Case Study SHENG SIONG SUPERMARKET Mission, Vision and Values Our customers are our foremost priority. We...
Fantastic news! We've Found the answer you've been seeking!
Question:
Transcribed Image Text:
Case Study SHENG SIONG SUPERMARKET Mission, Vision and Values Our customers are our foremost priority. We are steadfast in considering their needs and preferences and motivate them to keep coming back, for our brand name is synonymous with: trusted quality, competitive pricing, and personalised service. We strive to be recognised as a retailer who is trustworthy and sincere, through the values that we uphold. Our Mission: We strive to offer communities in which we operate quality products at reasonable prices together with good service in order to create value to our customers. Our Vision: Our Vision is to be the preferred retailer in the market, starting from Singapore and then further ashore. Our Values: We strive to be reasonable, harmonious, responsive & responsible and dedicated. Organisational Culture: Our organisational culture stems from our senior leadership team with a high focus on teamwork, results, and innovation. Our flat hierarchy organisation structure foster close and direct communication between staff and high level management personnel who encourages a "family-friendly", approachable and "open-door" work environment. Creating Customer Value - CUSTOMERS ARE OUR BOSSES. Customers are our top priority and we do whatever it takes to provide the best value and service. Our focus on creating the best value for customers puts heavy emphasis on customer service which strengthens our brand recognition. CEO, Mr. Lim Hock Chee has displayed incessant efforts to leverage on innovation to drive progress and organisational excellence in Sheng Siong Group Ltd. Together with the management team; Mr Lim has created a family-friendly culture and strongly advocates fostering cohesive working relationships across all levels in our organization. At Sheng Siong Group, we take pride in continuous innovation and entrepreneurial spirit with the vision of being the preferred retailer in the Singapore market and expanding our retail network further abroad. We are customer-centric and strive to serve the needs of our customers. Mr Lim has a strong belief of challenging himself and his advocates to achieve greater heights for the company. This culture permeates throughout our organisation and is imbued in every employee Sheng Siong is a customer centric organisation and we always advocate the oldsaying of "Customer First" & "Customer is our Boss". Customers' Needs are constantly our utmost priority and we put in conscientious efforts in strategic planning to focus on improving our customers' shopping experience and the quality of our product offerings. Our outlet-centric approach of identifying the customer demographic profile will determine the stock variety and promotion activities catered to individual outlet. Our group is constantly engaged in market surveys to tailor our products and services, maintaining a competitive edge in the retail market. We DO NOT HAVE any "loyalty card or membership card. At Sheng Siong, we strive to provide the best value to our customers. Instead of administering costs heavy loyalty programmes, we believe in translating these benefits directly by giving our customers the best bargains through every day-low-prices, safe and quality products, and excellent service. We work closely with our partners like the credit card companies and banks to provide rebates to our customers. Examples are the "BOC Sheng Siong Visa Card", "Diners Sheng Siong Credit Card", "POSB Everyday Card" and "Citibank SMRT Platinum Visa Card". 1. Company's Existing CRM Effort a) Company Analysis i. Is the company's mission statement relationshiporiented? Discuss why or why not. ii. Describe the company's culture ii. iii. Does it fulfill that of a relationship-oriented organisation? iv. Are the staff relationship-oriented? v. What is/are the social competency (ies) that the staff possess? vi. What other customer service skillsets do they possess that result in good customer experience? vii. How does the company engage in dialogues with its customers? viii. Are they effective? ix. Give examples to support your discussion. b) Relationship Marketing Activities i. What are the retention strategies, such as loyalty programs, membership programs, etc., that have been implemented by the company? ii. Are they effective? iii. Give examples to support your discussion. c) Principles of CRM i. Explain any TWO (2) principles of CRM that the company has demonstrated. ii. Support your discussion with examples. d) CRM System i. ii. In your opinion, do you think the company will benefit from implementing a CRM system? Provide reason(s) to support your discussion. Case Study SHENG SIONG SUPERMARKET Mission, Vision and Values Our customers are our foremost priority. We are steadfast in considering their needs and preferences and motivate them to keep coming back, for our brand name is synonymous with: trusted quality, competitive pricing, and personalised service. We strive to be recognised as a retailer who is trustworthy and sincere, through the values that we uphold. Our Mission: We strive to offer communities in which we operate quality products at reasonable prices together with good service in order to create value to our customers. Our Vision: Our Vision is to be the preferred retailer in the market, starting from Singapore and then further ashore. Our Values: We strive to be reasonable, harmonious, responsive & responsible and dedicated. Organisational Culture: Our organisational culture stems from our senior leadership team with a high focus on teamwork, results, and innovation. Our flat hierarchy organisation structure foster close and direct communication between staff and high level management personnel who encourages a "family-friendly", approachable and "open-door" work environment. Creating Customer Value - CUSTOMERS ARE OUR BOSSES. Customers are our top priority and we do whatever it takes to provide the best value and service. Our focus on creating the best value for customers puts heavy emphasis on customer service which strengthens our brand recognition. CEO, Mr. Lim Hock Chee has displayed incessant efforts to leverage on innovation to drive progress and organisational excellence in Sheng Siong Group Ltd. Together