final team paper

Running head: MARKETING PLAN: FINAL PAPER AND PRESENTATION 1

Final Marketing Paper

Team A

Patricia Bradley, Gwendolyn Nicks, Latina Watts, and Josetta Wauddy

MKT/421

Donna Falloon

Final Marketing Paper 2

Introduction

The delivery of outstanding customer service has formed a critical part of today’s

business marketing strategies. Managers are at a crossroad—the majority of professionals with

the responsibility of developing customer care measures recognize that they are not meeting the

needs of their customers. Managers also recognize a shortfall in profits due to the lack of quality

in customer service. Nonetheless, customer service challenges are going to continue to increase

as long as there is a lack of suitable business strategies. Savvy Solution Consulting Firm, Inc.

specializes in analyzing and motivating businesses and organizations in designing successful

customer service strategies.

Savvy Customer Service Consulting Firm, Inc. has a history of handling complaints on a

multiple level ranging from simple to complex. Savvy have received numerous awards from J.P.

and Associates, for our consistent customer satisfaction for the past five years. Savvy builds its’

company’s values on morale’s, integrity, and honesty.

Lee Lacocca said “You can have brilliant ideas, but if you cannot get them across, your

ideas will not get you anywhere.” Savvy Solutions have interred into marketing plan. In the

marketing plan Savvy Solution will identify the segmentation criteria that will affect your target

market selection, identify the target market, and describe the organizational buyers and

consumers of service. Savvy Solution will also analyze current competitors and define the

competitive landscape.


Savvy Customer Service Consulting Firm, Inc

Wal-Mart is a global marketing corporation that manages a large chain of priced cut retail stores

and storehouses. In respect to a Fortune Global 500 enumerate, Wal-Mart is the third largest public

corporation is the world. It is also considered to be the world’s leading independent employer with

millions of workers. To date the Walton family continues to operate as a family-owned and family

controlled organization. The Walton family possesses 48 percent of claim in the company.

Sam Walton started the company in 1962 and integrated in October of 1969. His first public

trade was in 1972 with the New York Exchange. Its center of operations is in Bentonville, Arkansas.

Wal-Mart is considered to be the biggest food trader in the United States. In 2009 it produced 51 percent

of its US dollars in sales from food stock. In addition to Wal-Mart, Sam Walton also produced and

operated the Sam's Club. By 1988, Wal-Mart was claiming to be the most profitable merchant in the

United States. This progression of success led to the undertaking of K-Mart and Sears stores.

This outstanding performance also entitled Wal-Mart to be rated the largest retailer in America; a

rating in which it continues to hold. Wal-Mart was successful in creating and developing 8,500 retail

stores in 15 countries, which operates under at least 55 various names. In the United States it markets

under the name of Wal-Mart. Wal-Mart operates in Mexico under the name of Walmex. It operates

under the name of Best Price in India, as Seiyu in Japan, and Asda in the United Kingdom. Its operations

in Argentina, Brazil, and Canada are solely owned and operated. Wal-Mart’s reserves outside of the

North America have had an assortment of results. On the other hand its business in the United Kingdom,

South America, and China has been extremely successful, while projects in Germany and South Korea

have been unproductive.

New Service

Savvy Customer Service Consulting Firm, Inc. partners with organizations and companies who

understand and realize that there is a need to maintain a focused plan on customer and employee needs.


In this highly competitive and global marketing civilization companies and organizations must create a

distinguished identity of themselves from the competition. Savvy CSC Firm, Inc. provides a four key

support system that will produce an excellent focus on customer and employee need:

Voice of the customer or employee

Customer Focus

Customer alignment

Link the customer to results

The four key support system along with other unique comprehensive approaches can ensure a company or

organization standards remain above the level of the competition. We link up with our clients to achieve

the goal of success. Our motto is “We make sure the last customer transaction was not the final one”

("Put A Customer Service Consultant To Work For Your Firm "creating Legendary Customer Service"",).

We treat each customer with respect and provide complete confidence, while delivering

results in a timely manner. Our staff is highly trained with the expertise in customer awareness.

