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Silvance Onyango Abeka Corporate Customers Acceptance of Internet Banking. A Case Study East African Trade Finance


It is increasingly more interesting to the bank managers to understand what is important to customers when it comes to Internet banking, and especially banking conducted by the customers themselves. Corporate customers and Internet banking have been studied very modestly in the past, especially the decision-making factors that drive customers to go online.The purpose of this research is to identify the factors that influence corporate customer's adoption of Internet banking services in Kenya, Uganda, Tanzania and Rwanda. The hypotheses are empirically evaluated by the use of Trade Finance customers of an East African bank that serves as a target sample.The Technology Acceptance Model (TAM) is the primary basis for the study. The information gathered from former studies that are mainly concentrating on private customers, acts as a foundation for the development of an extension of TAM that is suitable for corporate customers. The study involves 137 respondents from Kenya, Uganda, Tanzania and Rwanda. Due to the quantitative nature of the study, the results are analysed with statistical measures which include the use of SPSS in order to carry out regression analysis.

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Marsha Collier The Ultimate Online Customer Service Guide. How to Connect with your Customers Sell More!


Make your online customers happy—and create new ones—with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers lives. They follow back. They handle complaints immediately. They wish customers «happy birthday.» They grow their brands by involving themselves in communities. The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers. Authentically use social media to connect with customers to boost your bottom line Attract new customers through your online presence Achieve higher GMS (Gross Merchandise Sales) with quality customer service Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

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Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Metrics of Adverse Behavior, and Feasible Strategies for Managing Customers


Bachelor Thesis from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, University of Münster, language: English, abstract: In this paper, I analyze how customer metrics like Customer lifetime value (CLV) are linked to strategies for managing unprofitable customers. Valuing customers or their behavior, respectively, has become an indispensable issue for any commercial activity. When determining causes and reasons of the customers' contribution to firm value or performance, the customer base usually is analyzed and evaluated, whereas profitable and unprofitable customers are identified. Especially the subject of unprofitable customers, the methods to single them out and their input on the firm's financial performance have been thoroughly discussed in the literature. Because regular financial metrics have restricted diagnostic potential, relying on customer metrics appears more suitable for determining customer's profitability. There are diverse methods for evaluating customers, such as previous period customer revenue, past customer value, customer lifetime duration and customer lifetime value (CLV). CLV examines customer profitability from a prospective perspective, foreseeing future customer behavior and discounting future cash flows. CLV and its measurement models, depending on the kind of customers and products obtained by the company, provide a basis for strategic and tactical d...

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Katy Fletcher The Pet Care Business O Customer Loyalty Formula. 5 Steps to Launch Your Mobile App in 60 Days or Less and Keep Customers Coming Back for More.


Keep your customers coming back for more! Put mobile technology to work serving your loyal customers while growing your pet care services business. Yes, you can do it! Your customers have gone mobile and so should you. Utilize your own custom business mobile app to create an awesome customer service experience for your devoted pet parents who want the best for their pet families.

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Silvance Onyango Abeka An investigation of factors influencing corporate customers acceptance Internet banking


Master's Thesis from the year 2009 in the subject Computer Science - Internet, New Technologies, grade: B, , course: MBA (INFORMATION TECHNOLOGY), language: English, abstract: It is increasingly more interesting to the bank managers to understand what is important to customers when it comes to Internet banking, and especially banking conducted by the customers themselves. Corporate customers and Internet banking has been studied very modestly in the past, and especially the decision-making factors driving customers to go online.The purpose of this research is to identify the factors that influence corporate customers adoption of Internet banking services in Kenya, Uganda, Tanzania and Rwanda. The hypotheses are empirically evaluated by using Trade Finance customers of an East African bank as the target sample.Technology Acceptance Model (TAM) is the primary basis for the study. The information gathered from former studies that are mainly concentrating on private customer acts as a foundation for building an extension of TAM suitable for corporate customers.Due to the quantitative nature of the study, the results are analysed with statistical measures. The analysis reveals that corporate users are not motivated by the same factors as private users. In order to become Internet banking customers, it is extremely important for corporate users to have a system that is easy to use and operate with full support from the bank.