with the management team; Mr Lim has created a family-friendly culture and strongly advocates fostering cohesive working relationships across all levels in our organization. At Sheng Siong Group, we take pride in continuous innovation and entrepreneurial spirit with the vision of being the preferred retailer in the Singapore market and expanding our retail network further abroad. We are customer-centric and strive to serve the needs of our customers. Mr Lim has a strong belief of challenging himself and his advocates to achieve greater heights for the company. This culture permeates throughout our organisation and is imbued in every employee Sheng Siong is a customer centric organisation and we always advocate the oldsaying of "Customer First" & "Customer is our Boss". Customers' Needs are constantly our utmost priority and we put in conscientious efforts in strategic planning to focus on improving our customers' shopping experience and the quality of our product offerings. Our outlet-centric approach of identifying the customer demographic profile will determine the stock variety and promotion activities catered to individual outlet. Our group is constantly engaged in market surveys to tailor our products and services, maintaining a competitive edge in the retail market. We DO NOT HAVE any "loyalty card or membership card. At Sheng Siong, we strive to provide the best value to our customers. Instead of administering costs heavy loyalty programmes, we believe in translating these benefits directly by giving our customers the best bargains through every day-low-prices, safe and quality products, and excellent service. We work closely with our partners like the credit card companies and banks to provide rebates to our customers. Examples are the "BOC Sheng Siong Visa Card", "Diners Sheng Siong Credit Card", "POSB Everyday Card" and "Citibank SMRT Platinum Visa Card". 1. Company's Existing CRM Effort a) Company Analysis i. Is the company's mission statement relationshiporiented? Discuss why or why not. ii. Describe the company's culture ii. iii. Does it fulfill that of a relationship-oriented organisation? iv. Are the staff relationship-oriented? v. What is/are the social competency (ies) that the staff possess? vi. What other customer service skillsets do they possess that result in good customer experience? vii. How does the company engage in dialogues with its customers? viii. Are they effective? ix. Give examples to support your discussion. b) Relationship Marketing Activities i. What are the retention strategies, such as loyalty programs, membership programs, etc., that have been implemented by the company? ii. Are they effective? iii. Give examples to support your discussion. c) Principles of CRM i. Explain any TWO (2) principles of CRM that the company has demonstrated. ii. Support your discussion with examples. d) CRM System i. ii. In your opinion, do you think the company will benefit from implementing a CRM system? Provide reason(s) to support your discussion.
Expert Answer:
Posted Date:
Students also viewed these marketing questions
-
Planning is one of the most important management functions in any business. A front office managers first step in planning should involve determine the departments goals. Planning also includes...
-
Read the case study "Southwest Airlines," found in Part 2 of your textbook. Review the "Guide to Case Analysis" found on pp. CA1 - CA11 of your textbook. (This guide follows the last case in the...
-
The stator of a 220-V, 60-Hz induction motor has 12-turn coils. You wish to re-wound it for working at 380-V, 50-Hz. While maintaining the flux same as of original motor, calculate the number of...
-
In 2014 Landon has self-employment earnings of $195,000. Compute Landons self- employment tax liability and the allowable income tax deduction of the self-employment tax paid.
-
A graphing surprise. At time t = 0, a burrito is launched from level ground, with an initial speed of 16.0 m/s and launch angle. Imagine a position vector continuously directed from the launching...
-
How is social media depriving protected classes of their civil rights?
-
Poco Company purchased 80% of Solo Companys common stock on January 1, 2010, for $250,000. On December 31, 2010, the companies prepared the following trial balances: Required: Prepare a consolidated...
-
Explain the concept of backup lifecycle management (BLM) and the implementation of tiered storage in backup infrastructure. How does BLM optimize backup retention policies and data access performance...
-
A random number generator picks a number from 5 to 41 in a uniform manner. Round answers to 4 decimal places when possible. a. The mean of this distribution is b. The standard deviation is c. The...
-
8.21. In a regression analysis of on-the-job head injuries of warehouse laborers caused by falling objects, Y is a measure of severity of the injury, X, is an index reflecting both the weight of the...
-
A retiree is paid $1800 per month by an annuity. If the income is invested in an account that earns 4% interest compounded continuously, what is the future value of the income after ten years? (Round...
-
A 6.95% coupon, 9.0-year annual bond has a yield to maturity of 3.96%. Assuming the par value is 1,000 and the YTM does not change over the next year, Compute the following: A. Price of the bond...
-
You need $23887 in 3 years. If you think you could earn an annual rate of 11.61%, what would be your required monthly deposit to meet your goal? Round to 2 decimal places. Include a dollar sign ($)...
-
An annuity earning 0.5 % per month, compounded monthly, is to make 35 monthly payments of $1100 each, starting now. What is the present value of this annuity? Round your answer to two decimal places....
-
Select four (4) works of the first half of 20th century American art. For each work of art: 1. List the artist, date and title. Write a paragraph that discusses the visual elements in the art work...
-
Describe the general ways that the revised Form 990, applicable for tax year 2008 and beyond, is different from previous versions.
-
What are the basic forms of international business activity?
-
Explain the importance of understanding international business.
-
Does your college or university have any international programs? Does this make the institution an international business? Why or why not?
Study smarter with the SolutionInn App