Customer

of voice (most of all on the phone). The smile when you are talking on the phone because the customers will hear the difference. Knowledge – Know-how – Know-being Knowledge: you should know … The habits and customs of the various cultures. The techniques of presentation. The techniques of sale. The management of the dissatisfaction of the customer. The new products which are on the market. The price rates of the competitors.

Competitive strategies Market-leader strategies : • Expanding the total market : new users, new uses, more usage… • Expanding market share : win customers, buy competitors, win loyalty… • Improving productivity : reduce costs, change in product mix, add value… • Defending its position : continuous innovation… Market-challenger strategies : • • Defining the strategic objective and the competitor. Choosing an attack strategy : - Frontal, flanking, - Encirclement attack - Bypass attack - Guerilla

I- Services: The core service which SPAR offer is that is a convenience store (small supermarket). It means that, the customer buy in Spar, because it is close to their homes, and this customers hope to find all kind of product there. When you go into SPAR, you see all products classified for categories; it is very useful for the customer, because normally, the customers of SPAR want to buy as quickly as been possible. Hot meals and fresh food: all along the day and particularly during break

conquer the world Simple tools to start selling on foreign markets [pic] INTRODUCTION 4 CHAPTER 1: Trust and communication 5 CHAPTER 2: Foreign market or foreign markets? 9 2.1 Languages and logics 10 2.2 Respect your customer and his/her values 11 2.3 Holidays, wishes, gifts, invitations 13 2.4 Norms, standards, formats (date, time, numbers,…) 14 Summary 15 CHAPTER 3: Business communication tools 16 3.1 Company introduction tools 18

The Customer Relationship Management Process: Its Measurement and Impact on Performance Author(s): Werner Reinartz, Manfred Krafft, Wayne D. Hoyer Source: Journal of Marketing Research, Vol. 41, No. 3 (Aug., 2004), pp. 293-305 Published by: American Marketing Association Stable URL: http://www.jstor.org/stable/30162340 . Accessed: 17/03/2011 19:36 Your use of the JSTOR archive indicates your acceptance of JSTOR's Terms and Conditions of Use, available at . http://www.jstor.org/page/info/about/policies/terms

Segmentation and Customer Loyalty Using Segmentation to Strengthen Customer Loyalty May 2009 Segmentation and Customer Loyalty Using Segmentation to Strengthen Customer Loyalty By Mike Mancini, Vice President of Data Product Management Nielsen Claritas Executive Summary Loyal customers are important to businesses because they offer a steady revenue stream, higher profit margins and enthusiastic referrals. But in a down economy, price sensitivity can trump loyalty. To strengthen the bonds

employee of a company, the relationship that you can have with the customers... The store is in a shopping center thus it is necessary to work in team because there are many customers and thus a lot of work. When you work in a store you dont see any more the business in the same way. When we are a customer, we are treated as "king" while when we are a saleswoman we have to serve the customer. It is difficult because all the customers arent nice and in spite of that it is necessary remained pleasant

l'industrie de l'hospitalité. You must be able to communicate effectively with colleagues and customers, to identify needs and to maintain a positive and co-operative manner at all times. Vous devez être capable de communiquer efficacement avec leurs collègues et clients, d'identifier les besoins et à maintenir une attitude positive et coopérative à tout moment. Good customer relations are about satisfying your customers through the efforts you make. Bonnes relations de client sont sur la satisfaction de

it needed better insight into customer and transaction data. With help from Microsoft® Services consultants, the Manheim team planned, designed, and deployed Microsoft Dynamics® CRM. Now, the company has a solution that imports and exports critical information from other business applications and provides more relational customer data. Manheim gained a more complete view of its customers and their transactions, which improves the company’s sales, marketing, and customer service efforts. Business

airline about £46m” (The Guardian online: 2009). This decision will have knock on effects on the customers and their reaction toward it. This research will investigate the possible customers’ reactions and their behaviours toward this increase it fees. It will look at the different kinds of customers within the airline industry. Literature review Ryanair is increasing the fees on the customers; therefore the research will include sources which contain useful information about the consumer satisfaction