Savvy Customer Service Consulting Firm, Inc. is conveniently available for any diverse situation

because of our multiple cultural staff; we are able to relate to several nationalities in their native

language.

The business economy’s challenge, in 2013 is establishing a flourishing company that

faces many obstacles. These challenges often influence their rate of permanence. Some industries

that are globally known are often fighting vigorously to uphold their status position. Marketing is

an essential factor to the affluence at Savvy Customer Service Consulting Firm, Inc.s. The

marketing tactics include branding, influencing, and acquiring new clients. These strategies are

performed to aid in sales. Our motto “is nationally known and seen on commercials and

billboards throughout the country.


The consulting firm promotes its services with a full time sales team who attends trading

fairs, global entrepreneur trainings, and offers a free consultation with any company. The value

of our product is priceless. We put our client’s goals and needs first. We at Savvy meet weekly to

discuss the companies’ goals and marketing strategies. We maintain a monthly budget on

marketing expenses. Our marketing is also monitored closely to track what is working and what

needs to be restructured. There is competition in every industry therefore; we at Savvy have to

take it a step further to stay above of opposition.

We are constantly creating innovative ways to keep the companies name relevant. One

way we do that is asking our clients to fill out a simple survey on how well did we solve their

concerns? We follow up with a courtesy phone call to remind the client that they are our priority.

It is imperative that Savvy Customer Service Consulting Firm, Inc. marketing concentrates on

client’s needs and specific aimed audiences. Our marketing strategies are focused on the

satisfaction of our clients, this is critical to the decisions made by the company to go beyond and

above what our clients expect.

Strengths

Here at Savvy Customer Service Consulting Firm, Inc. the customer satisfaction is our

number one priority. We are a dedicated company that bases our goals on identifying and

analyzing problems and opportunities, and delivering a strategic plan to satisfy any and all

client’s complaint. At Savvy Customer Service Consulting Firm, Inc.s we are able to handle such

visionary projects; we have a strong educational background in business, as well as massive

experience in training. Finally, at Savvy Customer Service Consulting Firm, Inc. we have gifted

individuals who have a current understanding on how trends work, how companies can earn and


maintain lifetime customer’s base, and what type of products and services that have a long life

cycle.

Opportunities

When hiring the Savvy Customer Service Consulting Firm, Inc. team we utilize our

expertise to gain data from other businesses information that includes both failures and success.

Savvy staff has the ability to come up with new ideas and solutions that keep the business on

forefront of its competition.

Weakness

The members at Savvy Customer Service Consulting Firm, Inc. are not giving any

personal information and they are not affiliated with your company. Savvy Customer Service

Consulting Firm, Inc. may be unaware of operating procedures that are in place, and is not aware

of the type of business you are conducting. With Savvy Customer Service Consulting Firm, Inc.

they are basically hiring a stranger.

Threats

Pending the legislation law will increase costs related to obtaining of special licensing

and certification to work as a solution firm. Legislation may also present an opportunity within

the field by its potential to increase the awareness of experienced related with the specific type of

Consultancy Company.

Trends

Savvy Customer Service Consulting Firm, Inc. would like to start the trend with

technology that obtain results easily and delivers information quickly to everyone. Other solution

organizations can base their strategies on the changes in technology that offer results quickly.


The marketing research approach used by Savvy Customer Service Consulting Firm,

Inc.s to develop a marketing strategy for new clients is as followed: First identify the services of

the company, explain our service value, business philosophy and our company’s mission. Once

our marketing plan is in place, it will be incorporated as a standard commitment for every task

we accept.

There are four critical steps involved in developing your marketing plan

1. Research and analyze your product and the market for the product.

2. Organize and write the plan

3. Implement the plan throughout every component of your business.

4. Constantly evaluate the results of your marketing plan (Business Consulting Buzz,

2008, Para. 3). “

To execute our marketing plan Savvy Customer Service Consulting Firm, Inc.s must

engage with each employee when pertaining to an existing client. Proper training is imperative in

order to implement these procedures and allow them to become a part of our critical daily

policies.

