What are the developmental stages, Marketing Management

Assignment Help:

The marketing agent of a long distance phone service of the PhoneLink Co Ltd sells to a potentially high usage customer wireless service on three cell phones and includes a bonus of 1000 free minutes of service. First, the customer finds the wireless service does not work in his hometown, nor dies it work in the first city to which he travels. After multiple calls to customer service, the customer finally obtains the full service for which he had contracted.

When the customer receives his first bill, it is wrong, providing the free hours of service on the first phone but then billing hundreds of dollars in charges for the other two. The customer calls billing and after long explanations is finally able to rectify the company's errors.

After two weeks, the company's fraud department shuts off the customer's phone service because his long-distance charges far exceed typical bills. Again the customer calls to explain, as he did in his first contact with the company's marketing agent, that he periodically amasses high phone charges due to high volume travel and relatives abroad. The company restores his service...until the fraud department cuts it off again in two weeks for the same reason.

(a) Describe the CRM strategy of the PhoneLink Co Ltd?

(b) What are the three developmental stages that the company should adopt for customer acquisition and management?

(c) Discuss on the five foundation pillars for strategic customer care organizations where customer care becomes the culture and practice and customer dependency becomes reality.


Related Discussions:- What are the developmental stages

Calculus, A rectangular solid block of ice is melting such that the height ...

A rectangular solid block of ice is melting such that the height is always twice the edge of the square base. Find the expression for the instantaneous rate of change of surface ar

Differentiated pricing, Differentiated pricing  - Some of the firms char...

Differentiated pricing  - Some of the firms charge different prices for the similar product in different zones/ areas of the market. Sometimes, the differentiation in pricing is

What are the complexity of the communications, What are the complexity of t...

What are the complexity of the communications Exchanges which organisations enter into require the formation of relationships, though tenuous or strong. Andersson (1992) looks

Types of marketing information system, Types of Marketing Information Syste...

Types of Marketing Information System: the information needs of the marketing job are large and diverse. It is not easy to classify that information into a few types: 1. Class

What is advertising, Q. What is advertising ? Consumer is the heart in ...

Q. What is advertising ? Consumer is the heart in every business. These days attracting and satisfying customers is more difficult than producing the goods. For several product

State the types of channels of distribution, State the Types of channels of...

State the Types of channels of distribution Generally we don't buy goods directly from the producers. Producers/manufacturers usually use services of one or more middlemen to s

Major factors influencing buying behaviour - subculture, Subculture: each ...

Subculture: each culture consists of smaller subcultures that provide more specific identification and socialization for their members. Subcultures include nationalities, religion

Refute or assess the validity of this statement, A Supervising Officer of a...

A Supervising Officer of a large Ministry made the following statement: "To be successful in business, all you need is a Customer. You don't need any of those tight little acad

Write Your Message!

Captcha
Free Assignment Quote

Assured A++ Grade

Get guaranteed satisfaction & time on delivery in every assignment order you paid with us! We ensure premium quality solution document along with free turntin report!

All rights reserved! Copyrights ©2019-2020 ExpertsMind IT Educational Pvt Ltd