial success, and to better...
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...and analyze data. So, the purpose of an information system is to turn raw data into useful information that can be used for decision making in an organization. Sources: Study.com A hierarchy chart beside shows that there are many different types of information system can be divided into categories based on the where they are used in the hierarchy of an organization. For example, Transaction Processing System for worker used, Management Information Systems for Middle Managers used, Decisions Support Systems for senior managers used and Executive Information System for executive used. There are some general types of information systems. For example, a database management system (DBMS) is a combination of software and data that makes it possible to organize and analyze data. DBMS software is typically not designed to work with a specific organization or a specific type of analysis. Rather, it is a general-purpose information system. Another example is an electronic spreadsheet. This is a tool for basic data analysis based on formulas that define relationships among the data. For example, we can use a spreadsheet to calculate averages for a set of values or to plot the trend of a value over time. In contrast, there are a number of specialized information systems that have been specifically...
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...the customer service model used by retail department store, Nordstrom’s, and determine if their approach to customer service is a proven way to mitigate potential conflict. I will answer three case questions presented within the study, analyze the information presented, and draw an independent conclusion based on my review of the case material. Nordstrom’s is an upscale retail department store headquartered in Seattle, Washington (Nelson & Quick, 2013). They operate about 200 stores in roughly 3/5ths of the sates in America (Fowler & Dodes, 2010). The company’s philosophy has remained unchanged for more than 100 years: “offer the customer the best possible service, selection, quality, and value (Anonymous, 2011).” Case Question 1 The first case question asks, “Is Nordstrom’s approach to customer service and customer relationships management an appropriate way to defuse or prevent potential conflict situations (Nelson & Quick, 2013)?” Nordstrom’s has begun utilizing multiple techniques and strategies intended to mitigate conflict and provide exceptional customer service. The first notable tactic used by Nordstrom’s is their customized shopping experience. Based on personal experience and observation, I assess among the chief causes of conflict within a retail setting is, confusing floor plans. Most customers do not want to walk the entire store to find the item(s) they are looking for. Nordstrom’s has circumvented that issue by creating individual customer profiles...
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...come in the form of allowing policyholders the option to make payments on their policy/policies online. In either forms of how Pacific Guardian Life Insurance can engage in e-commerce mentioned above, it can definitely improve business for the company. Company souvenirs like T-shirts, and other logo items, are great for advertising, whether they are received as gifts or purchased. By having this selection available, it could possibly increase the company’s awareness with the general public. Accepting online payments for the company will give customers more options and will meet current market demands of allowing exchange of business to be more convenient and in control of the consumer. A1. Customer Payments Now that online businesses are at an all-time high, there are several options available to businesses to help aid in the transition to accept online payments. There are numerous companies offering merchant services; now in a sense even bundle up products and services needed to begin accepting online payments. I believe for this business, services provided by Verisign would be the best option to proceed with. Verisign is a trusted name in the online community and for consumers, which is the first step before participating in e-commerce. Due to possibilities of fraud, hackers, and online scams, a company must provide sense of security on their website in order for customers to proceed with...
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...4 March, 2013 Renado Prince Student ID: 00239705 MBA, Management & Strategy/E-Business rprinc2@my.wdu.edu QRT2 Mentor: Tony Risner Marketing Plan Renado Prince QRT2 Task 1 Western Governors University A1. Viability of Product or Service XXX Trucking has existed since 1973. It’s most productive year was 1998. This was largely due to its strong reputation as a reliable hauler plus its being a minority business. XXX is a minority owned business which has in the past enabled it to win a bid for a multi-million dollar project which boosted its return on investment far above expected. Since that time (1998), XXX Trucking’s business has declined annually, while its competitors have maintained some level of success. XXX Trucking has very little online presence, while a few of its competitors share more online exposure. XXX Trucking advertises by word of mouth and the Yellow Pages. XXX Trucking has not has not invested any funds towards promoting the company in 15 years. Placing XXX Trucking on the internet is the next logical step in the advancement of the business. Online in the form of a company webpage is the cheapest and most accessible form of promotion for the company. The ability to be found on the World Wide Web by potential customers such as construction businesses, land developers and excavators can only bolster XXX Trucking’s ROI. The service offered by XXX Trucking is localized trucking...
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...rise of new online and social techniques. In particular, the abundance of information readily available online has led to the rise of the “self-directed buyer” and the emergence of new techniques to develop and qualify potential leads before passing them to sales. The buying process has changed, and marketers need to find new ways to reach buyers and get heard through the noise. Instead of finding customers with mass advertising and email blasts, marketers must now focus on being found and learn to build continuous relationships with buyers. Lead generation is the process of making contacts which may lead to a sale or other favourable outcome. The leads may come from various sources or activities, for example, digitally via the Internet, through personal referrals, through telephone calls either by the company or telemarketers, through advertisements, events, and purchase of lists of potential customers. I-P: CUSTOMER LIFECYCLE Customer Lifecycle Management, or CLM is the measurement of multiple customer related metrics, which, when analysed for a period of time, indicate performance of a business. The overall scope of the CLM implementation process encompasses all domains or departments of an organization, which generally brings all sources of static and dynamic data, marketing processes, and value added services to a unified decision supporting platform through iterative phases of customer acquisition, retention, cross and up-selling and lapsed customer win-back. "The...
