Customer Relationship Management of Coca Cola

Customer Relationship Management of Coca Cola Customer relationship management is managing the interactions between the  customers, clients ,sales prospects and the company. CRM needs technology to organise sales activities, marketing, technical support and customer service. The Aim is to find new clients, retain the old customer those the company already have and reduce the cost of marketing and the service provide to the customers. CRM shows the company strategy including the customer interface department and other departments. (Buttle, 2000) Customer relationship management is the development and maintenance of mutually beneficial long-term relationships with strategically significant customers. CRM support the relationship between a business and its customers are to Acquire Enhance Retain Relationship marketing that views customers as assets and emphasizes retaining customers by nurturing and sustaining a relationship with them. It involves building the value for the customer and giving the perception that the company and the customer are partners. Relationship marketing creates bonds with customers bu fully understanding and responding to their needs, requirements and problems with customized personal service. Marketing Mix is used to indicate the integrating of several variables to satisfy specific consumer needs. The task of the marketing manager is to form these variables into marketing mix that meets the needs of each consumer group or market segment targeted by the company. The most widely used marketing mix is the Four Ps Product Price Promotion Place QCI Model Introduction on Coca Cola Company Coca cola is the world largest beverage company. They sell their products over 200 countries and over one billion of their products is consumed each day. Maintaining the finances and logistics is the crucial task. Coca Cola started using a system called the legacy system which found to be very inefficient. This system was generating high cost and was not user friendly. All the finical plans are entered manually and used to re entered for updating the information.  Ãƒâ€šÃ‚  When Coca cola expanded this became more crucial for their success.   Coca Cola need a far more advance business management system. So Coca Cola decided to use SAP Strategic Enterprise Management.  They implemented SAP financials into their business in order to handle the financial processes of the corporation. SEM provides Business Planning Simulation for finances, Data Warehousing for information collection and data analysis, and can also generate financial reports and monthly sales forecasts.     Ãƒâ€šÃ‚   QCI Model for Coca Cola Company Business strategy of Coca Cola is Think local, act local.  The integration between the local bottlers and delivery to the customers is crucial to the companys overall efficiency and keeping the customers satisfied. Full-service vending, Direct Store Delivery (DSD), and equipment services are very important for bottlers business operations and profit centres.  DSD gather customer information to distributors. With that specific data they improve cost control in delivering products.   They receive request from Sales representatives, Mobile device and Service staff. With these details the store can respond easily to the customers and make the process more efficiently. The RFID gives feedback that benefits research, marketing and product development We can improve customer service and satisfaction using better CRM. Using advance CRM we can get the required information of the customer. IT system again collects all the data and analysis them and provide information to provide a better product that suit the customer needs. Using SAP CRM system Coca-Cola was able to achieve their goal of customer focus. The CRM helps the existing processes and also improve the new functions to satisfy the customer. These kinds of CRM help updates and improve the market share for the computer and create a better name with the customer and also reduce the cost for transportation.  Ãƒâ€šÃ‚   The CRM in Coca Cola also handle customer service support where you can direct talk to the person in the company for problem with the product. They have different type of service all around the world. They provide the customer service not only through feedback, email and telephone but also through monitoring and many types of analysis. So by this collaborative CRM, Coca Cola has provided efficient customer service to gain customer satisfaction. Coca Cola was able to continue to grow with the demands as they were able to provide to their customer needs. They always focus on to satisfy the customer needs with the new infrastructure of CRM,ERP and well maintained SCM system they were able to achieve the goals which they really needed to satisfy the customers. By this way there were able to be in the top in the beverage industry. They are still facing a lot of problem to be in the top position but well maintain CRM will never lose the position. (E.Neville Isdell 2005), As we have always done in the past, I know that this industry will rise to the occasion. Coca Cola has taken many steps to win back the customer and to retain the existing customer. They have created a fan page in Facebook which became a very popular with the customers and when they are connected to Facebook, They can actually keep on getting update on recent action by Coca Cola. They can send group message in Facebook. Can gain feedback from customer and provide solution online. Coca Cola is able to advertise in Facebook and gain more customers through the social site. Coca Cola also can gain all the details of the customer from the Facebook page and provide appropriate personalized service to gain more customer and also retain the existing customers. These kind of social networking site help the company to be closer to the customers. Marketing and Advertising in these kind of site will also help the company to grown better. Some of the company does not accept this fact but Coca cola established their Facebook fan page in the third quarter of 2008 by the mid of 2009 there were around 3.4 million fan. But this fan page was created by a Coca Cola fan after much consideration Coca Cola used it as a promotion page and a place where they can build a relationship with the customers. Coca Cola gained a idea and used this Facebook page as a promotion page and was able to gain information from the Facebook wall and provide promotional offers to the customers. They created many ways to keep in touch with the customer by creating Application