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2.0 Critically analyze the factors that influence your organization’s ability to maximize customer value.
3.0 Provide a critical understanding of your organization’s quality processes and their effectiveness in meeting customer requirements.
According to Pennington (2016), customer experience is the key term in business that is usually used to explain the relationship that customers have with any business organization. In other words, customer experience means the experiences of the customers that have with a business by depending on the thoughts as well as interactions of that business organization. In addition, customer experience is the key factor to fulfill the expectations of the customers. This is an important factor for a business to sustain business growth. Bordeaux (2019) said that a positive customer experience not only makes the customers feel happy but also increases business revenue.
Tesco is the chosen organization to conduct this assignment. Tesco is the leading and 3rd largest grocery retailer around the world in which headquarters is in Hertfordshire, UK. This grocery retailer was first founded by Jack Cohen in 1919 but this has expanded internationally since the 1990s. This retail organization is successfully doing its business operations in 11 countries around the world (Tesco Annual Report, 2018). Tesco is the leading grocery retailer that offers varieties of products and services to its customers including foods, clothing, furniture, books, toys, electronic items, software, and others.
2.0 Critically analyze the factors that influence your organization’s ability to maximize customer value
2.1 A Successful CRM (Customer Relationship Management)
CRM (Customer Relationship Management) is the key approach for business because this manages the interaction of an organization with both existing and potential customers. Kumar (2017) said that CRM focuses on the data analysis regarding customer history to improve the business relationship with the customers that helps the business organization to increase sales. A business organization’s successful CRM helps to recruit the right people by motivating them through different training and motivational tools that make them able to give better services to the customers (William, 2016).
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Recruit and Keep Right People
In a business organization, the frontline staff must be given proper training as well as motivated with different motivational tools to make them motivated so they can be able to give better services to the customers. In addition, the staff must be trained in a way that they become capable to answer most of the questions that are come from the customers without any hesitation and the support of their managers (Mathew, 2016). Thus, it is essential for any kind of business organization to recruit the skilled and right person for the right position at the workplace. In this case, the interview or staff selection process has to be suitable and proper that helps to recruit the right person. For example, if an interview any person says that he or she is not good at managing, then for the customer service section he or she must not be recruited.
Moreover, if any person is not able to be friendly with other people, then he or she is also not be recruited in the customer service section. According to Mukerjee (2017), the right and skilled employees are able to manage good relations with the customers. On the other hand, staffs’ attitudes and behavior towards the customers can be developed when they cooperate and interact with the customers while giving services to them. However, a business organization may recruit both part-time and full-time employees for conducting different organizational activities. But it is essential to recruit the right employees for any position of the organization so employees are able to successfully fulfill their responsibilities. Thus, it is essential to recruit the right person for the right position to make the CRM successful that brings benefits for the business organization in an effective way. In terms of Tesco, this retailer must focus on the proper and legal recruitment and selection process to recruit the right people for the right position.
William (2016) said that frontline CRM has a way to cooperate with customer experiences. This is not so much important for a business to focus on experienced employees who can easily maintain the business strategies. In addition, a business can concentrate on the supplementary investment that is not necessary if the staffs of that business organization are able to manage the customer services properly (William, 2016). Tesco is the largest grocery retailer around the world that tries to offer good salaries to the employees that help to make them motivated and helps the customers by giving them good services in an effective way (Tesco Annual Report, 2018)…………