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52 Cards in this Set
- Front
- Back
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CRM
Channel Relationship Model |
The Channels Relationship Model (CRM) is an array of exchange relationships that create customer value through the acquisition, consumption and disposition of product and services.
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Channel members selection process
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Recruitment
Screening Selection Motivating Securing |
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Areas of conflict
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M&A
Repressive control manoeuvers Exclusionary tactics Anti-competitive measures Refusal to trade Resale restrictions Parallel trading Dual distribution |
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Stages of conflict
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Perception
Manifest conflict |
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Channel climate - characteristics
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Coordination and cooperation
Mutual respect Trust Friendship Support and consideration |
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Channel climate - enablers
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Information exchange
Communication |
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Type of power
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Coercive
Non-coercive |
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Non-coercive power
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expert
legitimate referent reward |
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conflict resolution strategies
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Institutional mechanisms
behavioural strategies |
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conflict resolution behavioural strategies
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problem solving
persuasion bargaining politics |
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Four stage of relationship development
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Awareness
Exploration Expansion Commitment |
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Factors to consider in international exchange relationships
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cost
coordination coverage control cooperation |
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Channel conflict response elements
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Areas of conflict
Stages Channel climate Power types Conflict resolution |
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Stages of conflict
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Perception
Manifest conflict |
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Channel climate characteristics
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coordination and cooperation
mutual respect trust friendship support and consideration |
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channel climate is festered through:
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information exchange
communication |
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types of power
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coercive
non-coercive |
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types of non-coercive power
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expert
legitimate referent reward |
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conflict resolution strategies
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institutional mechanisms
behavioural strategies |
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conflict resolution behavioural strategies
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problem-solving
persuasion bargaining politics |
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channel member selection process
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recruitment
screening selection motivating securing |
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channel member selection criteria
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sales
product experience administration risk |
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franchise response elements
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conflicts
benefits CARE |
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franchise conflict
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up-front fee
tying agreements capricious termination encroachment lack of cooperation |
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franchise benefits
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rapid market expansion at low cost
control of franchisee through legal relationship motivated individuals increased cash flow |
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franchise CARE
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communication
awareness rapport expertise |
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transaction cost analysis response elements
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definition
options vertical marketing systems TCA limitations |
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TCA definition
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minimize cost incurred in distribution (negotiation, implementation, monitoring)
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TCA limitation
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bonded rationality
opportunism uncertainty number of firms data impact specificity of assets |
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Strategic alliances response elements
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Why
MERGE Issues |
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Strategic alliances why
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Reduce duplication of resources and efforts
Spread risk Greater economies and efficiencies |
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Strategic alliances MERGE
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market entry
economy risk reduction gain market share expansion |
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Strategic alliances issues
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strategic harmony
action plans to achieve alliance objectives assessing if objectives are met |
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Types of vertical marketing systems
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Administered
Contractual Corporate |
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channel design response elements
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process model
why review process channel design variables criteria |
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channel design - why
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channel design is a key strategic decision
provides marketplace advantage influence marketing mix |
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channel design - variables
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number of levels
number of intermediaries in each levels type of intermediaries |
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channel design - criteria
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expected sales and cost
control and resource flexibility |
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information exchange response elements
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why
definition relationship logistic model fluidity |
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information exchange -why
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key to partnership
info sharing: 2 way, openly, honestly common goals (80% fail because of this) |
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supply chain definition
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right product
right place right time right condition right cost |
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relationship logistic model - input
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natural resources
human resources financial resources |
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relationship logistic model - mediators
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inventory management
transportation management warehousing purchasing packaging |
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relationship logistic model - output
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competitive advantage
efficiency customer satisfaction |
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information exchange - fluidity
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SOMO (sell one make one)
inventory visibility management of product flow flexible distribution JIT manufacturing interfunctional cohesion |
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Factors influencing exchange conviction
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performance outcomes
competitive arena expediancy custom |
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ethical dilemmas
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exclusionary tactics
diverting practices repressive control manoeuvers anti-competitive channel promotions |
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moral codes
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rules based
consequence based experience based |
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ethics response template
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definition
exchange conviction ethical dilemmas moral codes |
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ethics definition
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moral standards underlying exchange relationships
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crm outcomes
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competitive superiority
restrictive ranges character displacement |
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external environment
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competitive
economic legal technological socio-cultural |
