Research is conducted to understand the impact of digital technology in the business of M&S.
- Examination of research methodologies in order to outline the aims and objectives of M&S.
- Analysis of primary and secondary research of M&S.
- Identification of various stakeholders of M&S and communicating outcomes to them.
- Analysis of own reflection using various research methodologies in M&S.
INTRODUCTION
Technological advancement has revolutionized the activities of firm. In this way, it can be said that sales of the entity can be enhanced if organisation are making the use of process as digitalisation into operational activities. The term digital marketing is very essential to earn the large amount of profitability and productivity. The present report will outline the business activities of Mark & Spenser. It is the global leading brand engaged in the retail sector. The main aim of enterprise is to understand the requirement of the customers. By knowing the needs and demand of the customer in the market the firm can able to manage the resources. The object is to understanding the requirement of customers and deliver them effective services. The main aim of business enterprise is to maximise the profitability so that organisation can able to sustain in market for longer period.
CHAPTER 1
Background aims and objectives
In this way, main goal of any enterprise is to earn the large amount of profitability. Business is able to have improvement in the services when there is support of employees. By understanding the need and requirement of customers they can deliver them good services. The high quality services to customer will maintain the long term sustainability of firm in market. Thus, the main aim is to understand the requirement of customer so that firm can able to deliver the effective services. In addition to this, with the help of technological advancement the firm can able to meet with the objective of enterprise.
Objective & Aim of this research project is
Aim
“To explore the impact of customer relationship management on sales of the retail company- A study on M&S.
Objectives
- To examine the advantage of digital technology over functioning of business enterprise.
- To identify the impact of customer relationship management on sales of enterprise.
- To understand the significant measures of technological advancement to have systematic operation.
- To recommend the suitable ways, helps to improvised operation of firm with technological advancement.
Reason for choosing a research project
I have chosen this research study so that I can able to enhance my knowledge. The main aim of conducting this is to explore the impact of customer relationship management on sales of the retail company. Thus, it can be said it is very helpful in order to have depth understanding about the performance of business activities. I am interested in order to carry out the investigation as to be aware that how technological advancement will be helpful to process business activities effectively.
Research questionnaire-
- What are the impacts of digitalisation to enhance the customer satisfaction?
- How to keep effective relationship with customers by suing technological advancement?
- How business are carried out at the Mark & Spenser of UK?
CHAPTER 2
2.1 Introduction
The Digital technology is helpful in order to stimulate the growth of enterprise in large manner. The technological advancement is essential to cope up with the needs of customers. The Mark&Spenser is global leading brand, engaged in retail sector of clothing. This firm believe in order to provide quality services to customer so that entity can have long-term sustainability in market. In order to maintain the effective relation with customers the firm need to have understanding about the wants and needs of customer in market. Customer relation is the key to get the success to business enterprise. This function will be helpful to process activities of the firm in efficient mode. The business enterprise need to cope up with the long term sustainability in market. By having improvement in the customer relation the revenue scale of entity can also be increased.
2.2 Literature review
This is one of the effective step as it is helpful in order to conduct the effective data. This will be helpful process to determine the long term growth to business enterprise.
To examine the advantage of digital technology over functioning of business enterprise-
The Digital technology is helpful in order to op with the larger functioning of marketing smoothly. In this there are number of tools which are assistive in order to make large contribution in the profitability and profitability graph. In this way, states that it can be true to said that digitalisation has revolutionized the overall functioning of Mark&Spenser. This is helpful to have enhancement in the usage of modernization equipments to firm. This is useful in order to have reduction in cost and time. According to the view of Technological tools as online marketing, social media and other will timely update the customers about the product and services so that business enterprise will sustain in market for longer period. This kind of function are helpful to sustain the market in longer period. Pointed out that technological operation of entity also attract the customer as they are able to give feed back with the medium as social media, mobile technology etc. As per the view of states that digital technology works as to transfers the information from one place to another with the help of satellite and this kind of process helps the communication to survive and grow fast. This kind of function are helpful to sustain the growth of enterprise in larger manner. This kind of function will facilitate the growth to the enterprise. Digitalisation process is helpful in order to provide effective services and to find potential customers. According to the view of states that The strategy function derive as plan of action which will be helpful to achieve desire profitability of enterprise. In addition to this, it can be said that good marketing strategy will be helpful and it will lead to have success in business enterprise. Hence, it can be said that brining development in information system and technology will evolve the number of changes in the current trends and pattern of technology.
To identify the impact of customer relationship management on sales of enterprise
According to the view of in order to get the success in market, digitalised technology will be helpful to have improvement in the relationship with the customers. The long term better connection with customer will lead to have large amount of profitability. As per the view of states that technological advancement will be assistive in order to earn long term sustainability in market. It is also useful in terms to gain competitive advantage in market. According to the view of states that customer relationship can be maintain if firm is working as to have timely feedback from the customers. Mark & Spenser deals with fashionable trends of clothing. Thus, it is important to have innovation in the product and services so that customer will attract towards the working of enterprise. In contrary to states that this firm uses digital marketing to launch their new product, this kind of activities work as to attract the customer in market. Digital media activities will work as to have improved customer involvement and satisfaction. In order to maintain this it is essential to know about the needs, preferences of the customers. Pointed out that Digital channels works as to contains wide range of opportunities and tools. What's more, it can be utilized to secure the secret data, money related information and different things which are vital resources for the firm. Along these lines it can be consistent with said that the innovation is the inner piece of business task. Accordingly, it can be consistent with said that changing in innovation empowers changes in process. The innovation is useful keeping in mind the end goal to dealing with the general exercises of the firm in the viable way. This will keep up the activity of business endeavour mastery. As per its perspective can be said that the innovation assumes the critical part keeping in mind the end goal to have increase in the speed of business where activity are being directed.
