IUBAT- International University Of Business agriculture

And Technology

Assignment on

Customer Service as a Strategy

Submitted By

Keya Yeasmin-19202001

Mishkatul Zannat Mitu-19202007

Sadiya Yeasmin-19202020

Maruf al Hasan-19202022

Submitted To

MD.ADNAN RAHMAN

MKT 301

Sec B

Date of Submission: 19.04.2021

 Introduction:

Assalamualaikum every one. Wellcome to our presentation from Fressia group.

At First ,, I waana be thankful to our hounarable faculty to giva us this opportunity to present
such a topic that is Customer service as a stratigy.

This is Keye yeasmin, lets know about our team mate Mis mitu, sadiya,and mr maruf.

So lets go for the presentation.

So this is how we designed our presentation ,as u can see here.One by one we will discuss about
it.

So our topic is customer service as a stratigy.and this study is mainly based on an organization
which is called Parcel force Worldwide, That is part of the Royal Mail Group Ltd. They actually
compete in a controlled market. When Parcel force suffered losses in 2002, they changed their
strategy in a smarter and more customer-oriented way, and they also made a number of changes
to their overall issues that helped them differentiate themselves from other similar companies
and gain more partnerships.

So….now here we all are concerned about cucustomer oriented way,what does it mean
actually…

The customer orientated approach is a commercial development approach based on the strategy
that puts the customer at the heart of a business development. This is focused at the late 90s and
early 2000s,when the internet began to be used by a large part of the populations and the
companies, Its first appeared in large companies that faced tough competition. This main goal
was to build a win-win relationship with their client so that they are less likely to go the
competition. So here win win is a fact. what does it mean ? Its basically a relationship means
both client and the company will be benefited here. So, At that time the customer –oriented
strategy has become stronger and more widespread at all levels. SO, here Customer orientation is
at three levels .one is customer acquisition 2nd one is sales development and the Last one is
customer loyalty. If we focus on only one of these three aspects, it is not the customer
relationship.

The principle of customer oriented strategy is simple .It’s about choosing the customers of the
company. Those who understand the value that the composure brings them and then conquer , it
develop sales with them and build loyalty.

Now I woild like to call our next presenter Mis Mitu please continue…Thank you every one for
having patience.
Q: 2 How a SWOT analysis can help a business to improve?

Ans:

There are so many options when it comes to assessing the performance of our business that it can
be heard to know which is to choose. SWOT analysis is a popular tool that helps us to assess the
strengths and weaknesses of our organization and identify the threats and opportunities that
could affect our future.

When should we use a SWOT analysis?

A SWOT analysis can be helpful in many areas of our business and we have listed some
suggestion below:

 When setting new business objectives

 To analysis existing strategies
 When planning projects
 When monitoring strategy success
 When planning our marketing strategy

There are no strict rules about where and when to use a SWOT analysis .As a general rule,
they’re useful anytime we would like to assess our current strengths for growth.

How to do a SWOT analysis?

Here are some key questions we could ask for each section-

For measuring strengths we could ask-what’s our unique selling Pont? What do we do better than
any of our competitions? Which aspects of our organization are particularly strong?

 Weakness-
 Which factors cause us to miss out on sales?
 Where is there room for improvement within our business?

 Opportunities:
 Are there any current trends we would take advantage of?
 Is there any local event we would become involved with?

 Threats:
  Do we have any quality issues?
 What are my competitors doing?

Benefits of SWOT analysis-

 It provides a clear view of our strengths and allows us to build on them to meet our business
objectives.
 It showcases our weakness and provides a chance to reverse them.
 It helps us analyze possible threats to our business and make necessary changes to the
business policies and growth plans.
 It facilitates making supplementary or alternative plans and so on.
 It helps us converting our weakness and threats into our strengths and opportunities.

Q. 3. Analyze the different between B2B and B2C.

Ans:

It is possible to anyone to join business landscape, but before we do learning about the industry
and what’s going on is essential. An industry includes both B2B and B2C Business. These two
forms of business are go parallel to each other.

What Does B2B mean?

B2B is short hand for business to business. This team is used to describe a business relationship
between at least two companies. This can be small business, medium size business or large
corporation.

There are several example of B2B business like, Logistic agencies, Advertising agencies,
Software companies, Graphic design services etc.

What Does B2C means?

It stands for business to consumer. This term is used to describe a business relationship between
one company and at least one individual consumer. Example would be like, a travel agency that
sells flights to individual consumer.

Different between B2B and B2C:

B2B and B2c Has a lot of differences, but we just discussed here some critical points.
 1. Different Target Audiences: The audiences of B2B are individual consumer who buys
product and services for personal purpose. But the audience of B2C is narrower and
significant that B2C’s counter parts. Here firm in all sizes purchase products not for
immediate usage, rather than they uses for internal purpose.

2. Decision making process: The decision making process in B2C is usually shorter than
B2B. Here B2B marketers have to deals with multiple distinct target groups with single
enterprises.

3. Sales speed: B2C transaction is commonly faster than B2b.

4. Relationship with customer: B2B has deeper relationship with elements than other.
5. Detailed information Vs. broad description
6. Different content marketing
7. Different marketing Chanel.
8. Larger scale vs. personal use
9. Higher price vs. lower price.

4. Q. Evaluate why it is important for a business to have a strong differentiator in an open

market?

Ans: No Business starts out without the goal of blending in. Yet, standing out from the
competition is one of the biggest challenges for entrepreneur and marketers continue to face.

What is differentiation Strategy?

It’s the way to stand out from the noise and give people to reason to choose business over there.
Legendary Harvard Business School Professor Michal porter defines completions in business as
the struggle to attain a profitable unique position in the market.

Now, we will know why it’s important to have a strong differentiator in an open market. The
goal of a differentiator is to create a competitive advantage or to make my product or service
superior to alternatives on the market. In other words we never want to stand out from the
competition; we want to stand above it.
That’s why it’s important to differentiate our product in any industry, but especially if we are in a
open market with lot of competitor. The goal is to show potential customers what we can offer
that other business cant and why that’s valuable to them.

Kimberly Amadeo breake down competitive advantage into 3 components. These are Benefits,
target audience, and competition. To differentiate ourselves from other, we must focus on this
fact.

Besides making the product service in the market product differentiation is important also.
Because a differentiator translates the product attributes into benefits.

 Its gives the customers reason to purchase the brands product and repeat the purchase.
 It increases the recall value of the product and brand loyalty.

For all these reason a strong differentiator is very important for a business to increase its
growth.

Conclusion

Parcel force Worldwide is a good example How an organization can determine their strategies
by performing SWOT analysis, how a customer-oriented approach can differentiate an
organization from other competitors in an open market, and help improve brand quality and
annual turnover. They also mean the importance of having a defaulter for a company to do
business in the free market.