Service Attributes in Detail

The benefits of Savvy Solution Consulting Firm, Inc. are numerous and profitable. The

benefits included will help to describe our business. In essence, the benefits offered will solve

problems inside and out of a business or organization that has affected its customer and

employee services. The following strategies will increase customer service loyalty as well as

enhance employee loyalty (Fraterman, 2003): Customer Experience Workshop (Best-Price

Signature Package)


All businesses and organizations have customer experience, on one level or

another. It’s the interaction and communication that takes place with you and the

customers as they initially or systematically learn about your company. Customers try

and then buy your business merchandise or service, receive feedback, and share ideas.

How was your customer’s experience today? Is it effective or ineffective? Do your

returns show profitability? In essence, are your customer’s experiences working on your

behalf or contrary to you? This results-based, rapid-results technique for handling the

customer proficiency throughout the cycles of service (external and internal), describes,

analyzes, and reforms customer interaction points. This service package perpetually

offers exceptional amount of service for the cost (Fraterman, 2003).

Producing and Maintaining a Customer Centered Corporate Culture

This approach is an approach geared toward an operative and matter-of-fact development,

making use of the Emotional Quotient inventory instrument. The Emotional Quotient is an

evaluation tool manipulated in self-development, expressive intelligence, and expressive and

societal competencies. This gauge measures the assembly of aptitudes: Intrapersonal,

interpersonal, stress control, flexibility, and general disposition. This form of information will

be an asset to the company when measuring abilities related to employee job functions

("Emotional Quotient in Statistics Solutions",).

Customer Satisfaction Measurement Process

An effective process for capturing and deploying the voice of the customer by ensuring

the right survey methodology, well-planned, bought into by all stakeholders and resulting in

relevant action. Surveys designed and delivered in strategic partnership (Fraterman, 2003).


Customer Service Coaching

Proficient trainings will be implemented for staff who will be serving customers first

hand. Training will be provided for leading service manager as well front line staff and service

leadership training for managers. These training will be in addition to classroom and on-line

training (Fraterman, 2003).

Employee Survey Development

An effective process for capturing and deploying the voice of the employee is critical in

the context of the People-Service-Profit chain. This process not only ensures buy-in in advance

and strategically focused survey design, but it also pays attention to the key drivers of employee

satisfaction. Surveys are designed and delivered in strategic partnership. A significant feature of

the process is the post-survey "actioning" phase for which Savvy Inc. have designed the proven

Listen-Feedback-Action Process.

Strategic Customer Review Process

This process includes interactive, demonstrative, and functional methods for building

high customer relationships. It provides an objective and thorough ‘snapshot’ of the relationships

with individual key customers. It also delivers the chance for strengthening relationships and

loyalty, and shifting away from a need focused customer relationship towards a respected and

trustworthy relationship (Fraterman, 2003). Listen-Feedback-Action Process

A stimulating training method aided in the Manager-to-Leader shift and to inspire employees

(Fraterman, 2003). Process Animation Workshop

An operative implement mechanism for educating cross-functional teamwork within a vital

business procedure and motivating a customer centered organization wide (Fraterman, 2003).


Product Life Cycle and the Factors

Every product has a specific life span, which is called a natural life cycle. The life span of

a service or product is surrounded by when the product is developed and the life cycle in which it

goes through before the product is removed. This is extremely supported by technology,

competition and even the rationality of a business’s marketing department. Objectives, brand

names, and advertising are some of the ways your product moves through the product cycle. The

life cycle has four stages that will be explain in the next few paragraphs. Savvy Solution

Consulting Firm, Inc. plans to move at an easy and steady pace (Neil Kokemuller, Demand

Media, 2007).

Our clients are not rushed and we do not make them feel like a number, but relevant and

important. The time in which it takes a product to go through the life cycle will determine the

longevity of that product. This is the length to show how long the product is likely to remain

sustainable in the industry. Some opposition is likely to accelerate the product life cycle as

additional businesses strive to drive the production ahead. The movement factors consist of four

stages: introduction, growth, maturity, and decline (Kristie Lorette ). The introduction stage is

when the product is introduced to the market. At this point the product can be priced at a high

cost to cover their RND, also in the beginning stage there is no competition and the product is

exclusive (Neil Kokemuller, 2007).

