Ask Question, Ask an Expert


Ask HR Management Expert

The retail landscape has undergone a lot of changes in the last 15-years in Mauritius. The mauritian brand 'Super U' was faced with different challenges: new competitors, customers with multiple credit cards, mounting price competition, all  types of loyalty schemes and declining the loyalty. Super U required to react to this changing environment.
In response, the shop embarked on a program of smarter customer acquisition and retention and service improvement altogether with strategic cost reduction in its processes and a totally enhanced product at its augmented level.
The program needed the redesign of the customer service processes and organization model comprising resizing, a new management structure and a fundamental change program undertaken over two years that is itself part of a longer–term strategy geared for revenue growth on a recalibrated cost based and a robust infrastructure to support the online processes.
At Super U, the internet now provides customers, major accounts and global accounts access to information, ordering capability and support services. It enables:
a) On line information requests (responding to problems and request for information immediately).

b) Catalogs viewing (the ability to access color catalogs and spec sheets while on-line).

c) Price quotation.

d) Provision of payment.

e) Provision of order status and fulfillment information.

f) Completion of surveys or problemnaires.

g) Customer e-mail feedback.

h) Resellers and channel partners access to information, on-line ordering and support services.
The advantages to the customer are clear: sales support for customers; information available 24 hours a day, seven days a week (24x7); real-time order taking and order status; and a cost-effective customer feedback channel. 
ANSWER ALL problemS:

a) Describe the role that Loyalty Programmes play in customer relationship development.
b) By using extensive theories, critically describe the effectiveness of loyalty schemes in building customer loyalty in customer relationship programmes at Super U.

c) Describe the challenges that Super U might have had to face in delivering e-CRM to its customers.
d) By using the criteria that customers use to assess a company’s channel, describe how far Super U has been able to fulfill the requirements and expectations of its customers.

HR Management, Management Studies

  • Category:- HR Management
  • Reference No.:- M96494

Have any Question? 

Related Questions in HR Management

Human resource management class1with baby boomers retiring

Human Resource Management Class 1. With baby boomers retiring now and over the next decade, what should the HR function in firms be doing to prepare for a leadership vacuum? What potential problems do you see these firms ...

Leader profile many argue that the single largest variable

Leader Profile Many argue that the single largest variable in organizational success is leadership. Effective leadership can transform an organization and create a positive environment for all stakeholders. In this assig ...

The paper must be one to two pages excluding the title page

The paper must be one to two pages, excluding the title page and references page(s), and formatted according to APA style as outlined in the Ashford Writing Center Address all of the following parts of this assignment: P ...

Assignment change management planin this assignment you

Assignment : Change Management Plan In this assignment, you will combine the previous four (4) assignments into a proposal that you could present to the executive leadership and board members. You will argue the value of ...

Write a research paper or approximately 750 words reviewing

Write a research paper or approximately 750 words reviewing a leader. This person can be someone with whom you have worked, or a historical or contemporary public leader. Evaluate this leader with respect to the employee ...

Must be apa format 12 point fonttimes new roman minimum of

Must be APA Format 12 Point Font Times New Roman Minimum of 200-250 Words (1Page) Minimum of 2 References Research Topic: Examining the link between human resources, organizational behavior, and leadership. Define Manage ...

1 find at least one case or article online regarding this

1. Find at least one case or article online regarding this topic, and briefly explain the facts of the case, and the determination of the NLRB as to whether the employee was properly or improperly disciplined or terminat ...

Based on your research into a company that you have chosen

Based on your research into a company that you have chosen to analyse (apple is the company), outline, investigate and evaluate the current leadership strategy that the company is using to achieve its key strategic goals ...

Research the organizational structure of the united nations

Research the organizational structure of the United Nations Human Rights Council. What are the goals of the organization? How is it structured to accomplish those goals? Discuss if it is accomplishing those goals and, if ...

In a three-page paper detail the current pressures on the

In a three-page paper detail the current pressures on the U.S. labor relations system-on the corporate side, such issues can be workplace flexibility and employment involvement. Also, examine the current pressures on the ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

A cola-dispensing machine is set to dispense 9 ounces of

A cola-dispensing machine is set to dispense 9 ounces of cola per cup, with a standard deviation of 1.0 ounce. The manuf

What is marketingbullwhat is marketing think back to your

What is Marketing? • "What is marketing"? Think back to your impressions before you started this class versus how you

Question -your client david smith runs a small it

QUESTION - Your client, David Smith runs a small IT consulting business specialising in computer software and techno

Inspection of a random sample of 22 aircraft showed that 15

Inspection of a random sample of 22 aircraft showed that 15 needed repairs to fix a wiring problem that might compromise

Effective hrmquestionhow can an effective hrm system help

Effective HRM Question How can an effective HRM system help facilitate the achievement of an organization's strate