online for computers and mobile phone. They also provide exclusive sneak peeks for the customer in Facebook. Coca Cola was able to maintain this Facebook page and gather the required information and be in contact with the customers. The company able to attract all the customer, When you go to the Facebook wall page you can see all the language. From this we can see that the company is able to build a good name in all the countries. Coca Cola is the second largest fan page in Facebook as they are around 3.4 million fans in it. When we calculate the number of members join per day would come around 3500. So Coca Cola through this is the best way for promotion and gaining the customer feedback. Coca Cola was able to bring a new innovate vending machine with fountain dispenser called Freestyle. In this the customer can customize their own drink from 100 combinations and this was the first time they can have provide 100 combinations which are not introduced before. The most important about the freestyle vending machine was it is connected to SAP system. So it collect all the customer data and stored in CRM system. It also identifies if the freestyle machine needs to be refilled or not. So they can easy refill it and it also uses the RFID. The Vending machine also has major disadvantage when there is out of stock of the item. Customer can easily choose other product so Coca Cola has to main there strategy in this to maintain the stock and to gain the customer satisfaction. So vending machine should be place in appropriate place where there is easy access of refilling and places where we can cover a lot of customers. We can also find out which products which has sold more and the product which is contribute more profit. We can provide many different products to the customer by giving different product at same day. This is the best way to sell the product more effectively. We can use credit card to pay for the drink which can also provide loyalty points so we can get a free product once a while. It can also identify your drink with the card and you can easily select it and pay for it. This is all built in the vending machine so it is more user friendly for the customer to order and get their favourite drink easily. This is how Coca Cola is able to attract more customer and provide the customer what they required. Coca Cola is trying to take a bigger step by creating a beverage on the spot for the customer and not to put it in a vending machine. Customer can select the required ingredients with a touch screen and we can track the inventory and the customer favourite product so we can serve the customer the better. This is a major operational CRM used attract customer into the company. This is a major step for Coca Cola but being the leader in beverage they need to take necessary step and new innovative idea to be in the top position. Coca Cola has started a new marketing environment by providing a unique pin number in the bottle which can be used to save 75 cents of the mobile bill. They can also gain point for icoke from this system. So this is one of the best marketing techniques to gain customer by giving offer to their daily use products. Coca Cola has worked on this strategy and made some more advance option in it and applied it to United Kingdom. Where you can get the redeemed instantly with the wireless service and get some credit of the minutes. Coca Cola customer gain icoke points from this way and they can use these points to purchase tickets and get some discount on direct purchase. Coca Cola has also joined with Mc Donalds and provide varies offer in purchasing a meal. These kinds of offer revoke the customer and make them purchase the drink. Coke also sells four out of five drinks in all major countries so consumers are able to select and purchase the drink with selected offers. Coca Cola has done one of the best marketing with the Air Bonus. It does not have any back office work. Customer can get the discount instantly without any problem. Mobile phone is a daily use product which helps the customer more. The phone is used a like a loyalty card. They also create a lot of contest online and make customer to play for exiting prize. This kind of action revokes customer to purchase coke. Customers Go Better With Coke As Coca Cola is working on this kind of strategy by creating a Fan page and using a better CRM and SCM process they are able to serve the customer easily and personalizing each customer needs and providing drink according to their taste. This kind of promotion can create word of mouth in office and other entrainment centre where people can take a time out and have some drink and talk about it in online and provide valuable feedback. This can create a major buzz in about the product and help expanding bigger. We can attract new customer with this kind of CRM strategy and retain the existing customer. We can also win back the customer by creating personalizing service. My view on Coca Cola While expanding the company they started to use advance CRM strategy which help the company to grow better and Coca Cola also understand the customer needs and provided innovative vending machine like freestyle made the customer to like Coca Cola. They provided exiting offer to the existing customer with icoke points and discount in phone bill. They used the IT system to get feedback and also made a quality monitoring in customer service made the customer more satisfied. They also used Facebook Fan page as a biggest promotion centre and provided some seek peek for customer. Coca Cola fan page is the second largest fan page in Facebook. We have used the QCI model on this case study to clearly study the Coca Cola CRM process. Conclusion The overview of this case study clearly provides information that using advance CRM strategy help Coca Cola to achieve their goal without losing their market. They were able to provide offers and started some contest online to play and win exiting prizes. They have created a freestyle vending machine where a customer can make his own drink from 100 combinations. This was one of the biggest step for Coca Cola. They were able to do online promotion in one of the top Social networking site. There were able to gain the largest number of fans in it. Coca Cola is able to collect data from vending machine, mobile, Customer service, online network and provide solution and give personalized service to the customer. Coca Cola is able to win back there customer with the new freestyle vending. Coca Cola is able to manage their top position in beverage with their advance CRM process.