Next is the growth stage, at this point the product is bringing in small amounts of sales

and competitors are beginning to surface. At this time advertisement is used to promote the

product and the price is reduced to open more outlets as a penetration strategy. Once the product

reaches the maturity stage the company presents the product at the next cost level, this will

reduce advertisement spending and allow the company to focus on the marketing aspect. The


last, stage is called the decline stage; there are a couple of choices when it comes to this stage.

One can re-launch the product or let the product decline in the market.

In order to allow the product to decline one would sell more and reduce the stock by

having promotions, sales, raffles, and product give-a-ways (Neil Kokemuller, 2007). In the

competing business industry, businesses should continuously observe their services and products

to better assist consumers. What succeeded and produced revenue a year ago may not work as

effective this year. Positioning and product differentiation are vital pieces of a business’s

marketing strategy and are essential to keeping in front of competition. They also demand a

modern spirit jointed with cautious analysis.

Positioning and Differentiation

Product differentiation is the unification of characteristics, such as price or quality, into a

creation to inspire the proposed customers to distinguish it as desirable and different. For

example, Savvy Solution Consulting Firm, Inc. truly believes that they will win more of the

correct work on its chosen terms, while earning more doing it. Client service is crucial to the

success of the company. Our company has a 24 hour emergency toll free number for advice that

they can access at any time.

Positioning is how you furnish your service or product brand identity as you go to

market. Once the determination to differentiate your service or product is decided upon,

positioning it will follow. Savvy Solution Consulting Firm, Inc. is proud to present all of their

clients with the TQM or the Total Quality Management approach. Total Quality Management

can be synopsized as a management method for a customer attentive organization that includes

all employees in constant progress.


It uses data, strategy, and efficient communications to assimilate the quality regulation

into the activities and culture of the organization.

Price Strategy

The fees of Savvy Solution service is rough measure, because it depends on how business

values our particular services. If business is willing to pay the fair market value, then they feel

they are receiving their true value in services. The cost of services is to rough measure of the

value of the resources used in the planning, time and implementation of services to meet our

customer needs. Businesses needs that can be aided cost effectively. Savvy Solution goal is not

to just meet the needs of the popular, but the profit-minded businesses (Perreault Jr., Cannon, &

McCarthy, 2011, Pg. 13).

Savvy Solution fees are per customer basis; these marketing methods present a fairly

low-cost way to advice, encourage, and stimulate Businesses. Marketing and promotions can

position Savvy Solution marketing mix as a firm who can meet the business’s needs (Perreault

Jr., Cannon, & McCarthy, 2011, Pg. 414). A number of businesses are rating the work done by

consulting firms, and the business pay depends on the performance. It dropped its essential

commission to about 13 percent. Sometime, it paid the consulting firm a bonus of about 3

percent on outcome that receive an outstanding Performance. Sometime the consulting firm

earned a medium performance, it forfeit the bonus (Perreault Jr., Cannon, & McCarthy, 2011,

Pg. 425).

Savvy Solution did numerous researches to consider how to charge for our services.

Savvy Solution took in final consideration would we charge per hour or per job, and would we

work “on retainer,” which we deliver consulting services on a frequent basis as needed. This

shall regulate how even and consultancy’s our cash flow. Savvy Solution basic fees are $294 per


hour, their entry-level consultant goes for $175 per hour and employees’ salaries are typically

$30-$75 per hour (Swan Mountain Consulting Group, 2013, Para. 1).

Observing intelligence and recognize prospects to enhance the effect of radios. In our

progressively fervent globe, to have a growing business we need to stay informed with events

surrounding our company. Savvy Solution electronic broadcasting will monitor public relations

clarifications allow a day-to-day evaluation of beyond 180,000 worldwide electronic news

informants and a massive of public newspapers locations 90 forms of communications. We can

generate other current public relation plans and operations in knowing what is in the news.