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Amy Roche The Retail Experiment


Have you been spending more than ever on marketing, but feel like your customers are responding less?Have you been generous with your customers, giving them bigger discounts, loyalty programs, the best-trained staff and helpful emails, but it still doesn’t seem to be enough? Do you know the retail environment has changed, but you’re not sure how to respond?Customers across all industries have changed dramatically in recent years, but many retailers have failed to understand or keep up. Retailers who don’t respond to the new problems of their customers will quickly be left behind. In this groundbreaking book about winning back the modern customer, Amy Roche describes the ‘experiments’ she performed in her own retail store. In The Retail Experiment you’ll learn how to: leave behind old retail methods that no longer work understand, value and engage with the modern customer evaluate and capitalise on the changed shopping environment market to and communicate with customers make your store an exciting place to visit appeal to the emotions of your customers successfully position your business in the ‘experience economy’.Amy examines winning strategies, pitfalls and fails, and the five strategies she discovered that drew customers in like magnets, increasing visitation, sales, and overall engagement.

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Ira Robinson How To Get More Customers. Better Business Builder Series Book 2


Do you have a business ? Do you want more customers to come to your business ? Do you know how to get that done ? Many businesses do not have a clue how to effectively push customers to make the move to contact them, let alone make that customers buy from them, again and again. Within the pages of this essential guide, you will find all of this and more ! - what you can do to literally force customers to choose you over any other - the single most important factor in your business, and why you are failing at doing it. - the 5 key areas of your business you can improve to effectively double your profits - what you can do, to bring in more customers without spending a dime If you want to gain more business, and make better use of your time and money. If you want to know exactly what to do to make customers come through your door, You need this book right now! Start taking advantage of the strategies within. With it, you can and will your business to new heights !

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Oliver Lonicer Customer Selection


Inhaltsangabe:Abstract: “In the real world, all customers are not created equal.“ This allusion to the Declaration of Independence captures a recent realisation of many companies - different customers represent different values to a company. In fact, many companies are discovering that a large percentage of their customers are generating losses. XY Insurance is among those companies that recently discovered a considerable portion of unprofitable customers in their current book of business. This was identified as a major problem, especially considering the fact that the company is converting to a publicly traded stock company. Given the necessity to produce shareholder value, senior management realised that it would be indispensable to ensure the profitability of its accounts. One of the factors underlying this problem at XY is the lack of a screening process to ensure the selection of customers with whom a profitable relationship can be built. To address this need, XY's senior management decided that it would be necessary to develop a tool that enables the sales staff to evaluate customers, and ultimately, to select customers based an this assessment. The objective of this study is the development of a screening tool which can be used as a basis for the selection of XY's customers in the company's arge case segment. The development of the tool is limited to one of the company's segments because the customers as well as the products differ greatiy by segment. T...

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Frank Eliason At Your Service. How to Attract New Customers, Increase Sales, and Grow Business Using Simple Customer Service Techniques


A guide to refocusing your business on those who matter most: customers and employees. Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it. Explains how to create a culture of empowered employees who understand the value of a great customer experience Advises on the need to communicate that experience to their customers and potential customers Frank Eliason, recognized by BusinessWeek as the most famous customer service manager in the US, possibly in the world, has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.

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Bernd H. Schmitt Experiential Marketing. How to Get Customers Sense, Feel, Think, ACT, R


Книга "Experiential Marketing. How to Get Customers to Sense, Feel, Think, ACT, R".

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Muhammad Arif Khan, Saqib Saeed Khan How Apoteket AB can retain its customers after de-regulation.


To study how Apoteket AB can retain its customers after the government decision to implement de-regulation in Swedish pharmaceutical market. Apoteket AB was the only state-owned pharmacy for more than 38 years but now they are in competition with other pharmacy operators including supermarkets and gas stations. The main purpose of this study is to find out those vital factors which are important to customers in selecting pharmacy operators for buying prescription and non-prescription products.

