Cmr Case

• Our main research objective is to find out what the main reasons are for the poor customer relationship management. The outcome will be better CMR and more loyal customers.

• To find the specifics of the retail companies market in Slovakia and compare it with Spodos organizational culture and values.

• Analysis and understanding of the target market and the customers’ needs and wants.

• Give recommendations for improvements in the CMR.

• Gaining more market share through attracting more customers and building long-term relationships with them.

Research Statements

The reason why we chose to work on Spodos is mainly because of the ease of access to insight information since it’s our colleague’s family business. As the company bases its operation in Slovakia, we also expect to learn more from the international exposure, especially, in term of cultural and industrial differences.

This research is aimed to identify the existing issues of Spodos regarding its services through customers’ feedback. We expect to be able to analyze the existing problems and develop potential solutions to solve those issues in order to improve the overall customers’ satisfaction through technology and innovations while adopting customer relationship management as the key framework.

This research is mainly based on the information of the company services and customer feedback which is provided by Spodos. However, we may request additional information in some specific areas that can potentially be improved.

Research Approach

We decided to use the qualitative approach (observational research) using data collection techniques.

At the very first step, we develop some hypothesis