Effective Customer Management Research Assignment

Customer Management
Name
Institutional Affiliation
Customer Management
Today’s market is characterized by high competition calling for the need to have a good customer management approach. The success of a company majorly depends on customer satisfaction. United Parcel Service has ensured that it meets all its customers’ demands through the introduction of more friendly and desirable services. There are many instances in which a customer may be mismanaged. The mismanagement is majorly due to the organization’s inability to see that customer management presents an opportunity for brand recognition and differentiation, market penetration and customer retention. The company must establish a solid performance metric around customer management. In the United Parcel Service (UPS), customer management includes reducing the administration and customer service costs, increasing the customer satisfaction through decreasing total services, improving customer service through segmentation and adopting segmentation as a means to improve channel management. United Parcel Service is always keen on the changing environments and make adjustments to suit the customer needs in all parts of the world. There have been improvements in the customer communication and response to customer’s feedback (Caplice, 2006).
The United Parcel Service (UPS) is faced with one major weakness in customer management. The company has a weak customer service. It is important to state that customer services management plays an important role in the retention of customers and helps in maximizing profits. The weakness is brought about by the company’s lack of enough employees. The company will have to spend a lot of time and resources in order to overcome this problem. The customer service department is a very sensitive area. In a means to reduce costs and improve performance, the company has to hire few experts in the field to handle the section. The company could also hire fresh graduates who will work under the supervision of the experts. The graduates will provide adequate labor at a reduced cost and will aid in upholding the culture of the organization and approach to customer service management (Aneesh, 2014).
References
Caplice, C. (2006). Supply Chain Fundamentals And Segmentation Analysis. Retrieved on 21 Feb ...