Goals Goals are specific accomplishments that must be accomplished in total, or in some combination, in order to achieve some larger, overall result preferred from the system, for example, the mission of an organization. Going back to our reference to systems, goals are outputs from the system. Strategies or Activities These are the methods or processes required in total, or in some combination, to achieve the goals.
Traditional retailers are speeding to compete on the Internet but web-based customer support services will be critical to their online success. In a survey conducted by PRTM management consulting, 97 percent of sales and marketing executives plan to offer online service support byand another 88 percent believe customer service will be the most important long-term e-business objective.
Given these Internet customer care predictions, live e-care is well positioned to target traditional retailers in addition to the fast-growing e-tail companies. Our ideal client will receive a minimum of 4, messages per month but will be generally ill equipped to handle the rapid surge of e-mail inquiries to their site.
In fact, a recent survey of 91 companies on the Internet showed that: Target Customers We have identified an initial list of target customers within our two target market segments.
All target retailers, whether traditional brick-and-mortar companies or modern e-tailers, have websites, receive a high volume of e-mail, and need to maintain a strong positive relationship with their customers.
Our target client will have an average of e-mails per day; our minimum acceptable number will be e-mails a day. Having secured a number of mid-sized, satisfied clients to testify to our quality and effectiveness, live e-care will focus on attracting larger and more established clients.
Serving a few large clients instead of many smaller clients will allow for greater efficiencies and higher quality customer service based on the assumption that it will be easier to answer e-mails for one client than 50 e-mails for 10 clients.
Our target customers either have poor e-mail support—they did not respond to test e-mails sent—or have indicated that they are overwhelmed and unprepared to handle the volume of e-mail they are receiving. These companies currently do not outsource their e-mail nor do they provide an online chat service to their customers.
Our target market defines online quality customer service as the ability to answer inquiries in a timely and accurate manner at a low cost. These clients need to get their websites up and running quickly and often need third party vendors to assist them.
However, only 1 percent of cybershops currently provide live chat customer support, and 5 percent or less outsource their customer support. E-mail management is not a core competency of these companies. Our target companies would rather devote their efforts to developing company brand equity and selling merchandise.
In addition, live e-care CSRs will be exceptional and of direct benefit to our clients, yet we will deliver our clients from the burden of recruitment and training.
From our initial search on Monster. Retention is also an issue—the average annual industry turnover in the U. With live e-care our clients can be assured of continuity in customer relations personnel and service, without undue distraction from their core business functions.
Marketing Challenges One of the main challenges to live e-care will be convincing retailers, especially traditional brick-and-mortar businesses trying to quickly ramp up their online presence, of the benefits and advantages of outsourcing their customer support. In a survey of companies that currently outsource, the top three reasons for deciding to outsource were to: PriceWaterhouseCoopers reports that 80 to 90 percent of call centers are still in-house.
Our target customers will be those companies who are unsuccessfully handling their e-mail support in-house. There are five important oursource competitors in the e-mail customer support industry: They have a similar business model in that they offer e-mail customer support using third party software vendors and focus solely on web-based customer support.
They were founded in late as an Internet customer support company and have received their first round of venture capital funding early this year. They have not gone public to date. They, too, employ "cyberreps" who respond to 95 percent of e-mail queries within 24 hours.
Their corporate headquarters in San Francisco has about 80 people including reps. They also have a center in Madras, India, where 80 more cyberreps are located. At each location there are two shifts providing round-the-clock coverage.
They offer outsourced Internet customer care through e-mail response services, knowledge management reporting, and recently, voiceover IP. However, they specialize in live chat support. They believe that they provide superior quality customer care.Commercial manager job description The commercial team within any construction organisation is concerned with winning new business, exploring new avenues of activity and seeking opportunities that the company can exploit in its bid to develop and grow.
Below are links to sample resignation letters that you can use to advise your employer that you are leaving your job.
Resignation letter (main page with a lot of advice on how to formally resign from a job and write a letter of resignation). Resignation letter sample formally announcing your. Project Manager. Front End Developer. HR Manager. Product Designer. UX Designer. Data Scientist. Operations Manager.
Read Full Job Description. Plan each pay period as part of an annual Profit Sharing contribution up to a 12% total target if goals are met. Eligibility requirements apply. So you’ve decided that you want to quit your day job and start your very own e-commerce empire. That’s great!
But before you become the next Jeff Bezos (and definitely before you quit your job!), it’s worth spending some time to think about a business plan.
JOB SUMMARY. The Director, Project Management Office will work under the VP of Strategy, PMO, and Business Analytics who works with sales, operations, product, and human resources teams in support of Scholastic Book Fairs 3-year Strategic Plan to grow revenue and operating profit.
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