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

FOUR TRENDS IN THE MACRO MARKET, Identify and briefly describe four trends ...

Identify and briefly describe four trends in the macro/market environment that will have or recently had an influence on the selected industry.

What is value pricing strategy, What is Value Pricing Strategy? Value...

What is Value Pricing Strategy? Value Pricing Strategy: Value pricing is a customer based pricing process that is an outgrowth of the multi-attribute product concept. By

Eliminate the ill-effects of forward buying, Saki, a local bar, consumes Me...

Saki, a local bar, consumes Mehboob, a popular non-alcoholic drink, at a steady rate of 10 cases/week. Saki usually buys Mehboob at $6/case, delivered to its door.  However, the su

What is line modernization in product line, What is Line Modernization in P...

What is Line Modernization in Product Line? Line Modernization: Even though the product line length is enough the line might require to be modernized. The matter is wheth

Give a review on pricing policies for pricing of services, Question 1: ...

Question 1: Teamwork as a concept has grown over the last 20 years, especially in the service industry. Thus, teamwork success is not automatic. Teams have to be established fo

Define the market intelligent enterprise, Question 1: Leading edge comp...

Question 1: Leading edge companies are driving to increase profits from high yield customers. They aim to acquire and retain profitable customers and get them to spend more. Th

Show the nature of customers, Q. Show the Nature of Customers? Nature ...

Q. Show the Nature of Customers? Nature of Customers: An appropriate media plan should consider the type or class of consumers for whom advertising is to be done. Different c

Evaluating the degree of urinary obstruction, Evaluating the degree of urin...

Evaluating the degree of urinary obstruction: D.P. is a 63-year-old man who has been experiencing progressive difficulty with initiating the urinary stream and frequently need

Potential liability losses, As risk manager, you are concerned about the ad...

As risk manager, you are concerned about the additional liability exposure the firm will face if it accepts the project. you obtain an estimate of the annual total loss distributio

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