Role and importance of customer care department and market research

Type :

Term papers

Pages :

13 pages

Format :

.doc

Published date :

08/28/2009

Category :

Business & market

Sub category :

Management

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Summary :

Introduction
Two types of customers
1. External customers
2. Internal customers
Basic customer care principles
Building a loyal relationship
Customer service model
The seven elements
1. Speed and time
2. Personal interaction with a customer
3. Expectations
4. A delighted happy customer
5. A satisfied customer
6. An unsatisfied customer
7. Information and keeping the customer informed
8. Long term relationships
Research
Market research
1. The five vital areas of marketing
2. Areas of marketing research
3. Branches of marketing research
Research opportunities in relation to problem-solving
Objectives of marketing research
What marketing research can do for business?
Conclusion

Abstract

A customer is defined as any person with whom the business or the organization has dealings, which can be expressed in monetary terms. These dealings can either be exchange of goods or rendering of services. Customers are the lifeblood of every successful business, and today's customers are more educated and more demanding. They expect individualized services and high-quality products.

According to a famous marketing expert "A customer is anyone who is influenced by the product or the process. A customer is the recipient of a product (which is the result of an activity or a process) provided by the supplier. Consumers are the ultimate users of the products; they buy in small volumes for personal use. Consumers provide the purchasing power, which supports many industries like public utilities, government bodies, trading chains and many large consumer product industries.