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...Table of Contents Section Title of Section Page(s) I. Executive Summary 2 II. Brief History of Microsoft Corporation 2 III. History of Microsoft Customer Relationship Management Software 3 A. Timeline 3 B. Additional Information on MS-CRM Dynamics 2011 3 IV. Common Business Issues 3-6 V. Proposed Solution 6-7 VI. Recommendations for Executive Committee 7-8 VII. Attachments 8-15 A. References 8-9 B. Supplemental Materials 9-15 I. Executive Summary Especially true in today’s global economy, time is money and cost is the most volatile aspect of management. Efficient software solutions are an integral aspect of forward-thinking organizational management. The top competitors to Microsoft in the Customer Relationship Management (CRM) sector are Oracle and SalesForce.com. This document will analyze deploying Microsoft’s CRM solutions in any company wishing to maintain a competitive advantage in the current economy and technological realm. II. Brief History of Microsoft Corporation As can be read in an analytical Excel document we created in August of 2011: In 1975, Gates and Allen form a partnership called Microsoft. Like most start-ups, Microsoft begins small, but has a huge vision—a computer on every desktop and in every home. In June 1980, Gates and Allen hire Gates’ former Harvard classmate Steve Ballmer to help run the company. Starting with a new operating system named "MS‑DOS," their hard work revolutionized daily office work into what will eventually...
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...the information required to enable or support each of those operations-level requirements. a. Employing the MIS Integrative Framework (posted on blackboard for this Session Assignment), what is the primary business focus/driver of WNZ Media (i.e. operational excellence, customer intimacy, product/service innovation) and why did you make this choice? WNZ Media’s primary business driver is to expand the business into a new path and its relationship to its customers. That means the WNZ Media would need to create new products and service that are demanded. The overall plan for the business was to have an entrepreneurial-based approach, which would include technology and the Internet for its product selection. WNZ wanted to add on a technological aspect to its business to widen its client base and increase their business opportunities. Their new mission has progressed over the years and has become to ride the emerging Internet wave. b. What would be the most important secondary driver/focus for WNZ? The secondary driver of WNZ Media would be customer intimacy due to WNZ crave in wanted to have better customer care and satisfaction of their products and services. This will allow their customer to accept the new web based system and purchase items and services through this new technology. c. Complete the table below (note: provide at least 8 examples): Key Operations-level (i.e. day-to-day) Business Activities/Transactions | Associated...
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... 3.0 Brief Description of the Company 4 4.0 Analysis of Customer Relationship Marketing Strategies 5 4.1 The Value Proposition of Ritz-Carlton 5 4.2 The Concept of Experience Economy 6 4.2.1 The "wow effect" of the Company 6 4.3 Four Tier Customer Pyramid 7 4.4 Customer Relationship Management 8 4.5 Customer Complaint and Gap Model 9 5.0 Conclusion 10 6.0 Recommendation 11 7.0 References 12 1.0 Executive Summary The purpose of this report is to analyze the relationship marketing strategies by selecting one service organisation from certain industry and suggest five recommendations for the service organisation to improve its relationship marketing strategies. The introduction of this report started with the introduction and brief description of organisation about the history, objectives, achievements and competitive advantage. The body of the report will be the analysis of the customer relationship marketing strategies of the organisation. This part will explain about the value proposition of the organisation, followed by the concept of the experience economy and development of "wow effect". After that, application of the four tier customer pyramid will be discussed and also analyze how the organisation conducts its customer relationship marketing to build a loyal customer base. At the end of the body part, the processes that the company handle its customer complaints and the gaps happened will be explained. The close of the...
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...Requirements: 5 3.1. Information Requirement for Sales Department: 5 3.1.1. Operational Level: 5 3.1.2. Management Level: 5 3.1.3. Strategic Level: 6 3.2. Information Requirements for Marketing Departments: 6 3.2.1. Operational Level: 6 3.2.2. Management Level: 6 3.2.3. Strategic Level: 7 4.0. Information System 7 4.1. Transaction Processing Systems 7 Purchasing Details 7 Source Payments 7 4.2. Customer Relationship Management Systems 8 4.3. Knowledge Management Systems 9 5.0. Key Features of Website: 10 5.1. Easy access to the product: Amazing and Stylish Navigation 11 5.2. What’s New Function 12 6.0. Impact on Ecommerce 13 7.0. Conclusion and Recommendation 14 8.0. References 16 1.0. Introduction 2.1. About the Company: Net-A-Porter is one of the leading online indulgence fashion retailer in the world. The website of Net-A-Porter is an award-winning website, which is shown in the elegance of a high class fashion magazine, and deals the style-savvy consumer precisely what they want - unparalleled entree to the world’s most recent and stylish sexy appearances of the period from global pioneering brands via worldwide express transfer and delivery facility. Since its introduction in the year 2000, NET-A-PORTER has recognized itself magnificently as a luxury brand through spotless packing and unequaled customer facility. The website of NET-A-PORTER features the extraordinary fashion writing, updated every...
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