Customer

The first one, adopted by both chain and independent establishments is to offer a catering service to the customer. In fact, the study shows that the food and beverage department contributes to a significant part of the hotel turnover; even more for independent hotels. This is understandable because by having a restaurant the hotel not only attract its overnight guests but also the daily customers working in the area. Another solution for both categories of hotels is to improve its connections with

review: pricing 2 Summary • SUMMARY OF ARTICLES • QUESTIONS: 1. To what extent is the low cost policy successful? 1. Success of the low cost policy 2. Risks of the low cost policy 2. How does Ryanair’s pricing strategy attract their customers? 3. Can premium brands respond to cut-price rivals? 1. Why are premium brands in danger? 2. Should premium brands confront low cost competitors in the price value segment of the market? • What we’ve learnt… 3 Summary of articles

.....................3 History of Nespresso 3 Nespresso integration whithin Nestlé Group 3 Mission and Vision Statements 4 Internal Analysis 4 External Analysis 5 - PEST 5 - Opportunities & Threats 6 - Customers Analysis 7 - The coffee market and Expresso machine market in France 8 Competitors Analysis 9 SWOT Analysis 12 Strategic Options 13 - Target Groups 14 - Positioning 15 - Competitive Strategy

 Ms Arnaud who advised us on  rural tourism issues and Ms Kréziak who,  thanks  to  her  awareness  of  customer  behaviours  analysis,  helped  us  to  establish  efficient  interviews guides. Furthermore, we would like to emphasize on the fact that all of them conveyed  a  spirit  of  adventure  in  regard  to  research  and  scholarship,  and  an  excitement  in  regard  to  teaching.    In addition, a special thank you to the professionals and customers interviewed who accepted to  dedicate  a  large  amount  of  time  to  respond 

repeatable activities that takes one or more inputs and transforms them into outputs that are of value to the customer. • An existing Process which is frequently/regularly used • Non broken process are required for improvement to ensure we will be able to monitor facts which will be the basis of any potential analysis or improvement ❑ Required Improvement is identified as our customer (internal/external) told us about deficient processes • You have ideas that the process is not performing

How to create Products & Services people want? Customer Profile Value Map FIT Value Map Customer Profile c Gain creators décrivent comment vos P/S créent des bénéfices pour vos clients La liste des P/S sur lesquels se fonde la PV Pain relievers décrivent comment vos P/S soulagent les sacrifices des clients Gains décrivent le résultat que les clients veulent atteindre ou les bénéfices concrets qu’ils recherchent Customer Jobs décrivent ce que les clients essayent de réaliser

14 Table des figures et tableaux Figure 1 : The Marketing Strategy Continuum : Some Implications 2 Figure 2: Type de projet priorisé par les CIO 3 Figure 3: Les 5 leviers de la création de valeur 6 Figure 4: Three distinct areas of focus for customer 8 Figure 5: Caractéristiques de l'environnement ayant participé à la personnalisation de masse 9 Figure 6: Les points de contact entre l'entreprise et le client 12 Tableau 1: Les 10 principes clés du CRM 5 Introduction Dans un monde où

.....................7 1.3.1. Technical support ............................................................................7 1.3.2. Personnel...............................................................................................7 1.3.2. Customer as a co-producer.......................................................10 1.3.3. Physical support .............................................................................10 1.4. Operations management ........................................

amount of information about practically anything • A greater ease in interacting and placing and receiving orders • An ability to compare ratings/opinions on products and services • Companies can collect fuller and richer information about markets, customers, prospects and competitors • Technological push • Globalization 1 Major Consequences • Internet Marketing – Pure players: Amazon, Dell Computers – “Click and Mortar Stores”: Barnes and Nobles, FNAC • Internet communications, Complaint Sites

Joumana Belkebir Samia Tronnebati Souad Belkahia Adnane Addioui Safaa Sekkat L’orientation client au marketing relationnel : Customer Relationship Management exÅxÜv|xÅxÇà TätÇà ÑÜÉÑÉá \ÇàÜÉwâvà|ÉÇ‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹A‹AAA‹‹L Première partie : L’orientation client ou le Marketing relationnel I. TA UA VA L’orientation client ………………………………………..…………….………..…12 W°y|Ç|à|ÉÇ xà {|áàÉÜ|Öâx‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹‹DE Wâ ÅtÜ~xà|Çz àÜtÇátvà|ÉÇÇxÄ tâ ÅtÜ~xà|Çz ÜxÄtà|ÉÇÇxÄ‹‹‹‹‹AA‹A‹DK