Customer service management is an essential aspect of the successes of any business (Wetzel, Hammerschmidt, & Zablah, 2014). The success of every company is as a result of keeping their customers satisfied with their products and services. This project will examine and discuss various results of successful customer management.
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Customer service prioritization is the pillar of the growth of any organization (Beckers, Risselda, & Verhoef, 2014, p. 3). However, many business executives view the customer service function to have little impact on the actual revenue of their company. Philosophers found out customer relations to be responsible for over 30 percent of total business failure. It is, therefore, essential to address customer relationships as an important aspect of the success of every business.
Purpose of the Study
The primary importance of this project is to explore the impact of customer satisfaction on the actual successful running of any firm. The study will also identify various forms through which effective customer management can be achieved by an organization so as to realize increased revenue from customer satisfaction. The study will focus on different methods of customer management skill employed in a community health center.
The research will conduct an in-depth study of other relevant researchers’ work; data will be collected using various questionnaires filled by both employees and customers. Various observations on the daily routines of handling customers, communications, and problems related to customers will also help in this study. Data collected will consequently be processed using software to eliminate instances of error. Data collected will then be analyzed and discussed in the report.
The nature of this study involves the use of various methods of quantitative data collection procedures to explain the role played by the management team in successful customer satisfaction. In this study, quantitative methods are found necessary because of limited error occurrences and their ability to fulfill the research hypothesis. The quantitative method also eliminates instances of sample victimization and, therefore, favorable for this particular study (Creswell, 2013).
The study may include a regression-discontinuity design to investigate the departments that directly connect with customers and are, therefore, vital to successful customer management. The limited research available on the role of customer satisfaction in the success and or failure of the company also calls for this study.
Being a physical study that involves meeting and talking to different people, I find qualitative methods less relevant because our methods may include questions and direct answers. The study will include the use of questionnaires, research from other scholars, and various interviews (Martin & Hanington, 2012).
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Limitations and Delimitations
The research will include personal interviews of different people with the help of interview questions, however, in some cases, the human response depends on the mood of the respondent. Some respondents may answer questions according to how they feel that particular time other than the reality. It is also important that people have a legal right not to respond to specific issues. Managers may not answer sensitive questions in this case in fear of exploring different experiences with customers.
The study involves customer management practices in the medical organization. It includes finding out customers’ relationship and their value in the organization.
Significance of the Study
Customer management affects the profitability of an organization. However, negligence by managers and customer service staff weakens the service leading to poor customer satisfaction. This research will help address various challenges leading to low customer satisfaction. The research will also help find different measures for customer satisfaction for the smooth and profitable running of an organization.
The research will also improve the general welfare of the community by educating various managers in customer service skills.
- What are the customer-satisfaction skills present in this organization?
The long-term market is possible by companies that can retain their customers. For any customer to come back, they must first be satisfied by the product or service offered by the producer or supplier. It happens where the top management values the relationship with customers and, therefore, able to satisfy them (Peppers & Rogers, 2011).
Customer satisfaction is a concept that has been there since the 18th century, philosophers explain that people strive to maximize and maintain benefit at the lowest cost. It is, therefore, dependent on the supplier who is responsible for delivering the service. Customers tend to stay with companies that offer the best of what matters to them. It is evident that although the primary goal of every business is to provide profits to the shareholders, it is first important to satisfy the customers since all revenue achieved by any company is through customers.
The role of customer satisfaction in any organization affects the real outcome of that organization. Quality customer handling leads to satisfaction; this is the basis of good returns in every company. It is because when customers are satisfied with the product or service, they will buy more products; they also become less price sensitive. It is also critical to understanding that customer retention reduces the need for massive investments that involve advertisements and sales promotions to win new clients.
Beckers., S. F. M., Risselda, H., & Verhoef, P. C. (2014). Customer Engagement: A new Frontier in customer prioritization. A handbook of Service Marketing Research, 8(2), 97-120.
Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods Approaches, New York: Sage Publications.
Martin, B., & Hanington, B. M, (2012). Universal methods of design: 100 ways to research complex problems, develop innovative ideas, and design effective solutions. Beverly, MA: Rockport Publishers. P120-150.
Peppers, D., & Rogers, M. (2011); Customer relationships; in managing customer relationships: A strategic framework Hoboken, NJ: Wiley, 3(2) 230-235.
Wetzel. H. A., Hammerschmidt, M., & Zablah, A. R. (2014). Gratitude versus Entitlement: A dual process model of the profitability implications of customer prioritization. Journal of Marketing, 78(2), 1-19.