Dr. Johnny D. Magwood

Technology – The Great Bridge Builder!

Let me share my perspective on supplier-customer trust and the supplier's responsibility to assist the parent company's desire and business needs to resolve customer complaints. A half dozen years ago Muthuraman, Sen, Gupta, Seshadri, and Narus (2006), discussed the following: "tectonic shifts that...

Relationship Marketing and Virtual Communities Means Value Added

In progressive organizations, leaders are beginning or have already realized that scientific management in not the only management practices to improve market share, revenues, and profits. Such organizations have embarked upon a corporate cultural transformation to embrace market oriented behaviors. In doing...

Future Implications of New Technologies on Businesses

Future technologies will have far reaching implications as to the manner in which organizations are structured, operate, and transact day-to-day (24 hours per day) business; with all levels of stakeholders: B2B, B2C, C2C, and C2B. Software and wireless technologies will focus on: enterprise...

Southwest Airlines and Walt Disney: Comparing to Determine Their Success

Southwest Airlines Southwest Airlines is a standard-bearer for low cost carrier initiatives. The original founders, Rollin King and Herb Kelleher, started a different kind of Airline Company 37 years ago. King and Kelleher began with one simple notion: if an airline can get its...

Virtual Teams

Benefits Growth of the global markets and evolving businesses demands generates an institution of geographically dispersed virtual teams (McLean, 2007). Virtual teams operate in a global marketplace driven by competitive business pressure and customer demands for quicker and more innovative products and services....

Global Socio-cultural Expectations on Ethics

Home organizations must assess the cultures and values of other nations where they do business. It is naïve to think that a set of business practices that work for a specific nation will also work or be transferable for a different nation (Newstrom &...

Comparing and Contrasting Three Business Evaluation Methods

There are a number a ways to define organizational value; however, whatever the definition, the ultimate outcome is to generate shareholders value. One method to determine organizational value is to synchronize human and complementary capital. As such, corporations have identified the essence of...

Kraft Foods Inc. – Marketing and Managing the Customer Relationship

The globalization of the food industry has revolutionized the processing and distribution of food products in a manner that distinctly separates food production from food consumption (Murdoch & Miele, 1999). Given this circumstance, the bonds between productions and consumption are heterogeneous and consist of...

Are You Paying Attention to Your Contractors, Vendors, Account Executives and Customer Complaints? If...

The manner, in which CRM is entrenched and expressed in an organization, is contingent on how each business unit and the corporate culture understands and supports a CRM platform. Firms who maintain a CRM report card on contractors and vendors (internal and external;...

Porter’s Value Chain – the Five Force Model & Four P’s

When a marketer applies Porter's value chain model to express relationship-marketing, the data may contain information on a company's intangibles and elements of Porter's Five Force Model. If applied appropriately, a company can utilize Porter's models to create a competitive advantage. A...

Negative Emotional Appeals in Advertising

Negative appeals in advertisements challenges the theories established by practitioners and academics on the grounds that negative emotional applications have a place in advertising. The main driver for delving into the importance of negative emotions, as a means of advertising, has to do with...

If Customer Service Were a Lacrosse Game

Great service, like the game of lacrosse, founded by the Native Americans, can be extremely demanding. Both require having a game strategy, a set of well-practiced techniques, and the right equipment. Both customer service and lacrosse are team sports with different players performing specific...

Trust, Value, and CRM are Inextricably Linked – No Different than Water is to...

Researchers suggested that collaborative customer relationships can promote long-term value creation for both suppliers and customers. Under the customer value management ideals, the duration of value sharing is considered a manageable customer relationship performance metric. As supply firms generate value generating strategies and tactics,...

What Do Consumers Favor: Quality Commodities or Value?

Researchers suggest that customer satisfaction and a company's stock price should be connected. If not, marketers would have to reassess how the capitalistic market theory is positioned to work. Empirical information points to the fact that a constructive relationship between customers and companies...

Marketing And Reputation Must Coexist; If Not, You Fail – Period!

There are two opposing marketing strategies; standardization versus adaptation of product offerings. Standardization means selling essentially the same product in all markets. Standardization links to economies of scale and established benefits associated with designing, manufacturing, and distributing products in multiple countries. However, offering the...

Corporate Ethics – It’s About People And The Environment

In 1833, Marcus Samuel who founded Shell Oil, as a shopkeeper, Samuel elected to expand his business to perform import and expert trading with the Far East (Shell.com, 2007). During that time, the demand for oil centered on lighting fuel and lubricants; however, in...

Is There A Connection Between Corporate Ethics and Customer Relationships?

Every corporation should be adamant about developing and sustaining an ethical business culture. Moreover, corporate executives must demonstrate ethical examples and ensure their employees follow their behaviors. As asserted by Mulki, Jaramillo, and Locander: "there is also an increased awareness that unethical behaviors,...

Elements of Market-Orientation

Many practitioners agree that market orientation is the essence of modern marketing management and strategy. The difficulty of market orientation resides in the fact that no one has specifically linked marketing management to measuring the implications of business profit and loss performance. To date,...

Rugby Player in a Tuxedo

Mazda is amazing. When they wanted to create a brand new high performance car targeted for young upwardly mobile Japanese car buyers, they put together a special group of employees who would design, manufacture, deliver and sell it. According to Kim Clark...

Ubiquitous Corporate Arrangement

Corporate decision support systems (DSS) date back more than 40 years. Many DSS were developed in organizational silos, and therefore, were not integrated across divisional or departmental business units. However, there has been success in Customer Relationship Management (CRM) strategies that produce systems that...

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