Handwashing Study Essay

The hands are the most used body organ and are exposed to pathogens at a higher level than any other part of our body. For humans to maintain a state of good health, we have to reduce the transmission to these pathogens. One proven method to interrupt the transmission is by maintaining hand hygiene. The objective of this integrative review was to examine the relationship between hand washing and incidence of health care associated infections (HCAIs) in healthcare settings and provide evidence based recommendations for the future directions for health care providers to prevent infections. Importance of maintaining hand hygiene Evidence to support the importance of hand hygiene in infection prevention dates back to the early 1800’s with Ignaz Semmelweis. The significance of limiting the spread of infections has been emphasized from the days of Florence Nightingale. HCAIs acquired during hospital stays might affect up to 10% of patients in the USA. The World health Organization (WHO) published national guidelines for hand hygiene in healthcare to increase patient safety and limit the spread/exposure to organisms. Medical personnel frequently skip hand washing between patients either because they were not near a sink or they just didn’t have the time. Compliance for hand hygiene by all healthcare workers on average is 50%. Literature review I reviewed five journals on hand washing. Makie et al. (2013) identifies 4 primary objectives to prevent infection that all need to be used in parallel: (1) hand washing; (2) protective barriers (3) decontamination of the environment, items and equipment used for patients; and (4) antibiotic surveillance. One used with the other three will put your patient at risk for exposure. Despite an extensive amount of research/data and evidence supporting these interventions, healthcare workers’ translation into their daily practice is lacking. The writer promotes compliance and consistency of these objectives to control the spread of infections within their healthcare environment. According to Hiremath et al. (2012), hand washing is one of the most effective means of preventing infections. The author feels â€Å"it’s a personal vaccine†. To foster support of the hand washing initiative on a global level we must raise awareness of its importance. People need to  be educa ted and understand the risk of not washing their hand, when to wash their hand (after toilet use, diaper changes, food handling, or visibly soiled) and how others can become exposed to organisms. They also need to understand the proper technique. Beggs, Sheperd et al. (2008), study used the Ross-Macdonald model to apply hypothetical data to a medical ward. This model simulated the transmission of staphylococcal infection by contact from colonized hands of heath care workers. The aim was to evaluate the impact of imperfect hand hygiene on infection. The study concluded that hand hygiene was an effective control measure, but little benefit was found for high levels of hand washing (>50% norm). 40% compliance was found to be enough to prevent an outbreak. Borges, Rocha et al. (2012), provides recommendations on improving hygiene inside the hospitals by promoting routine observation and feedback to healthcare workers. They promote implementation of a campaign: (1) repeated monitoring of compliance, (2) performance competency, (3) education, (4) visual cues and compliance feedback. These procedures by hospital will have been highly cost effect/justified. Inamulhaq & Haq (2012) obs erved hand washing among medical and paramedical professional in clinics. These authors also felt that hand washing was valued as an intervention to prevent infection but was often skipped. They promote staff education/training and soap dispensing tools/washing station insertion. They also suggested that senior team member set an example for all staff on proper techniques. I feel that the articles by Borges et al. (2012) and Makic et al. (2013) well support hand washing initiatives we’ve found in research to be effective when implemented. As clinicians we find ourselves asking the â€Å"5 W’s† when we are faced with evidence that will drive our daily practice. They pull together the WHAT hand washing it, WHY we do it, WHEN and WHERE it should be done and by WHOM. The other four articles also support the findings but don’t have the complete package with all the elements need to support clinical compliance. The article Borges et al. (2012) had the best research design of all five. It was a quantitative research study with meta-analysis synthesis over a 12 month period. It has well-defined hypotheses that the 2 observers were aware  prior to the start of the data collection period. The method of data collection was observation only. The sample size was large enough (52 sessions and 119 opportunities) to provide statistical significant data for an effective conclusion to be made. As I compare these five articles with the national guidelines review they all have the same element that hand washing is essential to the reduction of infection. The national guideline encouraged cleaning of patient