To understand the significant measures of technological advancement to have systematic operation-
CHAPTER 3
3.1 Research approach
Research approach- It helps in defining the process of data analysis. In this the researcher has used the inductive research approach. It will help in developing of the better insight that will suipport a good rise in the operations of the researcher or data investigator and will supporta good rise in the compatability of the operations performed in the research process (Khodakarami and Chan, 2014).
3.2 Methodologies
Research methodology
This concept is considered as framework of research in which the entire process and structure if defined. It also helps researcher to find out the appropiate methods so that the goals and objectives can be accomplished (Kumar and Reinartz, 2018). A good resaearch methodology will help in suitable rise in the operations and objective that will help the firm to gain a good insight about the research output and gaining of the operations in a better way. The effective and eloborative research process will help in suitable rise in a good development of the operations and effectiveness of the research process that will supporta good rise in the compatability and meeting of the targeted goals and operations. For this research proposal the methodology is described below :-
Research philosophy- It is a method through which researcher collects , interprete and analyse data. In this research project, researcher will use positivism approach. In this researcher will analyse case studies that will help in analysing research data. This will facilitate the proper handling of the operations that will support a good managment of the research process.
Research design – The Reseaserch design is the arrangement in which the data investigator will look after the proper managment of the research process. For the present research project, the researcher has used the descriptive research design that will support a good rise in the operations of the retail company. The proper and detailed description of data will helpthe firm to have a good insight about the data operations ad meeting of the targeted aims ad objectives of research process.
Research strategy- Research strategy refers to plan through which goals and objectives can be achieved. There are two types of research strategy. These are qualitiative and quantitative. So for this researcher has to precise quantitative research strategy is been used by the researcher to gain the vital data and information and assess it to gain a positive output and data collection methodologies.
Data collection- this shows that by which method data will be collected by researcher. It is important to select data collection technique for getting the effective and quality data and information. The data will be collected by manager of Marks and Spencer's. For this, the technique used will be questionnaire method. It will help in gaining the good insight about the proper needs and requirements and the outlook of the employee's and their customers (O'donnell And et.al., 2016).
Data sampling It is a technique that describes how data is collected. This makes it easy for researcher to collect data in systamtic manner. For this the researcher has selected random data sampling. The sampling size will be 30 and will involve the employee's of Marks and Spencer's. A good sampling will help in easy assessment of the operations and various datas that are been evaluated to get a proper output and result from research process.
Data analysis - It is very important to do analysis of data as it helps in getting the desired outcomes. With this research project, researcher can accomplish his or her goals and objectives. In this data investigation, data will be analysed by using thematic analysis. Whiuch will help in developing of the clear insight about the handling of the targeted goals and objectives and operations.
The following of this methodology will support the execution of research process in an effective way, which will help the organisation to grow and develop. The research methodology will help data investigator to adopt a good measures, that will support a good rise in the operational capability of the organisation and thus will support a better increase in the effectiveness of the research process (Nisar and Prabhakar, 2018).
CHAPTER 4
4.1 Data collection
4.2 Data analysis
Q.1 How marketing activities of Mark & Spenser is effective in order to enhance sales.
- High effectively
- less effective
- Moderate
- None of them.
Q.2 Is effective marketing strategies will influence the customers.
- Yes
- No
- May be
Q.3 What source will be preferred by Mark & Spenser in order to aware customer about the products.
- Advertisement
- Promotional activities
- social media
- Television communication
Q.4 Is social media is effective technological tool.
- Yes
- No
- May be
Q. 5 is Mark & Spenser works as to provide quality services to their customers
- Yes
- No
- May be
Q. 6 Do you think online marketing is more beneficial as compare to traditional marketing.
- Yes
- No
- May be
Q.7 How marketing activities are influencing behaviour of customers.
- Yes
- No
- May be
Q. 8 Do you believe Impact of digital technology helpful to foster growth of business enterprise.
- Yes
- No
- May be
Q.9 In which area technology is need to be implementation din Marl & Spenser?
- Customer service departmental
- Operation departmental
- Production department
- All the above
Q.10 What kind of barriers will be faced by enterprise at the time of implementation of technologies.
- Cost
- lack of experience
- Operational issues
- Service
Based on the above report it can be concluded that marketing activities are very helpful in order to enhance the sales of the firm. In this, 15 out of 30 respondent thinks that marketing activities are effective in order to increment in the sales, 3 out of 30 said it as less effective, 10 out of 30 were moderate about this opinion and 2 out of 30 were not sure about the same. The majority of respondents said that marketing is one of the crucial process to manage operational function of enterprise.
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