delivering_customer_value_DCV.docx - BM0009-3-2 INDIVIDUAL...

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BM0009-3-2INDIVIDUAL ASSIGNMENTASIA PACIFIC UNIVERSITYTable of ContentsExecutive summary................................................................................................................................21.0 Introduction.....................................................................................................................................31.1 Company Analysis............................................................................................................................31.2 SWOT analysis..................................................................................................................................52.0 M.A.C value proposition..................................................................................................................62.1 M.A.C costumer center....................................................................................................................82.3 convert potential customer to profitable loyal advocate.................................................................8THE CUSTOMER PYRAMID TIER.............................................................................................................92.4 M.A.C customer relationship management (CRM)........................................................................102.5 M.A.C processes the customer complaint......................................................................................103.0 conclusion......................................................................................................................................114.0 Recommendation.......................................................................................................................115.0 Reference.......................................................................................................................................121
BM0009-3-2INDIVIDUAL ASSIGNMENTASIA PACIFIC UNIVERSITYExecutive summaryThis project assignment has done to fulfill the requirement for module. Delivery CustomerValue. The purpose of this assignment is to identify how the way the company create theirvalue and positioning their brand name to the customer,In this assignment the company hasbeen chosen is M.A.C. there are several part that has been focus in this assignment. In part 1(one) will be discuss briefly about the company profile, including SWOT analysis aboutM.A.C Cosmetic company as well their strong competitor in the same industry. Part 2 (two)will be analyze and discuss about the customer relationship marketing strategy that has beenapply by M.A.C cosmetic company including M.A.C value proposition, experience economyconcept, how to convert the profitable customer into loyal advocates that can bring positiveimpact to the company and the way M.A.C company conduct their CRM program. And inAddition there are several recommendation for the company to can help them to improvetheir product in the future to increase customer satisfaction and create them to becoming loyalcustomer of M.A.C cosmetic product.2
BM0009-3-2INDIVIDUAL ASSIGNMENTASIA PACIFIC UNIVERSITY1.0 IntroductionNow days in very competitive era,Customer Relationship Management (CRM) ispremised on the belief that developing a relationship with customers is the best way to getthem to become loyal and that loyal customers are more profitable than non-loyal customers.Frederick Reichheld has argued that a company can achieve significant increases in profitsfrom only small improvements in customer retention rates. “The strategy is to engineerincreased customer retention, often with strategies labeled as CRM or Customer LoyaltyMarketing. Research indicates that these schemes are generally liked by customers”And many company try to building and maintaining a good relationship with customer.because is the vital aspect to make the company can survive, currently many company start toapplying Customer Relationship Management (CRM) to creating, help and maintain therelationship with the customer, customer relationship management is to ideate the personalbonding within organization and customer and through developing CRM it can lead thebusiness to achieved the success and gain more profit/ this assignment is to identify thecompany relationship with their customer that can influence the relationship quality.

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Term
Fall
Professor
NoProfessor
Tags
Marketing, Customer relationship management, asia pacific university, M A C value proposition

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