environments, health care education, cueing for compliance, competency monitoring and documentation surrounding staff training. Conclusion Evidence-based nursing practice is essential to the delivery of high-quality care that optimizes patients’ outcomes. Hand hygiene is one self-care practice that can go a long way in keeping many ailments at bay for both the healthcare worker and the patient. Healthcare workers should work relentlessly in promoting the self-care practices, holding their peers accountable if they aren’t compliant and hardwiring this practice into daily operations. This is a simple task that has some many benefits. As me move forward with federal reimbursement, healthcare organizations will see a decline in their reimbursement for care if patient get infections while hospitalized. So it all starts with us as healthcare workers to break the mode and start setting a good example by adhering to these simple hygienic practices of hand washing. References Beggs, C.B, Sheperd, S. Kerr, K (2008). Increasing the frequency of hand washing by healthcare workers does not lead to commensurate reductions in staphylococcal infection in hospital ward. BMC Infectious Diseases; 8(114) Hiremath RN, Kotwal A, Kunte R, Hiremath SV, Venkatesh (2012). Hand Washing with Soap: The Most Effective â€Å"Do-It-Yourself† Vaccine? Natl J Community Med; 3(3):551-4 Lizandra Ferreira de Almeida e Borges, Lilian Alves Rocha, Maria Jose Nunes & Paulo Pino Gontijo Filho. (2012). Low Compliance to Handwashing Program and High Nosocomial Infection in a Brazilian Hospital. Interdisciplinary Perspectives on Infectious Disease; Article 579781, 5 pages Makic RN, Martin, RN, Burns, RRT, Philbrick, RN & Rauen, RN (2013). Putting Evidence Into Nursing Practice: Four Traditional Practices Not Supported by Evidence. Critical Care Nurse; 33(2):28-43 Mirza Inamulhaq, Azis S.A., Haq S.M. (2012). Role of Hand Washing in Prevention of Communicable Diseases and Practices Adopted in Private Clinics. Canadian Journal of Applied Sciences; 2(1): 196-201

Duty of care Essay

1.1+1.2 Sometimes individuals may want to do something which could be a risk to their health and safety. Being a staff member means having a duty of care to that person, it includes doing everything possible to keep them safe, but also having a duty to respect the individuals rights and choice, therefore there is a dilemma. It could be that the individual no longer wishes to use their walking frame, but their care plan states that they need it to move from place to place and as a member of staff, their responsibility is to ensure and encourage the use of the walking frame for the individual. In this scenario a risk assessment could be carried out to ensure that it is managed as safely as possible. The risks would need to be explained that are involved to the individual and make sure they understand. The staff could come to a compromise, to use a stick for a while instead, to see how they managed, then monitor the situation. All this should be documented including any risk assessment carried out. If the individual still insists on walking unaided they should sign to say they are aware of the risks involved. Another scenario could be that an individual refuses to take their medication. Remind them of why they take the medication and it’s benefits and again advise them of the risks involved in not taking their medication. If they still refuse, ensure this is noted on their medication record and reported so others are aware if a problem occurs. If the individual insists on doing something which is unsafe or risky that is their choice it must be respected as it’s their right, but there is a duty of care to uphold and everything must be done to keep them safe for their individual’s rights. Conflicts could arise between staff to staff. One staff member may think that there is an issue. An example of this is that a member of staff may think a child is a slow developer, and may need additional support to help them, such as with their communication skills. Another staff member may think that there is no issue the child is just developing at their own pace and that it is normal. Everybody has individual rights, they have rights against the duty of care therefore children and parents have the right to privacy, but it is the staffs duty of care to safeguard, therefore any concerns that may arise about abuse would override their privacy, as the duty of care is much stronger. This has the dilemma of making parent feel  that the staff has taken the duty of care too far, as the duty of care has been overridden their right to privacy, their right still exists to only knows that need to no. It is important that issues are raised in such way that shows concern for a child, and not criticising a parent/carer. If a discussion needs to take place, it needs to be where the staff and parent are alone to remain confidentiality with a clear focus on the child’s best interests. 