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Strategic Management: customer loyalty - Essay Example

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Strategic Management: customer loyalty

In addition, the customer relationship will be increased only if the organisation has competent employees. To come up with the new ways of managing customer relationship, it is good to critically look at the management of the organisation and how it has been offering its services in the past. This will also entail finding out how its competitors have been able to survive in the market thus look at their strategies and how they can be implemented within the organisation. The analysis will not leave out the macroeconomics issues that are bound to affect the company's performance which mostly entails the external forces like the economy, technological changes and cultures of its diversified customers(Don, 2004, pp.68-88) .
As mentioned above the major issue is to increase the customer relationship within the organisation. This will ensure that the Parcelforce Worldwide will retain its customers and attract more. Thus it is important for the management to use new communication strategies for the services offered. The customers need to have first hand information on the changes made on how the organisation is offering its services. ...
The customers need to be informed about the organisation's website and there needs to be something to motivate them to visit it regularly. As part of effective communication, Parcelforce worldwide needs to ensure that it has the records of its customers. This includes keeping their telephone contacts, addresses and emails. This will make it easy for the organisation to communicate with its clients in case there is a change in the service provision sector or if there are any offers. As a company that deals with delivering its customers' parcels, it has to ensure there safety. This means that the parcels need to reach the targeted destination without any damages and without being lost or stolen. The organisation has received a lot of criticism from its clients in terms of safety. February 2006, letters and parcels were lost and some stolen and some parcels were damaged completely. This made the organisation to lose its popularity as many customers were disappointed and thus ran to the rival companies (Business Management General, 2008).

To maintain the best consumer relationship, the company needs to develop an effective human resources strategy that will ensure that employees see the importance of acquiring a strong consumer relationship system. This will only be possible if the human resources department employs the competent and qualified employees for each department. Moreover, it has a duty to train new entrants on how the organisation runs its activities. This will avoid wastage of time as the new employees will easily adapt to the environment. Training should also be done on the old employees as they need to acquire the new skills on how to increase communication and relationship between them and the customers. To improve the employees' ...Show more


It is evident that currently the company has seen a lot of competition in offering its services to its customers. This is due to the coming up of similar companies that are using the current technology in sending parcels for their customers. Moreover, the companies are able to capture the company's long term customers by using better marketing strategies…
Author : crunte
Strategic Management: customer loyalty essay example
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