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Block 3 Long term success ((Relationship marketing, -Defining…
Block 3
Long term success
The politics of business and management
-Analysing
-Managing
Trade Unions
-How to be heard
-How trade unions fit in with employee 'voice'
Importance of quality
-Quality and business sustainability
-Quality management
-Cost of quality
-Quality assurance and control
-Quality systems
Seven key controls to controlling quality
-Histrogram
-Control chart
-Scatter diagram
-Critical service interactions
-Unfair customers
-Types of employees
Improving performance
Operational risk and resilience
-Hazards
-Impact
-Likelihood
-Managing risk
Relationship marketing
-Defining relationship marketing
-Benefits of relationship marketing
-Customer loyalty
-Customer value and satisfaction
-Commitment, trust, customer orientation and communication
-Service dominant logic
-Types of relationships
-Business to business relationships
-Transactional versus relational strategies
Internal marketing
-Benefits
-The role and impact on staff
-Internal marketing communication
-Critical service interactions
-Unfair customers
-Types of employees
Crisis management
-What constitutes a crisis
-Externally and internally generated crisis
-Managing crisis and issues
Measuring success
-Key marketing measures
-Other measure of marketing success
-Using multiple measures
-Time frames in evaluating marketing success
Identifying leadership
-Leadership as -Person/Result/Purpose/Position/Process
Followership
Women in the media
-Media
-Schools
B.