Customer

served. Findings indicate that the new printing technology made it possible to change prices when the new services reduced delivery time and costs, and when there were substantial differences between the new services and available substitutes. Thus, customers accepted new pricing when the utilization of the new technology resulted in financial gains and time reductions. © 2008 Elsevier Inc. All rights reserved. Keywords: Competition; Investments in new technology; Perception of value; Pricing 1. Introduction:

1) Customer Relationship Management at Capital One The case illustrates how CRM can be translated into strategy, organizational design, hiring, marketing processes, and IT infrastructure of a company. Suggested Preparation questions: * How would you define CRM as implemented at Capital One * What are key CRM activities and processes at Capital One? You may prepare a table as the one below * What similar activities/ decisions/ situations can be found in other industries/ at competitors

CUSTOM MADE APPAREL AND INDIVIDUALIZED SERVICE AT LANDS’ END By Blake Ives and Gabriele Piccoli | | | | | | DPDN Paul Davidson, Brian Dyrud, Lindsay Neal, and Jennifer Paterson September 17, 2003 INTRODUCTION When Bill Bass joined Lands’ End in 1999 as the Senior Vice President of e-commerce, he was attracted

options, to the delivery, they want there customers to feel comfortable and secure with their decision. At C-G inc. It's all about the customer. C-G inc commitment is to provide all customers with a range of well chosen, good value merchandise and to present this in an attractive , pleasant and efficient services. Methodology I met the supervisor Ali Rasheed at 12 o'clock . We started by checking the deliveries of the week. I contacted some customers to confirm the date of the delivery for tomorrow

trough i. The trend in customer numbers was upward. (La tendance dans le nombre de clients était à la hausse ) ii. Customer numbers fluctuated slightly. (Le nombre de clients a fluctué légèrement) iii. There were considerable fluctuations in customer numbers. (Il y avait des fluctuations considérables dans le nombre de clients.) iv. There were fluctuations in customer numbers. (il y avait des fluctuations dans le nombre de clients) i. The number of customers fell dramatically (Le nombre

Application of “Just In Time” at Leroy Merlin Strasbourg V. Recommendations (implementation plan) a. Appropriate resource levels b. Systems and procedures c. Organisation and structure d. Business and customer needs. VI. Conclusion I. Presentation of Leroy Merlin Leroy Merlin sells “do-it-yourself products” in 13 different areas like painting, sanitary, materials… The Leroy Merlin group is the 6th in the world in this sector. 4 Its turnover

Case 13 Study Questions 1. Identify the steps taken by Menton Bank to develop a stronger customer orientation in its retail branches. Expand service hardware: Redesign the bank interior—teller counter and service desk near the entrance. New ATM system Automated telephone banking: computerized voice Central customer service office: bank representative speaking, email communication, will be expand service hour. Website redesign, to be more user-friendly RFID credit card After they launched

2 2. Présentation of the ACTEL Aissat Idir 3 3. A study of queues of ACTEL Aisset Idir 4 3.1 Data collection 4 3.2 Treatment data 5 3.2.1 Law of customers’ arrival 5 3.2.2 Service time of the post box 6 3.2.3 Service time of the post modem configuration 6 3.2.4 Service time positions versatile and supervisor 7 3.2.5 The proportion of customers entering by reason 8 3.3 Modelling the service process 9 3.4 Simulation and results analysis 14 3.5 Proposal of solutions to improve service 20

RELATIONSHIP MARKETING THROUGH THE IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT TECHNOLOGY Keith Thompson, Cranfield University, Silsoe Lynette Ryals, School of Management, Cranfield University, Simon Knox, School of Management , Cranfield University, Cranfield, Bedford, MK43 0AL. Tel: +44 (0)1234 751122; Email: s.knox@cranfield.ac.uk Stan Maklan, CSC Computer Sciences Corporation, Farnborough, Hants, GU1 7LS Abstract Customer Relationship Management (CRM) has its roots in relationship

to e-tailing) * The content * The community (FAQs, dialogue between customer) * Commerce Maybe creating a vertical portal, i.e. Community with common interest, content to a particular industry, maximizing the value of the whole transaction. A web presence supplies the personalized attention that could keep customer loyal How would these changes best meet the needs of potential and existing customers? The changes and enhancements suggested before regarding Mabarrack’s current