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Value Proposition Design: How to Create Products and Services Customers Want


The authors of the international bestseller Business Model Generation explain how to create value propositions customers cant resist. Value Proposition Design helps you tackle a core challenge of every business - creating compelling products and services customers want to buy. This practical book, paired with its online companion, will teach you the processes and tools you need to succeed. Using the same stunning visual format as the authors global bestseller, Business Model Generation, this sequel explains how to use the Value Proposition Canvas a practical tool to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by business meetings based on endless conversations, hunches and intuitions, expensive new product launches that blew up, or simply disappointed by the failure of a good idea. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that wont work. Youll learn the simple but comprehensive process of designing and testing value propositions, taking the guesswork out of creating products and services that perfectly match customers needs and desires. Practical exercises, illustrations and tools help you immediately improve your product, service, or new business idea. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to complete interact...

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Philip Kotler Marketing 3.0. From Products to Customers the Human Spirit


Understand the next level of marketing The new model for marketing-Marketing 3.0-treats customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Customers, in turn, are choosing companies and products that satisfy deeper needs for participation, creativity, community, and idealism. In Marketing 3.0, world-leading marketing guru Philip Kotler explains why the future of marketing lies in creating products, services, and company cultures that inspire, include, and reflect the values of target customers. Explains the future of marketing, along with why most marketers are stuck in the past Examines companies that are ahead of the curve, such as S. C. Johnson Kotler is one of the most highly recognized marketing gurus, famous for his «4 Ps of Marketing» In an age of highly aware customers, companies must demonstrate their relevance to customers at the level of basic values. Marketing 3.0 is the unmatched guide to getting out front of this new tide sweeping through the nature of marketing.

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Jamie Summers Socially Intelligent Selling. The Ground-Breaking way to Close Less and Win More


Why do some people consistently smash their sales targets every month without breaking a sweat, while others slog every working hour and still struggle to hit their numbers?What enables some people to attract quality prospects and convert them into paying customers after one easy conversation, while others spend hours chasing and chatting to “time-wasters”?How do some people quickly build trust and effortlessly influence their customers to buy, while others resort to gimmicks, sales tricks and manipulative closing techniques to clinch the deal?The answers are in this book.READ SOCIALLY INTELLIGENT SELLING TO: Boost your sales without increasing your marketing budget Raise revenue by converting more potential customers into actual customers Sell more to your existing customers and clients Anticipate exactly what your customers need, want and wish for Skilfully up-sell and cross-sell to boost your revenue Stop closing sales and start opening relationshipsThe concepts, tools and techniques Jamie shares are so brilliantly simple you’ll be wondering if you’ve missed the complicated bit. You haven’t. When you read this book, you’ll realise you’ve known the answers all along.

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Undine Handorf Reflection on customers. knowledge and perceptions about marketing


Master's Thesis from the year 2016 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 1, University of applied sciences, language: English, abstract: This Master Thesis presents findings with regard to the stated discrepancy by means of a literature analysis and qualitative research in the form of focus groups. The research objective is to investigate customers' and marketing professionals' attitudes towards the discipline and how knowledge and/or experiences contribute to a positive or negative perception of marketing. The results suggest that customers are aware of the tactics used by marketers to deliberately mislead their target groups. Consequently, customers develop negative attitudes towards persuasive marketing efforts.This thesis highlights the gap between laypersons' negative perception and marketing academics' added-value perception towards the discipline. In order to overcome this discrepancy, marketers need to consider customers' scepticism as a compass and address positive impacts of marketing on customers and society.Customers have gradually started emphasising on emerging marketing practices that seem to harm individuals, societies and the environment. However, marketing scholars believe that marketing has positive impacts and creates values and satisfaction for all stakeholders.

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Jill Griffin Customer Winback. How to Recapture Lost Customers--And Keep Them Loyal


Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In todays hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you todays best methods for winning back those customers you simply cant afford to let go.

