The impact of technology on customer engagement and business relationships
The lifeblood of any business are its customer relationships and the lifetime value of customers from one product or service generation to the next. As cost and time pressures impact a business however they often resort to dealing with customers on transactions only, not investing the time in fully understanding their needs. As the text and course have shown, the integration of technologies into customer relationship strategies can deliver significant profitability and long-term company performance gains. The reliance on Customer Relationship Management (CRM) systems and the strategies they enable are revolutionizing businesses by quantifying customer expectations and creating a 360-degree view of each customer (Mukerjee, Singh, 2009). The insights gained from integrating CRM systems into customer relationships also serve as the foundation for greater accuracy and precision in e-commerce, Web analytics, and the creation of more effective self-service strategies as well (Xu, Walton, 2005). CRM's adoption throughout all industries is predicated on how effective it is in augmenting and strengthening the customer experience, leasing to greater long-term customer value over the long-term (Kim, Mukhopadhyay, 2011). Of the many companies who have successfully implemented CRM to enhance and strengthen their relationships with customers, Virgin America has been the most successful in the airline industry due to their focus on streamlining pre-sales, sales and post-sales of their business (Kirby, Trimble, 2011). In evaluating the impact of technologies on companies, the use of CRM at Virgin America is used as an example of how to do this well. Specifically focusing on how this airline has been able to streamline their Internet-based self-service portal with back-office enterprise systems, all aligned to passengers' needs, shows best practices in integrating technology to support customers (Kim, Mukhopadhyay, 2011). How Virgin America introduced CRM to its customers is first analyzed, followed by an assessment of how the new CRM system and Web Self-Service Portal added value to the customer experience, leading to greater loyalty and profitability. Third, the support plan Virgin America relied on for their Internet-based self-service portal is also analyzed. Finally the potential new partnerships for Virgin America are presented, in addition to recommendations. All of these factors were orchestrated around excelling at the delivery of an exceptional customer experience for the Virgin America customers, which in turn led to greater profitability over the long-term (Kirby, Trimble, 2011).
Accomplishments of Fred Olsen
The current Fred Olsen was born in the year 1929. He took over the family business at a tender age of 26 in the year 1955. The family business of the Olsen's can be dated back to 1848. This is when the Olsen family first showed interest in the cruise ship venture. Now they not only have investments in the cruise ship business, but they have diversified into other business ventures like ceramics, building of ships, exploration of gas and oil and development services. It was the second Olsen who established the Olsen name as one of the best Norwegian shipping company. He was a seaman who was given command of his father's ship, later two ships and as time went by, he added more ships to the fleet.
Research Paper
Undergraduate
Strategy implementation: frameworks, processes, and organizational outcomes
Southwest Airlines is the nation's low fair, high customer satisfaction airline. It mainly serves short haul cities, offering single class air transportation, which aims for the business commuter as well as leisure…
Session Long Project. Thank ! Case 1
This paper contains an overview of the airline industry and the product launch of Wendy's Baconater. It consists of two separate assignments for a marketing class designed to illustrate the principles of market segmentation, external and internal factors that affect companies, and product positioning. Cost, preferences, culture, and technology all impact the reception of a product.