Public relation opportunities for Savvy Solution Consultation, Inc. Firm are resources, such as an

ad on a social network, like twitter, Facebook, MySpace, and even Pandora. Facebook, Twitter,

and MySpace all have an ad that is very detailed on the side where you can go and like it.

Pandora helps because once a person listened to a certain amount of songs they have up

to a minute ad that explains and shows a brief video or a picture so that you can get a better

understanding. Another way to get your business recognized is billboards and commercials. The

billboard is seen by thousands of future customers because of the size other individuals can see

the board sometimes without driving in a vehicle. Commercial can be a help because you can

have an attractive actor or celebrity that will grab the attention of viewers watching.

The final, form of public relation to use in making your business well-known is to have it

broadcasted on the radio. There are many morning radio shows that can promote your business in

just a minute of time and generate additional consumers who are interested. Having these mass

media can boost your business in other cities and across the world because it is publicized in

many parts through the social media.


The channel management is most effective when focusing on the increase of market

share. Once we appoint a manager to channel the customers, we were able to analyze the effects

of channel management by comparing the market sharing before and after the program. Diverse

focuses acquire separate administration budgets. With complete transactions over a demand

region may, analyze the expense of employment, member wages, preparation, publicizing

funding, such as journey to regulate the network organization budget. The preference of a

customer determines how sales can increase by having different channels (Ian Linton).

The Internet is the growing change for companies because there is a large amount of

consumer who enjoys shopping online. As you analyze how different channels can affect the sale

growth in companies you will have a better vision on what source of communication you would

use on your business growth. When sending your message through different channels you must

make sure you are selling what you advertise. The information of your product or service must

satisfy the customer (Ian Linton).

To make sure you keep the satisfaction of a customer send out a survey to identify any

problems or request you may have or need to change. If, for example you have a complaint from

the customer about waiting time, you should take the time to improve how a customer wait time

will decrease. Customer service analysis is a lavish way to measure the changing levels of

customer satisfaction (Ian Linton).

Distribution, which is known as placement, is included in the “4 P’s” of marketing (price,

product, placement, and promotion). Distribution channels are a significant part of your total

marketing strategy. They aid in assisting you to magnify your grasp to enter into your market

team, direct Internet marketing, and several consultants.


As an employee of Savvy Solution Consulting sales team, you will be responsible for

producing fresh leads and compassing implementation assignments. Quotas will have to be met

and aiding in weekly discussions in improving performances is required. The direct Internet

department will advertise Savvy Solution Consulting on the internet. They will also be

responsible in maintaining the upkeep, sales, and business that is generated from the websites.

The consultants at Savvy Solution Consulting Inc., Firm will ascertain the rate of their

assistance constructed on what is precisely outlined in the potential client’s agenda. They will

also be responsible for handling feasibility analyses. The middle man in terms of cost will not be

needed in the direct Internet area. Consumers are free to research almost any company on the

internet. The cost for this distribution channel will be at a minimal.

Savvy Solutions will also implement free advertising on the internet with Facebook, blog

posts, and LinkedIn. There will be some costs to implement a sales team and consultants. The

complete startup cost which includes stationary, legal costs, logo design, and related expenses

comes to $19,000. The start-up assets that will be necessary will include $40,000 in short-term

assets (furniture for the office) and $30,000 in initial money to manage the initial few months of

consulting tasks as accounts receivable and sales take part in the cash flow.

Savvy Solutions Consulting Budget Plan

Startup Expenses

Legal $1300

Stationary $3,000

Brochures $5,400

Consultants $5,000

Insurance $400.00


Expensed Equipment $3,000

Other $900.00

Total Start up Expense

Startup Assets Needed

Cash Balance of Starting Date $30,000

Other Current Assets $10,000

Total Current Assets $40,000

Long Term Assets $0

Total Assets $40,000

Total Requirements $59,000

Funding

Investment

Investor 1 $25,000

Investor 2 $25,000

Other $8,600

Current Liabilities

Accounts Payable $400.00

Current Borrowing $0

Other Current Liabilities $0

Current Liabilities $400.00

Long Term Liabilities $0

Total Liabilities $400.00


Loss at Startup Cost ($19,000)

Total Capital $39,600

Total Capital and Liabilities $40,000

Savvy Solution had to explore what quantifiable facts can be used to measure the success

of their promotional ads. Are they reaching target market? Are the ads attracting new business?