2.3 There are many organisations that are in place to get additional support and advice about conflicts and dilemmas. Learning support is one of these, having learning support in the setting for children with learning difficulties can be a great help, however if the child does not want to seek the help, the staff can only advise them, not force them, however having them in the setting the child would then know they can seek help from them when needed. Speech and behavioural therapists are another additional support for those with speech impairments and behavioural problems, these can come in the help children communicate and feel a part of the setting, and not feel ‘different’ from others around them. The setting can seek advice from child protection, as if there is a worry about a child, the manager can contact them for advice on what to do and if the concern is a serious matter that needs to be taken care of immediately or not. 3.1+3.2 If a parent/guardian has an issue to raise that involves their child or any aspect within the nursery, they should report this to the manager of their child’s room as soon as the issue occurs. All effort is put it to solve issues that are raised in the setting, complaints can be written or verbal, written complaints are usually replied within three months. There is a framework which the issues will be dealt within. A matter relating to a child may be discussed between the parent and child’s key person or their room manager. If a complaint is remained unsolved, the matter will be raised by the childcare services manager with the appropriate authority and the parent will be kept informed on the progress at each stage of the procedure. If a parent arrives in the setting with a complaint the practitioner should establish if this is something they can deal with personally. If it is, they  can deal with it there and then or make an appointment to see the parent if they are currently otherwise occupied. If it is a matter that needs to be dealt with by a more senior member of staff then the parent can be referred in that direction. When a complaint arises, the setting should find a way to prevent this from occurring again and find solutions to overcome the situation. When dealing with complaints the staff member should always remain polite and see the parents point of view. They should take responsibility for what has occurred by understanding and taking control of the situation. Notes could be taken down for reminders what complaints have been received before and these documentations be kept in a secure place, the complaints that are made from a parent should be kept confidential regarding if it is to do with their child or the setting itself.

Football And Aristotle s Philosophy Of Friendship

Friendships are a main aspect of what we seek for in life, for Aristotle says that â€Å"without friends, no one would choose to live,† (Football and Aristotle s Philosophy of Friendship, Pg 32). Through excerpts from Gallagher’s â€Å"Football and Aristotle s Philosophy of Friendship†, McMahon’s â€Å"Seinfeld Subjectivity, and Sartre,† Condella’s â€Å"Why can’t we be virtual friends,† and finally Thalos’ â€Å"Why I am not a friend,† we can determine the reasons why we hold friendships so dearly to us. In Gallagher’s essay, he reveals Aristotle’s view that friendship is separated into three types, and what we get from these types of friendships. While in McMahon’s essay we will see the hidden connotations of the show â€Å"Seinfeld,† as well as Philosopher Sartre’s view of how friendships play a huge role in forming our identity. Then going into Condella and Thalos’ ess ay’s, we step back to take a look at if quality friendships can be built on Facebook or if we need â€Å"face to face,† interactions. Lastly we can see many examples in Reiner’s movie of different kinds of friendships and how they affect us. In Gallagher’s essay â€Å"Football and Aristotle s Philosophy of Friendship,† he explains philosopher Aristotle’s conclusion that â€Å"friendship is based on utility, pleasure, a shared commitment to a good, or some combination of the three,† (Pg33). First, what Aristotle means by a friendship based on Utility is that the two people consisted in the friendship will gain something from it. I see this inShow MoreRelatedGreat Minds: The Essential Guide for Teachers7827 Words   |  32 Pagesâ€Å"essential† or Visit: www.tslshop.co.uk/tsl/essential For thousands of free teaching resources visit www.tes.co.uk/teaching-resources www.tes.co.uk Log on and be inspired. WHERE THEORY MEETS PRACTICE A TES Essential Guide Educational philosophies are complex and wide-ranging. In this TES Essential Guide, James Williams, a lecturer in education at the University of Sussex, makes sense of it all. Theory and practice 4 What it’s all about. Bloom’s taxonomy of learning 8 Bloom’sRead MoreLogical Reasoning189930 Words   |  760 Pagesupdated: April 26, 2016 Logical Reasoning Bradley H. Dowden Philosophy Department California State University Sacramento Sacramento, CA 95819 USA ii iii Preface Copyright  © 2011-14 by Bradley H. Dowden This book Logical Reasoning by Bradley H. Dowden is licensed under a Creative Commons AttributionNonCommercial-NoDerivs 3.0 Unported License. That is, you are free to share, copy, distribute, store, and transmit all or any part of the work under the following conditions: