XI. You're planning customer support services for Phonic's new smart phone product.Review what you know about your target market and its needs; also think about whatPhonic's competitors are offering. Then respond to these three questions about designingand managing services.I. What support services are buyers of smart phone products likely to want andneed?II. How can Phonic manage gaps between perceived service and expected service tosatisfy customers?III. What post-sale service arrangements must Phonic make and how would youexpect these to affect customer satisfaction? Consider how your service strategywill support Phonic's overall marketing efforts

I. Support services buyets of smartphone wants: 1. Good customer services. 2. Good after sales…

Answered: You're planning customer support…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

See similar textbooks

Similar questions

Discuss the role of data analytics and artificial intelligence in enhancing CRM applications. How do they improve customer insights and engagement?
Explain the concept of a 360-degree view of the customer in CRM. How does it benefit organizations in improving customer relationships?
Analyze the various benefits that an organization can gain from implementing a CRM system, with a focus on both customer-centric and business-centric advantages.
Identify which level of investment in customer relationship management would the following be categorized and support your answer with at least one statement. 1. Sales discounts 2. After-sales service 3. Customer feedback fuels innovation 4. Customer satisfaction survey 5. Boeing works closely with airlines 6. Dole, Inc. works with a pineapple plantation 7. Customer complaint resolution 8. Heavy advertising 9. Personalized service 10. Customer participates in designing her purchase
Define and describe the promise of CRM, explain why it is important in business and choose one model for our business, explaing the reason for choosing this model to justify what you are saying?
There are five different core customer and marketplace concepts. 1. Customer needs, wants and demands. Human needs are states of felt deprivation and can include physical, social and individual needs. Wants are the form human needs take as they are shaped by culture and individual personality. Demands are human wants that are backed by buying power. 2. Market offerings are a combinations of products, services and experiences offered to a market to satisfy a need or want. These can be physical products, but also services – activities that are essentially intangible. The phenomenon of marketing myopia is paying more attention to company products, than to the underlying needs of consumers. 3. Value and satisfaction are key building blocks for customer relationships. 4. Exchanges are the acts of obtaining a desired object form someone by offering something in return. Marketing consists of actions trying to build an exchange relationship with an audience. 5. A market is the set of all…
Identify which level of investment in customer relationship management would the following be categorized and support your answer with atleast one statement. 1. Sales discounts 2. After-sales service 3. Customer feedback fuels innovation 4. Customer satisfaction survey 5. Boeing works closely with airlines 6. Dole, Inc. works with a pineapple plantation 7. Customer complaint resolution 8. Heavy advertising 9. Personalized service 10. Customer participates in designig her purchase
What are the primary benefits of implementing a CRM system in an organization? Provide specific advantages that CRM can offer in terms of customer retention and business growth.
Your line manager, Ms Lionheart, has collected and scrutinised performance data for the company. She was concerned that the inventories were high for certain products which had resulted in significant price reductions and losses for the company. At the same time, the company had run out of stock for other items early in the season resulting in unsatisfied customers and lost sales. Ms Lionheart has concluded that the problem was not with the specific products carried in the stock, but with the quantities ordered by the procurement department for two popular products; Dog Ball Launcher and Lightweight Dog Lead. Dog Ball Launcher is a product carried by the company for the past four years. Quarterly demand data for the past four years are shown in table 1. Last year the company seemed to always be out of stock for this item. The model used by the procurement department to forecast demand for this product over the last two years has been Multiplicative Seasonal model based on seasonal…
What are internal and interactive marketing? Give an example of how a specific firm or organization might use these concepts to increase the effectiveness of its services. How might these concepts be linked to services differentiation?
Provide an introduction to Bill Gates Speech at Harvard (part 1) by DHK123, Scott Berkun Lecture: The Myths of Innovation by Carnegie Mellon University, Prahalad @ MSM Opportunities at Bottom of the Pyramid 1/6 by MaasSchoManage, Frank Piller(RWTH/MIT): Innovation and Mass Customization by Cyledge and How can we better understand customers? by Google. Provide an analysis of your understanding from these videos. Follow the analysis with alternatives that are applicable to the analysis formulated. What are the assumptions that can be made from reviewing the videos? Provide recommendations to implement innovation as part as common practice. Next, how would you implement the recommendations? Provide lessons learned and conclusion.
Explain the concept of Customer Lifetime Value (CLV) and how CRM systems can help in optimizing it. Provide real-world examples.

SEE MORE QUESTIONS

Recommended textbooks for you

Principles Of Marketing

Marketing

ISBN:

9780134492513

Author:

Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:

Pearson Higher Education,

Marketing

ISBN:

9781259924040

Author:

Roger A. Kerin, Steven W. Hartley

Publisher:

McGraw-Hill Education

Foundations of Business (MindTap Course List)

Marketing

ISBN:

9781337386920

Author:

William M. Pride, Robert J. Hughes, Jack R. Kapoor

Publisher:

Cengage Learning

Principles Of Marketing

Marketing

ISBN:

9780134492513

Author:

Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:

Pearson Higher Education,

Marketing

ISBN:

9781259924040

Author:

Roger A. Kerin, Steven W. Hartley

Publisher:

McGraw-Hill Education

Foundations of Business (MindTap Course List)

Marketing

ISBN:

9781337386920

Author:

William M. Pride, Robert J. Hughes, Jack R. Kapoor

Publisher:

Cengage Learning

Marketing: An Introduction (13th Edition)

Marketing

ISBN:

9780134149530

Author:

Gary Armstrong, Philip Kotler

Publisher:

PEARSON

MKTG 12:STUDENT ED.-TEXT

Marketing

ISBN:

9781337407595

Author:

Lamb

Publisher:

Cengage

Contemporary Marketing

Marketing

ISBN:

9780357033777

Author:

Louis E. Boone, David L. Kurtz

Publisher:

Cengage Learning

SEE MORE TEXTBOOKS