Savvy Solution knows it is very important to select the right evaluating instrument that is

suitable for our strategy. Quantifiable elements can help Savvy Solution increase our marketing

success, and evaluating our performance can play an important role in our efficiency as a

consulting firm. Some companies are terrified that an evaluation can cast a negative light on their

promotion plan, but fail to realize it can benefit them to conduct a systematic evaluation.

We need to consider each marketing plan that is prepared for the marking budget and

identify the evaluating instrument that will help you track our effectiveness. Savvy Solution must

function within the promotional budget for each quarter. We must take into consideration the;

The cost of generating the marketing plan

All material( including print advertising expenses)

The cost of studies

Time (Payroll)

The cost of implementation of the marketing plan

All travel expenses (including convention and promo shows)

There are numerous ways Savvy Solution can place controls so that can monitor their

advertising budget. If we assess our expenses, we are able to sustain our quarterly budget and

see precisely what our increases or decreases in our budget.


We need to create a tracking system for each of our strategies for our marketing plan.

When we start a new promotion, we should put into operation our tracking tool. Savvy Solution

understands the best way to get straightforward opinions from our clientele is to use surveys.

Surveys will help us evaluate, monitor, and control the effectiveness of our marketing strategy.

We layout our surveys to get firm figures, and it is easier to record the data by using the

dichotomous question method to be studied. Our marketing department feels that surveys are

more effective when it is a simple and clear question (Council of American Survey Research

Organization, 2013, chap. 8). For example:

1. Have you ever used our service before?

Yes or No

2. Were you pleased with our services?

Yes or No

3. Would your company use Savvy Solutions?

Yes or No

4. Were we able to meet your business needs?

Yes or No

5. Will you recommend Savvy Solution to another business?

Yes or No

6. Did you see our new promotional brochures?

Yes or No

7. How did you hear about our consulting Firm?

__ Referral

__ Promotional ad


__ Internet

__ Newspaper Ad

_________ Other

8. Were you pleased with how the consultant meet your objective

Yes or No

9. Was Savvy Solution services reasonably prices?

Yes or No

10. Do you feel you were given honorable service?

Yes or No

Savvy Solution does understand by using a closed format questions for survey

their format restricted the consumers from giving their personal opinion. Closed

questions allow us to easily analyze the data retrieved. Savvy Solution has developed a

new marketing plan intended to generate new business, and to increase revenue. We

constantly work our sales department to track the amount of business that responds to a

marketing effort. We hope by tracking this information with our sales department we can

improve our marketing plan, and generate new business.

Conclusion

We at Savvy Solution have dedicated employees available to handle your need on a 24/7

bases. We deliver 100% services for all your solutions to bring your company back to the status

of customer satisfaction guarantee. Rapid response is what we thrive on “money not earned is

money loss.” Collecting, gathering, and restructuring information of current business is

imperative for Savvy Solution to provide outstanding customer service in a timely manner.


Any requests or challenges are directly addressed. Complete satisfaction will always be

our number one priority.

Savvy Solution’s aspiration is to remain reliable, focus on our attributes, give honorable

service, centered and focus on the service life cycle, and always to be superior in our marketing

strategies. Savvy Solutions believe the quote from David Axelrod put it into prospective, “I have

never believed in the Wizard of Oz theory of consulting, that I am all-knowing and all-seeing,

and that everyone around me is kind of a backbencher” (Axelrod, 2001, Para.9) .

It has been shown that Savvy Customer Service Consulting Firm, Inc. is the best choice

for any company who has customer satisfaction concerns and issues. The experience and

expertise that the firm will demonstrate in solving problems with customer awareness will earn

respect with clients and allow future customers the opportunity to seek our services.


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final team paper

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