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How important is customer service to the success of a company
Importance of effective customer service
Role of customer satisfaction and service quality
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Introduction
An entrepreneur starts a new venture not only to succeed but ultimately to have the venture grow. Before an entrepreneur begins a strategy of growth and building wealth for the venture, several key fundamental puzzle pieces must be in place. This paper will explore five of these fundamentals and describe the importance of each one. It will go on to compare and contrast three growth strategies available to a business.
Improvements
When an entrepreneur brings a product or service to market, it may fill a need and bring customers to the business but the product or service may still need some work. While no product or service may ever reach a perfect state, working toward that goal is one thing an entrepreneur must do before beginning a growth strategy. This ensures the entrepreneur puts the best product or service possible in place on which to base growth.
Working toward putting the best possible product or service into the marketplace may not involve changes to the product or service itself. “The key is to listen to customers and figure out what improvements they would like to see in existing products or services” (Baron & Shane, 2008). Customer feedback offers the entrepreneur the opportunity to make improvements to the products and services the organization offers. Feedback may identify what purchases they make and the value those purchases offers them. Feedback may also help to identify ways to encourage the customers to purchase more from the organization. Based on feedback, the organization could make changes to the product or service that makes it more valuable to its customers.
Feedback based on purchases is not the only feedback an entrepreneur needs to pay attention to when looking to grow. The orga...
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...trepreneur. (2013). Diversification. Retrieved from http://www.entrepreneur.com/encyclopedia/diversification
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However, RLK’s competitors are downsizing and outsourcing R&D and exploiting on the cost advantages. If RLK decides to invest more money into R&D and should the new product stall on launch, they face the danger of becoming bankrupt.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
Customer feedback is important because in this way the company not only found out problems but also gained better knowledge of what customer wanted and demands.
Know your market and competitors before starting your business. Effective research and strategic planning are often what separate the winners from the losers.
Business growth general is assumed to be good; bigger is assumed to be better (Hess, 2011), but if the proper planning is not in place it can lead to a business failure. Beginning a business based on something she loved, and needed in her life Susan Feller made the brave decision to build a successful business by baking and selling gluten-free cakes and desserts. After her retirement she focused on her dream and solving her own issue, finding food safe and healthy to eat for those, like herself, with Celiac disease and gluten allergies, but they also had to be delicious. Feller had some tough decisions to make as a small business owner, would she be able to keep up with the demand, how can she grow her business and what if she decided she had had enough and wanted to close the business? These are all decisions any business owner have to face at one point or another.
Customers and suppliers can provide a deep view, when they complete the 360-degree feedback questionnaire. This creates an opportunity for both managers and providers to better understand each other’s motivations, goals and plans. An obvious action plan would be to compare the 360-degree feedback scores of customers and suppliers with the other scores self, peer, and direct report as evidence of contextual performance such as decision-making (State of Flux).
...ustomers, there are difficulties too, with the first being development of a customer satisfaction measure that has validity. Surveys on customer satisfaction are not reliable indicators of purchase intent or the probability of a repeat business. They are either poorly conceived or conducted, do not measure the right activity or fail to assess satisfaction or relative value many a time (Reichheld, 1996). Another drawback is that, if undertakings aimed at measuring satisfaction of customers overwhelm other indicators of strategic performance such as the ones concerning success of a new product or learning in an organization, the management will likely shift its focus to only the short-term, in turn discouraging risk-taking in the development of products and processes, only leading to incremental improvements as per (the) current products along with service activities.
An important part of owning your own business is making sure that the profits are always going up. This includes the increase of customers as well as sales. There are numerous ways to ensure that a business keeps from either staying stable or decreasing in sales. One way for an owner to grow his business is through expansion, but expansion is not always helpful. A pro of business expansion could be
Without a successful business strategy put in place the company would fail and be unable to compete with competitors. There would be on way of knowing what resources are required. No planning for the future of the business. If there are no targets set out to achieve there would be no way of measuring how successful the company has been.
There are several external growth methods that entrepreneurs may choose for growing their business which are ‘a merger with’ or ‘acquisition of’ other companies.
The article raises the issue of revenue growth stalls that affect even the most successful companies. The article focuses on four major causes of the crisis. The first cause is the premium-position captivity that is”the inability of a firm to respond effectively to new, low-cost competitive challenge or to a significant shift in customer valuation of product features” (p.54). The second reason is the innovation management breakdown that is”some chronic problem in managing the internal business process for updating existing product and services and creating new one” (p.56). Third reason is the premature core abandonment that means “the failure to fully exploit growth opportunities in the existing core business” and “acquisitions of growth initiatives in areas relatively distant from existing customers, products, and channels”(p.56). Finally, the fourth cause is the talent bench shortfall that is “a lack of leaders and staff with the skills and capabilities required for strategy execution” (p.58). Authors emphasize that these causes are mainly within management control since they result from “a choice about strategy or organizational design” (p.54).
Successful entrepreneurs have a clear image of what they want their future to be like. They hold a clear picture of the direction the company should take and have a clear plan of how they will make their vision a reality (9 essential traits of successful entrepreneurs, 2013)
To be a successful entrepreneur, there are steps that one must follow when starting a new enterprise. These steps are termed as the process of entrepreneurial which is the systematic method of preparation of an enterprise that consists of four steps. The four steps are fundamental to the success of an entrepreneur venture. The four entrepreneurial processes includes discovering, assessing and opportunity, developing a business plan, establishing resource needs, and managing the resulting enterprise (Barringer & Ireland, 2010). Each individual step is vital for the start of an entrepreneur venture and for an entrepreneur to achieve their entrepreneurial goals. This paper will discuss the four steps of the entrepreneurial process,
... right people by increasing the awareness about the product, its benefits and drawbacks. This is important for the success of a business.
1. WHY? Develop your "why". As an entrepreneur, not all times you have in business will be perfect. In fact, there will be many, many difficulties along the way. However, if you can develop your why, you can achieve success. Your why must be this personal, passionate, emotional drive that keeps you going, when the world tells you to give up. It is the reason you commit and work so hard. Pushing on when it seems all the odds and world is against you. Your "why" becomes your driving will to wake up and do it again tomorrow.