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MGT301 Assignment 1 Solution Fall 2017

Assignment solution :

Uber focused on increasing customer satisfaction, loyalty, and profitability by leveraging
superior customer knowledge acquired, stored, and acted upon with the aid of
information technology
Demand comes from new customers and repeat customers.
Besides making efforts to attract new customers, marketers are going all out to retain and
build relationships with existing customers. It costs five times as much to attract a new
customer as it does to keep a current customer satisfied.
Make call centers more efficient
Because of changing demographics, a slow-growth economy, more sophisticated
competitors, and overcapacity in many industries, many markets and market shares are
shrinking. The key to successful customer retention is superior customer value and
satisfaction.
Help sales staff close deals faster
Simplify marketing and sales processes
Discover new customers Enable companies to provide excellent real-time customer
service by developing a relationship with each valued customer through the effective use
of Individual account information
Based on customer attributes, companies can customize market offerings, services,
Programs, messages, and media Reduces the rate of customer defection
Increases the longevity of the customer relationship
Enhances the growth potential of each customer through “share of wallet,” cross-selling,
and up-selling
Makes low-profit customers more profitable or terminates them
Focuses disproportionate effort on high value customers

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