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Customer Relationship Management and Profitability in Zimbabwe: The Case of Gas and Gas Equipment Companies - Couverture souple

Chidoko, Clainos; Makore, Albert

 
9783846542408: Customer Relationship Management and Profitability in Zimbabwe: The Case of Gas and Gas Equipment Companies
Couverture souple
ISBN 10 : 3846542407 ISBN 13 : 9783846542408
Editeur : LAP LAMBERT Academic Publishing, 2011

Synopsis

The research shows how customer relationship levels have deteriorated to transaction based relationships and this inhibits future planning when it comes to purchasing of stocks as 90% of Zimbabwean gas and gas equipment companies’ products and raw materials are imported. Forward planning can only be implemented if the companies know the consumption patterns of its customers. The benefits of economies of scale from large volume orders with suppliers can only be transferred to the customers if their needs are known well in advance. The sales force automation package, has not added value to businesses, neither has it enhanced gas and gas equipment companies’ relationship with customers. Customer profitability and activity-based costing remains a myth to the sales force and hence there is mismatch between sales call routine and revenue streams. Customer Relationship Management (CRM) has to satisfy customers with the best possible alternative in the market through a relational exchange process.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

The research shows how customer relationship levels have deteriorated to transaction based relationships and this inhibits future planning when it comes to purchasing of stocks as 90% of Zimbabwean gas and gas equipment companies’ products and raw materials are imported. Forward planning can only be implemented if the companies know the consumption patterns of its customers. The benefits of economies of scale from large volume orders with suppliers can only be transferred to the customers if their needs are known well in advance. The sales force automation package, has not added value to businesses, neither has it enhanced gas and gas equipment companies’ relationship with customers. Customer profitability and activity-based costing remains a myth to the sales force and hence there is mismatch between sales call routine and revenue streams. Customer Relationship Management (CRM) has to satisfy customers with the best possible alternative in the market through a relational exchange process.

Biographie de l'auteur

Clainos Chidoko is an Economics graduate of the University of Zimbabwe. He is an Economics lecturer at Great Zimbabwe University and currently chairs the Department of Economics. Albert Makore is a Marketing graduate of National University of Science and Technology in Zimbabwe.He is a keen researcher in Customer Relationship Management.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2011
Langue
anglais
ISBN 10 
3846542407
ISBN 13 
9783846542408
Reliure
Broché
Nombre de pages
64
Coordonnées du fabricant
non disponible
Personne responsable
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