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Mo Elnadi Production and Operations Management Assignment


Examination Thesis from the year 2009 in the subject Business economics - Business Management, Corporate Governance, grade: 78/100, The University of Surrey (Surrey University), course: Production and Operations Management MBA P/T, language: English, abstract: Operations strategy can be defined as the strategic decisions and tactics which set the role, objectives and activities of a firm. It derives from the firm's capabilities, resources and processes, seeking to deliver competitive advantage to winning customers through meeting their needs. Competitive factors that are significant in winning customers' business are order winners. Improvements of these factors will likely result in gaining more business to the firm. In order for a firm to have a competitive advantage, it must understand and provide products and services whose factors create order winners for its customers. As a precursor, factors which customers have a certain minimum expected level from are defined as order qualifiers that firms should conform to. Therefore business decisions should be thought of in terms of order winning and order qualifying criteria, designed to win customers and drive business growth to the firm.A firm can outperform rivals only if it can establish a difference that it can preserve. This could be delivering great value to customers or creating comparable value at a lower cost, or both. Such differentiation arises from both the choice of performance objectives activities and how t...

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Katrin Irene Roebbeling Eventually, you will bond for life


Inhaltsangabe:Abstract: Changing market conditions have made it tougher on companies to stay competitive. Long-term customer bonding can provide a competitive advantage. Today's customers' wishes have put forth the need for experience marketing though. This trend has to be taken into account when planning on bonding with customers. One way to create a platform for experience is event marketing. This final thesis focuses specifically on the use of events with regard to customer relationship bonding. In this study, an answer will be provided to the following problem statement. Event marketing supports bonding by providing an opportunity for direct and personal contact between a company and its customers. Furthermore, customers are offered the possibility to experience a company and its products in a pleasurable surrounding. Events can either be business- or leisure-oriented, depending on the overall character of the event. Events provide a variety of advantages to both the company and its customer, ranging from cross-selling and exchange of information to risk and cost reductions. Event marketing integrates in the modern concept of customer relationship marketing by opening a constructive dialogue between the customer and the company. Customer relationships are built on trust which can be established by creating a special bond between a company and its customers. These bonds can exist on various levels and not all customers are suited for long-term bonding. To insure th...

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Joel Urbany, H. Davis James, James Grow by Focusing on What Matters. Competitive Strategy in 3 Circles


Growth and competitive advantage are about effective positioning.Building effective positioning is challenging today for fi rms facing newand stronger competition, volatile and uncertain markets, and shiftingcustomer desires and demands. The 3-Circle model facilitates speed ofunderstanding and action by focusing attention on the most critical strategyconcepts in this uncertain environment. Growth strategy emerges inthe model from systematically addressing four key strategy directives in adeep and disciplined way:1. defi ne, build, and defend the unique value you create for customers;2. correct, eliminate, or reveal value that is failing customers, whichthey're not aware of;3. potentially neutralize the unique value created for customers bycompetitors;4. explore and exploit new growth opportunities through deep understandingof customers' unmet needs.

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geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW


Inhaltsangabe:Abstract: Giving the powerful means of branding and brand-based differentiation for creating and sustaining a competitive advantage especially in highly competitive markets such as the automobile market, this study explores brand attitudes of existing and potential customers towards the brand BMW. Moreover, this study analyzes the level and source of customer satisfaction as well as the level and source of customer loyalty of existing and potential customers. While this study considers five different factors for the degree of customer satisfaction, there is only one factor considered for the degree of brand loyalty. The factors considered for customer satisfaction are perceived customer service, perceived quality, perceived innovation, perceived technology and perceived price, while the factor considered for brand loyalty is customer satisfaction itself. The analysis of brand loyalty distinguishes between repurchase loyalty and attitudinal loyalty, former being analyzed for existing customers and latter being analyzed for potential customers. The results indicate that (1) BMW has a high level of awareness, both in recognition and recall, (2) the image of BMW is favorable, strong and relevant, and (3) BMW is mainly associated with performance and style by existing customers and status by potential customers. Despite these overall positive results, weaknesses were identified, that contain opportunities for BMW. The regression analysis indicated that there is a str...

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Bob Kelleher Customer Experience For Dummies


Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Todays business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises. The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. Youll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more. Gives you the tools you need to target customers more precisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels Explains how a fully-engaged customer can help you outperform the competition Learn how to respond effectively to customer feedback Your brands reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.

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